Policy Purpose
This Policy explains when a customer may cancel, receive a refund, receive a wallet credit, or request service correction. It is designed to protect customers while also treating cleaners and riders fairly.
Customer Cancellations
Customers may cancel before a cleaner accepts without penalty unless third-party payment or processing costs apply. After acceptance, cancellation may be limited if a cleaner or rider has already committed time, travel, materials, or pickup effort.
If the customer is unavailable, provides an unsafe location, or gives materially inaccurate order details, FreshDrop may deny a full refund or apply a reasonable service or logistics charge.
Cleaner or Rider Failure
If a cleaner rejects, fails to show, materially delays without cause, or cannot complete the accepted service, FreshDrop may reassign the order, issue a refund, issue a wallet credit, or apply a payout adjustment.
If a rider fails to complete a handoff or delivery, FreshDrop may investigate route data, handoff confirmations, support records, and user statements before releasing funds or applying penalties.
Service Quality Issues
Customers must report visible service problems promptly and provide reasonable evidence such as photos, order notes, item descriptions, and timeline details. FreshDrop may offer a re-clean, partial refund, wallet credit, or no adjustment depending on the evidence.
Claims for lost, damaged, or mixed-up items require timely reporting and cooperation with the investigation. FreshDrop may require receipts, item descriptions, photos, handoff records, and cleaner or rider statements.
Refund Method and Timing
Refunds may be issued to the original payment method, wallet balance, or another lawful method supported by FreshDrop. Payment provider timelines may affect when funds appear.
FreshDrop may withhold refunds where fraud, abuse, chargeback manipulation, false evidence, or violation of platform terms is suspected.