Cancellation Policy
Last Updated: 28/03/2025
Customer Cancellations
- Before Pickup: Free cancellation via app/website.
- After Pickup: Refund depends on the shop’s policy (we’ll check with them first).
- Delivery fee remains non-refundable.
- In Transit: Cannot cancel; contact support for emergencies (e.g., wrong address).
AtollWise Cancellations
We may cancel orders due to:
- Shop unavailability (full refund).
- Weather/safety risks (full refund).
- Payment failures (notify customer to retry).
Contact support within 24 hours for disputes.
Refund Policy (Revised for Third-Party Shops)
Last Updated: 28/03/2025
General Rules
- AtollWise facilitates refunds but final approval depends on the shop.
- Refunds may take 5–15 business days (shop processing + bank delays).
Eligibility
✅ Full Refund (If Shop Approves):
- Item never picked up.
- Shop confirms missing/damaged goods (photo proof required).
✅ Partial Refund (Case-by-Case):
- Wrong item delivered (shop may request return).
- Late delivery due to shop delay (not AtollWise’s fault).
❌ Non-Refundable:
- Delivery fees (unless our error).
- Perishable goods (unless spoiled and shop agrees).
- Custom/final-sale items (per shop policy).
How It Works
- Request a Refund: Via app or [email protected] within 48 hours of delivery.
- Provide Evidence: Photos, receipts, or order details.
- We Contact the Shop: Resolution time varies by shop.
- Refund Issued: To your original payment method.
Note: Some shops may offer store credit instead of cash refunds.
Key Disclaimers
- "AtollWise is not liable for shop refund denials."
- "Delivery issues caused by shops (e.g., wrong items) are resolved with their cooperation."
- "We’ll advocate for you, but final decisions rest with the shop."
Contact: