Refunds & cancellations
Last updated: 18 April 2026
This policy explains how cancellations and refunds work for orders placed through Munchly, and reflects how the Munchly app actually processes them. Refunds are returned to the original payment method through our payment provider, Stripe.
1. General
Munchly is a marketplace. Many refund decisions involve the Seller who fulfilled the order. Munchly may intervene where needed for policy violations, fraud, or chargebacks handled under payment network rules.
2. Cancellations before pickup
A buyer may cancel an order for a full, automatic refund at any time before the Seller has started preparing it — that is, while the order is still marked "pending" or "confirmed". Once the Seller has begun preparing the order, it can no longer be cancelled directly; the buyer may instead submit a refund request (see section 3).
A Seller may cancel an order at any time before the buyer collects it. When a Seller cancels, the buyer is automatically refunded in full.
3. Refund requests
When an order can no longer be cancelled directly — for example, the Seller has already started preparing it, or the pickup window has passed — the buyer may submit a refund request through the app, with a reason. Munchly reviews each request and either approves a full refund or declines it, taking into account whether the order was prepared, collected, or affected by a quality or safety issue.
Munchly will not unreasonably withhold a refund where an order was not made available for collection. Refund requests are usually reviewed within a few business days.
4. Quality and safety issues
Buyers should contact Sellers first for order issues. Munchly may support dispute handling where the product flow allows. Serious safety concerns may be escalated and may result in account action.
5. Chargebacks
Card issuers may allow buyers to dispute charges. Where Stripe processes the payment, chargebacks follow Stripe and network rules. Sellers agree to cooperate with reasonable evidence requests.