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Locafind

Legal

Refund & Cancellation Policy

This policy explains how Locafind handles order cancellations, refunds and related payment issues.

Last updated August 5, 2026

Quick Summary

  • Refunds are reviewed based on the order stage, available evidence and the facts of each case.
  • Orders may be cancelled before acceptance, but once a Rider is dispatched, cancellation is usually not possible.
  • When a Vendor cancels after payment, customers are generally refunded in full.
  • Approved refunds are usually returned to the original payment method.
  • We may deny refund requests where there is evidence of abuse, fraud or policy circumvention.

1. Overview

This policy explains how Locafind handles cancellations, refunds and related payment issues for orders placed through the Platform.

Different situations may lead to different outcomes. We review each request based on the order stage, what happened during fulfillment, and the evidence available.

Locafind aims to be fair and consistent. If you believe your order should be reviewed, we will assess the facts and let you know the outcome.

2. Order Lifecycle

Orders go through a clear sequence before settlement is released to the Vendor:

  1. Customer places an order.
  2. Vendor accepts the order.
  3. Customer pays securely.
  4. Payment is confirmed and fulfilment begins.
  5. Vendor prepares the order.
  6. Locafind assigns a Rider.
  7. Delivery is completed.
  8. Customer confirms delivery, or delivery is otherwise verified.
  9. Settlement is released to the Vendor.

Cancellation and refund rights depend on the stage the order has reached. An order that has not yet been accepted is handled very differently from an order that has already been dispatched.

3. Customer Cancellations

Before Vendor Acceptance

If a customer cancels before the Vendor accepts the order, the cancellation is generally straightforward and no settlement is released.

After Vendor Acceptance but Before Dispatch

Cancellation requests may still be reviewed after the Vendor accepts the order, but approval depends on whether the Vendor has begun preparing the order.

After Rider Dispatch

Once a Rider has been dispatched, orders generally cannot be cancelled except in exceptional circumstances, including:

  • Safety concerns
  • Fraud
  • Vendor error
  • Duplicate orders
  • Other circumstances approved by Locafind

4. Vendor Cancellations

Vendors may cancel an order where products become unavailable, pricing errors occur, unexpected operational issues arise, safety concerns exist, or fraud is suspected.

If a Vendor cancels after payment has been taken, the customer will generally receive a full refund. Repeated cancellations may affect a Vendor’s standing on the Platform.

5. Eligible Refunds

Customers may qualify for a refund where:

  • The Vendor cancels the order.
  • The order cannot be fulfilled.
  • The wrong item is delivered.
  • The product is significantly different from the listing.
  • The product arrives damaged.
  • The order never arrives.
  • There is a duplicate payment.
  • There is an unauthorized payment.
  • A fraudulent transaction is identified.
  • A settlement error occurs.
  • Another situation is approved after investigation.

6. Non-Refundable Situations

Refunds are generally not available where a customer changes their mind after successful delivery, provides an incorrect delivery address, is unavailable at the time of delivery, or simply no longer wants the item after delivery.

Minor packaging differences, normal wear, or manufacturer variations that do not materially affect the product generally do not qualify for a refund.

We may also deny refund requests where there is evidence of abuse of the refund process.

7. Refund Review Process

When a refund request is raised, Locafind may review the following information:

  • Order history
  • Vendor records
  • Payment information
  • Rider delivery records
  • Delivery confirmation
  • Photos and other evidence
  • Messages and support conversations
  • Other available evidence

We may ask for more information if needed to understand what happened. We review requests as quickly as possible, but the outcome depends on the evidence available.

8. Refund Methods

Approved refunds are generally returned to the original payment method. If that is not possible, we may agree on another method where permitted by the payment provider and applicable rules.

9. Refund Timelines

Refund review normally takes about 1 to 5 business days. Once a refund is approved, the payment provider may take another 5 to 10 business days to process the return, depending on the financial institution.

These timelines are estimates and may vary depending on the payment provider, bank processing speeds and other operational factors.

10. Chargebacks

If you think there is a problem with your order, please contact Locafind before starting a bank chargeback. Chargebacks can delay our investigation and may make it harder to resolve the issue quickly.

Fraudulent chargebacks may result in account suspension or other account actions.

11. Abuse Prevention

Locafind may deny refund requests where there is evidence of repeated abuse, fraud, false claims, manipulated evidence or policy circumvention.

Accounts involved in such conduct may be suspended or restricted.

12. Policy Changes

This policy may be updated from time to time. Material changes will be communicated through the Platform or other reasonable channels.

Contact Us

If you have any questions about this policy, we'd be happy to help.