Cancellation policy

What this covers

When a buyer or seller can cancel an order from inside the app, what happens to the payment, and what a seller cancellation costs them. This covers canceling before an order is complete — for a dispute over a completed order, see Dispute and refund policy.

When an order can be canceled

Either side can cancel while the order is still being scheduled (waiting on a time to be accepted), once a time is agreed, or while it's marked ready and waiting to be picked up. An order can't be canceled once it's complete or already under dispute.

A seller canceling has to give a reason: sold out or crop unavailable, a family or personal emergency, weather or a harvest delay, the stand closed unexpectedly, the buyer asked them to cancel, or another reason. A buyer canceling doesn't select a reason.

What happens to the payment

Checkout puts a hold on the buyer's card. A pickup order is charged when the seller marks it ready or the buyer confirms pickup, and a delivery order when the seller drops it off or the buyer confirms it arrived, whichever comes first in each case. If something still needs weighing, the charge waits until pickup. If a pickup is neither marked ready nor confirmed, the order completes on its own a day or two after the agreed pickup time, and the charge is taken then. An order for a date far ahead is different: its deposit is charged at checkout, and the rest goes on hold closer to the date.

• Canceling before the order is charged: nothing was charged. The card's hold is released, not refunded.
• Canceling after the order is charged: the payment is refunded in full, including the platform's commission, which is never kept on money that gets refunded.
• Canceling an order with a deposit: when the buyer cancels, the deposit is kept, because it pays the seller for holding the order. Anything else held or charged is released or refunded as above. When the seller cancels, or never answers the order in time, the deposit is returned in full.

The buyer pays no cancellation fee. The one cost of a buyer's own cancel is the deposit on an order for a date far ahead.

What a seller cancellation costs

There's no cancellation fee charged to a seller either. But a seller cancellation is tracked against their account as a strike, separate from the buyer's refund. This doesn't apply when a seller reports that a buyer never showed up to collect a ready order — that's the buyer's doing, not the seller's, and isn't tracked as a strike.

Changes to this policy

This policy may be updated as the marketplace changes. The date at the top is when it was last revised.