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

No card is charged until an order is actually fulfilled — pickup orders are charged when the seller marks the order ready, delivery orders are charged when the order is placed.

• Canceling a pickup order before it's marked ready: nothing was ever charged. The card's authorization hold is released, not refunded.
• **Canceling a pickup order after it's marked ready, or canceling any delivery order**: the payment was already captured, so this is a real refund — including the platform's commission, which is never kept on money that gets refunded.

Either way, the buyer doesn't pay a cancellation fee. Canceling inside the app doesn't cost the buyer anything beyond getting their money back the way described above.

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.