Refund, Return & Cancellation Policy

Last updated: [EFFECTIVE DATE]

This policy explains how cancellations, refunds, retailer returns, and delivery-related adjustments work when you order through SlydeBuy, operated by [LEGAL ENTITY NAME]. It should be read together with our Terms of Service and Delivery & Shipping Policy.

1. Overview

SlydeBuy coordinates orders from third-party retailers and their delivery. Because more than one party is involved, we separate (a) retailer product returns, which follow the retailer's return rules for the goods, from (b) SlydeBuy refunds and delivery-related adjustments, which we handle for the charges we control.

2. Returns vs. fee refunds

• Retailer product returns. The retailer sells the merchandise and sets return eligibility, condition requirements, and time limits for the goods themselves. If you want to return a purchased product that arrived as ordered but you no longer want, retailer return rules apply. We can help you connect with the retailer where possible.
• SlydeBuy refunds & adjustments. Where an order problem is within what SlydeBuy coordinates — such as items not delivered, incorrect or damaged items, or a cancellation before fulfillment — we process refunds or adjustments for the affected charges as described below.

3. Cancellation windows

Your ability to cancel and any associated fee treatment depend on how far your order has progressed:

• Before retailer acceptance. You can generally cancel for a full refund of all charges, since shopping and delivery have not begun.
• During shopping. If shopping has started, merchandise already picked and any work performed may affect what can be refunded; we refund charges for items and services not yet provided.
• After purchase, before driver dispatch. Merchandise that has already been purchased on your behalf may not be refundable by SlydeBuy and may be subject to retailer return rules; SlydeBuy service and delivery charges for work not yet performed are generally refundable.
• After driver dispatch or delivery. Once a driver is en route or the order is delivered, delivery is being or has been performed. Refunds then focus on specific problems with the order (Section 4) rather than a general cancellation.

The exact options available for your order are shown when you request a cancellation.

4. Order issues we refund

Contact us and we will review refunds or adjustments for situations such as:

• Items you paid for that were not delivered.
• Incorrect items, or items materially different from what you ordered.
• Damaged or spoiled items on arrival.
• Unavailable items that were charged but not fulfilled, and substitutions you did not approve where approval was required.
• Partial fulfillment — you are refunded for what was not provided.
• Duplicate charges or evident billing errors.
• Failed delivery that is attributable to SlydeBuy or the driver (see the Delivery & Shipping Policy for responsibility allocation).

5. When fees & tips are refundable

• Merchandise charges are refunded for items not delivered, unavailable-but-charged items, or qualifying incorrect/damaged items. Merchandise you keep is not refunded by SlydeBuy and follows retailer return rules.
• Delivery charges are refunded where delivery was not performed or failed due to SlydeBuy or the driver. They are generally not refunded where delivery was completed as arranged.
• Marketplace service and shopping fees are refunded where the associated service was not provided, and are adjusted for partial fulfillment.
• Tips are refundable where a delivery is canceled before it is performed or fails through no fault of yours. Once a delivery is completed, a tip paid to the driver is generally not refundable except in the case of a demonstrable error; contact support to review.
• Surcharges tied to services not performed are refunded.

6. How to make a claim

Report an issue promptly — ideally within 48 hours of delivery or the scheduled delivery time, and sooner for perishable items — by emailing [email protected] or using in-app support. Include your order number, a description of the problem, and any supporting evidence such as photos of incorrect or damaged items. Timely reporting and clear evidence help us resolve claims faster.

7. Review, refund method & timing

We review claims based on the order record, the information you provide, and, where relevant, retailer and driver information. Approved refunds are issued to your original payment method unless we agree otherwise or offer account credit. After a refund is approved, your bank or card issuer's processing time determines when it appears, typically within several business days. We will communicate the status of your claim and the outcome.

8. Escalation

If you disagree with a decision, reply to your support case or email [email protected] and ask for escalation. For billing-specific disputes you may also contact [email protected]. We ask that you contact us before initiating a payment-card chargeback so we can attempt to resolve the matter directly.

9. Restrictions

Some restrictions apply and are disclosed at the time of your order: for example, certain final-sale or perishable items, age-restricted items, and retailer-specific return limits. Refund abuse — such as repeated unsubstantiated claims — may result in review under our Acceptable Use Policy.

10. Contact

Order and refund help: [email protected]. Billing disputes: [email protected]. Legal notices: [email protected], addressed to [LEGAL ENTITY NAME], [BUSINESS MAILING ADDRESS].

These policies are published in good faith to describe how SlydeBuy operates. They are not legal advice, and they should be reviewed by qualified counsel for your specific circumstances before relied upon.