Refund Policy

Effective date: May 19, 2026

Last updated: May 19, 2026

FrenzyGo is a local marketplace operated by Frenzy Brands Inc. We connect buyers with independent sellers who fulfill orders by pickup or local delivery. This Refund Policy explains how cancellations, refunds, and disputes work on the Platform.

1. Important context

Most items on FrenzyGo are handmade foods, baked goods, snacks, or other locally fulfilled products. Because these items are often perishable, custom-prepared, or made in small batches, traditional “return to warehouse” policies do not apply.

FrenzyGo is not the seller. The seller is responsible for fulfillment and for resolving most order issues directly with the buyer. We may assist with payment-related issues where Stripe or platform records allow, but we cannot guarantee outcomes in every dispute.

2. How payment timing affects refunds

a. Cart checkout orders

For standard cart checkout, payment is collected when you complete Stripe Checkout. If you need to cancel, contact the seller as soon as possible through your order page or messages. Whether a refund is possible depends on whether the seller has already prepared or fulfilled the order.

b. Product requests

For listings that use the request flow, your card may be authorized at checkout, but payment is captured only after the seller accepts the request and fulfillment is confirmed according to the request workflow. If a request is declined, expires, or cancelled before capture, you should not be charged for that request. If you believe a charge was captured in error, contact us with your order or request details.

3. Cancellations

• Before preparation: If a seller has not started preparing your order, they may agree to cancel and issue a refund at their discretion.
• After preparation or pickup/delivery: Orders that have already been prepared, picked up, delivered, or partially consumed are generally not eligible for cancellation.
• Missed pickup or delivery: If you miss an agreed pickup window or are unavailable for delivery, the seller may treat the order as fulfilled and decline a refund.
• Seller cancellation: If a seller cancels an order they cannot fulfill, they should issue a full refund for that order.

4. When refunds may be considered

A refund or partial refund may be appropriate if:

• The wrong item was provided.
• An item was materially not as described.
• An item was damaged or unsafe at handoff through no fault of the buyer.
• Payment was captured but the order was never fulfilled.
• A duplicate charge or clear platform payment error occurred.

Refunds are not generally available for taste preference, minor appearance variations in handmade goods, or buyer failure to disclose allergies or dietary restrictions that the seller was not informed about before fulfillment.

5. Non-refundable items and situations

• Perishable or prepared food once fulfilled, except where required by law or where a clear error or safety issue occurred.
• Items consumed, opened, or altered after pickup or delivery.
• Orders cancelled late after a seller has purchased ingredients or completed preparation.
• Stripe processing fees may be non-refundable depending on the payment status and timing of the refund.

6. How to request help

1. Contact the seller first: Use your order or request page and in-platform messages to explain the issue promptly.
2. Provide details: Include your order number, photos if relevant, and the outcome you are seeking.
3. Contact FrenzyGo if needed: If you cannot resolve the issue with the seller, email [email protected] with your order details. We may review platform records and facilitate communication, but final refund decisions for fulfilled local goods often remain with the seller except where payment errors are involved.

7. Refund method and timing

Approved refunds are issued to the original payment method through Stripe whenever possible. Depending on your bank or card issuer, refunds may take 5–10 business days or longer to appear. Partial refunds may be used where only part of an order is affected.

8. Delivery fees, taxes, and platform fees

• If an order is fully refunded before fulfillment, associated delivery fees and taxes for that order should also be refunded where applicable.
• If only part of an order is refunded, delivery fees and taxes may be adjusted proportionally or according to the seller’s policy and applicable law.
• FrenzyGo platform fees and Stripe fees are handled according to the underlying payment and refund status.

9. Chargebacks

If you dispute a charge with your bank or card issuer without first attempting to resolve the issue with the seller and FrenzyGo, we may provide transaction records to Stripe and the seller. Abuse of chargebacks may result in account suspension.

10. Limitation of liability

Frenzy Brands Inc. acts solely as a marketplace platform. We are not responsible for product quality, food safety, seller conduct, or losses arising from fulfilled orders except as required by applicable law. Buyers and sellers remain responsible for resolving transaction disputes between themselves.

11. Contact us

For refund questions or payment issues, contact:

Frenzy Brands Inc.
Harrison Garden Blvd, Toronto, ON, Canada, M2N 0H1
Email: [email protected]