FrenzyGo is a marketplace operated by Frenzy Brands Inc.. Items are sold by independent sellers (resident sellers, lobby marts and nearby stores), who are responsible for their items and for fulfilling orders. This policy explains how cancellations and refunds work on FrenzyGo and how we help when something goes wrong.
| How you bought | When your card is charged | If it doesn’t happen |
|---|---|---|
| Shop | At checkout | Refund if the seller cancels or can’t fulfill |
| Request (“On request”) | Hold at checkout; charged when the seller accepts | Hold released if declined, expired or cancelled before acceptance |
| Ask Go | Hold when you send the request; charged when the seller marks it delivered and you confirm, or automatically 24 hours later if you don’t report a problem | Hold released if no seller takes it, or you cancel before a seller accepts |
Banks release holds on their own schedule, usually within a few business days.
You are entitled to a refund, replacement or partial refund, as appropriate, if:
Ask Go: if you were charged and something is wrong, report it from the request page. If you report a problem before confirming, payment to the seller is paused while we review.
We generally don’t refund for taste preference or small natural variations in handmade goods, or for allergy issues the seller was not told about when the item’s listing accurately disclosed the allergen. This does not limit your legal rights.
Change-of-mind returns of non-food items are up to each seller, so ask before you buy. Whether or not a seller accepts returns, items must work as described and be fit for normal use. Under Quebec law, when the seller is a merchant (a business, lobby mart or store), you also benefit from the legal warranty of quality and, for certain goods such as phones, computers, tablets, TVs and household appliances, a warranty of good working order for a set period. These warranties cannot be excluded. Used items sold by individual residents are sold “as described”; misdescription is still covered by section 3.
Refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank. A full refund includes delivery fees and taxes. A partial refund adjusts taxes proportionally. You never pay FrenzyGo’s seller fee or card processing costs on a refunded amount.
Please contact us first; we can usually fix things faster than a chargeback. You still keep any right you have under the law to ask your card issuer to reverse a charge — for example, under the Quebec Consumer Protection Act for distance contracts when an item is not delivered. Repeated chargebacks made in bad faith may lead to account suspension.
FrenzyGo is not the seller, but we stand behind the payment process: if you paid through FrenzyGo and the seller did not deliver, we will refund you. This policy does not limit any right you have under the law against the seller or against us.
Frenzy Brands Inc. (operating as FrenzyGo)
120 Harrison Garden Blvd, Toronto, ON M2N 0H1, Canada
Email: [email protected]
Support: Contact support form