Refund Policy

At Grocefully, your satisfaction matters to us. Because we act as your purchasing agent — placing orders at supermarkets on your behalf — refunds involve both the grocery items (handled by the supermarkets) and our service fee. This policy explains how each works and how to request a refund.

1. How Grocefully Works

Grocefully is a grocery comparison and purchasing agent service. When you place an order through Grocefully, we place orders at one or more supermarkets on your behalf. You pay the supermarket's grocery prices, any applicable delivery fees, and our service fee. Because the supermarkets fulfil your order directly, refund responsibilities are shared between Grocefully and the supermarkets.

2. Grocery Item Refunds

Since you are purchasing directly from each supermarket (with Grocefully acting as your agent), refunds for grocery items are subject to each supermarket's own refund and returns policies. We will coordinate with the relevant supermarket on your behalf to facilitate refunds for:

• Missing items not included in your delivery
• Damaged or spoiled items
• Incorrect items delivered (wrong product or wrong size)
• Quality issues (e.g. items past their use-by date)
• Substitutions you did not accept

To request a grocery item refund, contact us as soon as possible after receiving your delivery. Where possible, please include a photo of the affected item(s) to help us resolve your issue quickly.

3. Service Fee Refunds

We offer a money-back guarantee on our service fee. If we did not save you money on your order (after accounting for our fee), contact our support team and we will refund the service fee in full.

We may also refund the service fee (in full or in part) at our discretion in cases where:

• A significant portion of your order was unavailable or cancelled
• There was a major issue with the ordering process caused by us
• Your overall experience fell short of what we promise

4. Cancellations

You may cancel or modify orders up until each supermarket's cut-off time (typically a few hours before your scheduled delivery). If you cancel before the cut-off:

• Grocery charges will be fully refunded by the supermarket
• Our service fee will be fully refunded

After the cut-off time, cancellations are subject to each supermarket's policies and a refund may not be possible for the grocery items. Please check the individual supermarket's terms for their specific cut-off times.

5. Delivery Issues

If you experience any of the following delivery issues, please contact us and we will work with the relevant supermarket to resolve it:

• Order not delivered at all
• Order delivered to the wrong address
• Significant delay beyond the scheduled delivery window
• Delivery fees charged incorrectly

6. How to Request a Refund

To request a refund, please contact our support team with:

• Your order number or the email address associated with your account
• A description of the issue
• Photos of affected items (if applicable)

You can reach us at:

Email: support@grocefully.com

We aim to respond to all refund requests within 2 business days. Once a refund is approved, processing times depend on the refund type:

• Service fee refunds — processed within 5–10 business days back to your original payment method
• Grocery item refunds — timelines vary by supermarket, but we will keep you updated throughout the process