This Refund Policy explains how CribNosh may handle cancellations, refunds, credits, reversals, and issue-based remedies for orders placed through the CribNosh Platform.

This Policy should be read together with our Terms of Service, Privacy Policy, Community Guidelines, and any creator, driver, or payout rules that apply to the relevant order flow.

• CribNosh is a marketplace and technology platform.
• Refund outcomes depend on the order state, payment state, evidence available, and the reason for the issue.
• Not every issue results in a full refund.
• Some orders may involve separate creator segments or grouped checkouts, so one part of an order may be refunded while another part remains valid.
• Bank and payment-provider timing may affect when a reversal or refund appears.

Nothing in this Policy excludes rights you may have under applicable consumer law.

Refund and cancellation outcomes may differ depending on whether the order is:

• pending;
• confirmed;
• preparing;
• ready;
• picked up;
• in transit;
• delivered;
• completed; or
• already cancelled, refunded, or under exception review.

If food has already been prepared, collected, delivered, or handed over, the available remedies may be narrower than for an order that never moved into fulfilment.

An order may be cancelled by:

• the customer;
• the Food Creator;
• the Driver where relevant to delivery assignment or fulfilment;
• CribNosh staff; or
• CribNosh systems automatically.

Without limitation, an order may be cancelled where:

• payment authorisation fails, is reversed, expires, or is blocked;
• a family approval requirement is not met, is rejected, or expires;
• the Food Creator declines, fails to respond, or cannot start or complete the order in time;
• ingredients, items, or fulfilment capacity become unavailable;
• the Food Creator, Driver, or customer loses eligibility or is suspended or restricted;
• delivery becomes unsafe, unlawful, impossible, or commercially unreasonable;
• the order appears fraudulent, duplicated, manipulated, or invalid;
• the order needs to be paused or stopped for safety, legal, moderation, or support reasons; or
• a technical, dispatch, or operational recovery flow requires cancellation.

Customers may be able to cancel an order before acceptance or before preparation starts. Once preparation, pickup, or delivery activity has started, a full refund is not guaranteed.

Customer-requested cancellation may result in:

• no charge;
• a payment authorisation release;
• a partial refund;
• no refund; or
• another remedy allowed by the circumstances and applicable law.

We may take into account:

• whether the Food Creator accepted the order;
• whether preparation started;
• whether delivery assignment or pickup had already occurred;
• whether the order included custom, time-sensitive, or perishable items; and
• whether the customer issue was caused by inaccurate address details, unavailability, or other customer-side factors.

If a Food Creator, Driver, or CribNosh cancels an order, we may issue:

• a full refund;
• a partial refund;
• account credit;
• a reprocessed order segment;
• a replacement fulfilment flow; or
• no additional remedy where no charge was captured or where the issue affected only a limited order segment.

We may review refund or compensation requests for issues such as:

• missing items;
• incorrect items;
• materially misleading substitutions;
• damaged packaging;
• unsafe handoff;
• non-delivery;
• serious delays;
• food quality issues;
• allergen, ingredient, or labelling concerns;
• spoilage or temperature concerns; and
• delivery to the wrong address or wrong recipient.

Depending on the issue, we may ask for:

• photos;
• videos;
• timestamps;
• delivery notes;
• proof-of-delivery context;
• packaging details;
• order messages;
• support statements; or
• any other reasonably relevant evidence.

If a substitution is offered, accepted, or otherwise permitted under the applicable order flow:

• it remains subject to availability and safety;
• it must not be materially misleading or unsafe;
• it may affect the refund analysis; and
• a complaint about a substitution may be accepted, rejected, or partially granted depending on the evidence.

Where an order contains multiple items, multiple creator segments, or mixed outcomes, CribNosh may provide:

• an item-level refund;
• a creator-segment refund;
• a partial order refund;
• an account credit;
• a promotional credit; or
• another limited remedy.

Credits, compensation, rewards, Nosh Points, ForkPrint points, and similar promotional value may be reversed, withheld, corrected, or forfeited if:

• the underlying order is cancelled or refunded;
• a payment is reversed or charged back;
• fraud or abuse is suspected;
• the award was granted in error; or
• a policy breach is found.

Where a refund or reversal is approved:

• it is usually sent to the original payment method unless we state otherwise;
• payment-provider and bank processing times may vary;
• settlement timing may depend on whether funds were only authorised or were already captured or transferred; and
• some reversals may appear faster or slower than the original transaction.

Any time estimates we provide are best-effort only and are not guaranteed.

If you raise a payment dispute, chargeback, or card claim with your bank or payment provider:

• we may pause or limit parallel refund handling while the dispute is reviewed;
• we may share relevant order, delivery, support, fraud, or evidence records with the payment provider or financial institution where lawful;
• related credits, rewards, or compensation may be reversed or frozen; and
• fraudulent or abusive dispute behaviour may result in account restrictions.

We may apply reasonable reporting windows for different issue types. For example:

• some issues should be reported promptly after delivery or handoff;
• food quality, safety, or missing-item complaints may require fast reporting while evidence remains available;
• some late complaints may be declined where evidence can no longer be fairly assessed.

Even where a complaint is late, we may still review it if the issue appears serious, safety-related, or legally significant.

We may deny, reduce, or reverse a requested remedy where we reasonably conclude that:

• the evidence does not support the claim;
• the complaint is false, abusive, manipulative, or retaliatory;
• the issue was caused mainly by customer error, including inaccurate delivery information;
• the order was materially consumed, used, or accepted without prompt complaint despite an obvious issue;
• the request falls outside a reasonable reporting period;
• the issue was already remedied fairly; or
• applicable law or policy does not require the remedy sought.

Some issue reports may trigger:

• support review;
• fraud review;
• food-safety review;
• moderation review;
• creator or driver account restriction;
• payout review or offset;
• legal or insurer escalation; or
• reporting to competent authorities where required or appropriate.

We may preserve messages, media, proof-of-delivery material, operational logs, payout records, and related evidence for these purposes.

Where family-account controls apply:

• a pending approval request may expire or fail if checkout inputs change;
• removal of a family member or shared payment access may stop the order flow;
• the parent or primary account holder may remain responsible for authorised family spending and shared payment use; and
• family-account changes may affect whether a refund is issued to the original payment method, the primary account holder, or the family-account balance context used for the purchase.

Goodwill credits, vouchers, apology offers, courtesy refunds, or promotional remedies are discretionary unless required by law or expressly promised by us.

Nothing in this Policy guarantees a particular compensation amount, account credit, or promotional remedy in any case.

If you need help with an order issue, please use the in-app support or help flow where available, or contact:

Support Email: support@cribnosh.co.uk

Legal and Policy Contact: legal@cribnosh.co.uk

This Refund Policy explains how CribNosh may handle cancellations, refunds, credits, reversals, and issue-based remedies for orders placed through the CribNosh Platform.

This Policy should be read together with our Terms of Service, Privacy Policy, Community Guidelines, and any creator, driver, or payout rules that apply to the relevant order flow.

• CribNosh is a marketplace and technology platform.
• Refund outcomes depend on the order state, payment state, evidence available, and the reason for the issue.
• Not every issue results in a full refund.
• Some orders may involve separate creator segments or grouped checkouts, so one part of an order may be refunded while another part remains valid.
• Bank and payment-provider timing may affect when a reversal or refund appears.

Nothing in this Policy excludes rights you may have under applicable consumer law.

Refund and cancellation outcomes may differ depending on whether the order is:

• pending;
• confirmed;
• preparing;
• ready;
• picked up;
• in transit;
• delivered;
• completed; or
• already cancelled, refunded, or under exception review.

If food has already been prepared, collected, delivered, or handed over, the available remedies may be narrower than for an order that never moved into fulfilment.

An order may be cancelled by:

• the customer;
• the Food Creator;
• the Driver where relevant to delivery assignment or fulfilment;
• CribNosh staff; or
• CribNosh systems automatically.

Without limitation, an order may be cancelled where:

• payment authorisation fails, is reversed, expires, or is blocked;
• a family approval requirement is not met, is rejected, or expires;
• the Food Creator declines, fails to respond, or cannot start or complete the order in time;
• ingredients, items, or fulfilment capacity become unavailable;
• the Food Creator, Driver, or customer loses eligibility or is suspended or restricted;
• delivery becomes unsafe, unlawful, impossible, or commercially unreasonable;
• the order appears fraudulent, duplicated, manipulated, or invalid;
• the order needs to be paused or stopped for safety, legal, moderation, or support reasons; or
• a technical, dispatch, or operational recovery flow requires cancellation.

Customers may be able to cancel an order before acceptance or before preparation starts. Once preparation, pickup, or delivery activity has started, a full refund is not guaranteed.

Customer-requested cancellation may result in:

• no charge;
• a payment authorisation release;
• a partial refund;
• no refund; or
• another remedy allowed by the circumstances and applicable law.

We may take into account:

• whether the Food Creator accepted the order;
• whether preparation started;
• whether delivery assignment or pickup had already occurred;
• whether the order included custom, time-sensitive, or perishable items; and
• whether the customer issue was caused by inaccurate address details, unavailability, or other customer-side factors.

If a Food Creator, Driver, or CribNosh cancels an order, we may issue:

• a full refund;
• a partial refund;
• account credit;
• a reprocessed order segment;
• a replacement fulfilment flow; or
• no additional remedy where no charge was captured or where the issue affected only a limited order segment.

We may review refund or compensation requests for issues such as:

• missing items;
• incorrect items;
• materially misleading substitutions;
• damaged packaging;
• unsafe handoff;
• non-delivery;
• serious delays;
• food quality issues;
• allergen, ingredient, or labelling concerns;
• spoilage or temperature concerns; and
• delivery to the wrong address or wrong recipient.

Depending on the issue, we may ask for:

• photos;
• videos;
• timestamps;
• delivery notes;
• proof-of-delivery context;
• packaging details;
• order messages;
• support statements; or
• any other reasonably relevant evidence.

If a substitution is offered, accepted, or otherwise permitted under the applicable order flow:

• it remains subject to availability and safety;
• it must not be materially misleading or unsafe;
• it may affect the refund analysis; and
• a complaint about a substitution may be accepted, rejected, or partially granted depending on the evidence.

Where an order contains multiple items, multiple creator segments, or mixed outcomes, CribNosh may provide:

• an item-level refund;
• a creator-segment refund;
• a partial order refund;
• an account credit;
• a promotional credit; or
• another limited remedy.

Credits, compensation, rewards, Nosh Points, ForkPrint points, and similar promotional value may be reversed, withheld, corrected, or forfeited if:

• the underlying order is cancelled or refunded;
• a payment is reversed or charged back;
• fraud or abuse is suspected;
• the award was granted in error; or
• a policy breach is found.

Where a refund or reversal is approved:

• it is usually sent to the original payment method unless we state otherwise;
• payment-provider and bank processing times may vary;
• settlement timing may depend on whether funds were only authorised or were already captured or transferred; and
• some reversals may appear faster or slower than the original transaction.

Any time estimates we provide are best-effort only and are not guaranteed.

If you raise a payment dispute, chargeback, or card claim with your bank or payment provider:

• we may pause or limit parallel refund handling while the dispute is reviewed;
• we may share relevant order, delivery, support, fraud, or evidence records with the payment provider or financial institution where lawful;
• related credits, rewards, or compensation may be reversed or frozen; and
• fraudulent or abusive dispute behaviour may result in account restrictions.

We may apply reasonable reporting windows for different issue types. For example:

• some issues should be reported promptly after delivery or handoff;
• food quality, safety, or missing-item complaints may require fast reporting while evidence remains available;
• some late complaints may be declined where evidence can no longer be fairly assessed.

Even where a complaint is late, we may still review it if the issue appears serious, safety-related, or legally significant.

We may deny, reduce, or reverse a requested remedy where we reasonably conclude that:

• the evidence does not support the claim;
• the complaint is false, abusive, manipulative, or retaliatory;
• the issue was caused mainly by customer error, including inaccurate delivery information;
• the order was materially consumed, used, or accepted without prompt complaint despite an obvious issue;
• the request falls outside a reasonable reporting period;
• the issue was already remedied fairly; or
• applicable law or policy does not require the remedy sought.

Some issue reports may trigger:

• support review;
• fraud review;
• food-safety review;
• moderation review;
• creator or driver account restriction;
• payout review or offset;
• legal or insurer escalation; or
• reporting to competent authorities where required or appropriate.

We may preserve messages, media, proof-of-delivery material, operational logs, payout records, and related evidence for these purposes.

Where family-account controls apply:

• a pending approval request may expire or fail if checkout inputs change;
• removal of a family member or shared payment access may stop the order flow;
• the parent or primary account holder may remain responsible for authorised family spending and shared payment use; and
• family-account changes may affect whether a refund is issued to the original payment method, the primary account holder, or the family-account balance context used for the purchase.

Goodwill credits, vouchers, apology offers, courtesy refunds, or promotional remedies are discretionary unless required by law or expressly promised by us.

Nothing in this Policy guarantees a particular compensation amount, account credit, or promotional remedy in any case.

If you need help with an order issue, please use the in-app support or help flow where available, or contact:

Support Email: support@cribnosh.co.uk

Legal and Policy Contact: legal@cribnosh.co.uk