Refund & Returns Policy

1) Who is the seller?

GonnaOrder B.V. (“GonnaOrder”) provides the online ordering platform and payment rails on behalf of independent stores (the “Merchant”). GonnaOrder is not the seller of the goods, does not prepare or deliver them, and does not determine refund decisions. All refund eligibility and outcomes are set by the Merchant’s own policy and applicable law.

2) Payments and settlement

Payments you make through GonnaOrder are collected for the Merchant. Each order confirmation identifies the Merchant (name, address, contact details). Refunds—when approved by the Merchant—are paid from the Merchant to you via the same payment method where possible.

3) How to request a refund

If there’s an issue with your order, please contact the Merchant directly first. Use the contact details in your order confirmation (email/SMS/receipt) and provide:

  • Order number and date
  • Items affected and a brief description of the issue (e.g., missing item, wrong item, quality/temperature concern)
  • Photos where relevant (e.g., packaging, item received)

If you cannot reach the Merchant after reasonable attempts, contact GonnaOrder Support at support@gonnaorder.com with the same details and we will relay your request to the Merchant.

4) Common scenarios (guidance)

The Merchant will assess your request in line with its policy. Typical outcomes may include a full refund, partial refund (for specific items), replacement, or credit. Examples:

  • Order not received / delivered to wrong address: Merchant may refund in full or redeliver, subject to delivery investigation.
  • Missing/wrong items: Merchant may refund the affected items or offer a replacement/credit.
  • Quality issues (e.g., temperature, spoilage): Merchant may refund or replace after reasonable verification.
  • Late delivery: Remedies depend on the Merchant policy and external courier factors.
  • Allergy/dietary issues: You are responsible for checking allergen information and contacting the Merchant for advice before ordering; remedies depend on the Merchant policy.

Note: For safety, the Merchant may request that an item is not consumed and may ask for the item to be returned or for photos to verify the issue.

5) What’s usually not refundable

Unless the Merchant policy states otherwise or local law requires it, the following are typically not refundable:

  • Change-of-mind after preparation has started
  • Errors in the delivery address provided by the customer
  • Items consumed in part or in full when the issue cannot be verified
  • Personalized or custom items (unless defective)
  • Promotions, vouchers, or service fees, where the underlying service was provided

6) Timeframes

  • Reporting window: Please report issues as soon as possible and no later than 24 hours after the scheduled delivery/pickup time, unless local law or Merchant policy provides longer.
  • Refund processing: Once the Merchant approves a refund, it is typically initiated within 2–5 business days. Banking timelines may add 3–10 business days for funds to appear depending on your card issuer or payment method.

7) Chargebacks

You may have rights to dispute a card payment with your bank. If you start a chargeback, please notify the Merchant as well. GonnaOrder will provide transaction records to your bank upon request. Duplicate disputes or fraudulent claims may be rejected.

8) Digital receipts, credits & vouchers

  • Refunds are generally issued to the original payment method. Where not possible (e.g., expired card), the Merchant may offer store credit or an alternative method.
  • Promotional vouchers or coupons are not cash-redeemable and are not refunded unless required by law.

9) Role of delivery partners

If delivery is provided by a third-party courier, the Merchant remains your point of contact for refunds. The Merchant may need time to investigate courier confirmations (e.g., GPS/photo proof) before deciding on a remedy.

10) Your statutory rights

Nothing in this policy limits rights that cannot be waived under applicable consumer protection laws. Where local law grants mandatory refund or cancellation rights, the Merchant will comply with those requirements.

11) Contact

  • For refund decisions: contact the Merchant listed on your order confirmation.
  • If you cannot reach the Merchant: contact support@gonnaorder.com and we will pass your request to the Merchant.