Customers must check their order immediately upon delivery.
If you receive an incorrect, missing, unsafe, or poor-quality food item, you may request a refund within 10 minutes of delivery by providing evidence (photo, video, or detailed description). Requests made after 10 minutes will not be accepted.
Order Up will review and process refunds for missing or incorrect items. Vendors remain responsible for order accuracy. Customers may also choose to contact the restaurant directly to notify them of the issue.
For coffee, ice cream, and other temperature-sensitive items, delivery time, distance, and island weather conditions may affect the condition of these products.
Refunds will not be issued for temperature-related changes (e.g., ice cream softening, coffee cooling, or hot food not arriving piping hot) unless the item is proven unsafe for consumption.
2. Catering Orders
Catering orders may be cancelled before the vendor begins processing. If processing has already started, no refund will be issued.
For scheduled catering orders, refunds are not guaranteed as vendors may begin preparation in advance. In exceptional cases where a refund is approved, a 50% fee of the total bill will be applied.
3. Flower Orders
Refunds for flower arrangements are only applicable if the order arrives damaged or incorrect.
Customers must provide photo or video evidence immediately upon delivery to support a refund claim.
Due to the perishable nature of flowers, they are otherwise non-returnable and non-refundable.
4. Groceries & Retail Products
Refund requests for non-food retail items must be made within 7 days of delivery.
Items must be unused, in their original packaging and condition.
For defective or damaged items, customers should contact the vendor directly to begin the return process.
Perishable groceries (fresh produce, dairy, meat, frozen goods, etc.) are non-returnable, except if delivered in damaged condition (evidence required).
5. Non-Returnable Items
The following are not eligible for return or refund:
Perishable groceries (unless delivered damaged)
Temperature-sensitive items (ice cream, hot coffee, etc.) unless unsafe for consumption
Personalized or custom products
Personal care or hygiene items
Clearance or final-sale items
6. Chargebacks
In the event of a chargeback, Order Up will manage the dispute with both the customer and the vendor.
Fraudulent or abusive chargebacks may result in account suspension or permanent ban.
7. Wallet Refunds
Funds added to the Order Up wallet are non-transferable and intended for use within the app only.
Customers should only add funds they plan to use.
If a customer requests a refund of unused wallet funds, the original payment processing fee (currently 4.7%) will be deducted from the refund amount, as payment processors do not refund these fees.
Refunds will not be granted where customers simply decide not to use the service after adding funds.
8. Return Process
For eligible returns, customers must contact the vendor directly.
Vendors are responsible for providing clear return instructions.
Order Up may assist in disputes, but vendors are ultimately responsible for handling product returns.
Note: By placing an order on Order Up, you agree to this policy. Order Up reserves the right to update this policy at any time.
