Refund and Cancellation Policy

This Refund and Cancellation Policy explains how 7eats handles order cancellations, refunds, failed fulfillment, customer concerns, and payment disputes.

The exact rules for a specific order depend on the cook's cancellation policy shown at checkout, the order status, and the payment status.

Customers should review all order details before paying, including the meals, cook, price, taxes, fees, quantity, pickup or delivery method, timing, the cook's cancellation policy, and any special notes.

If something is unclear, contact the cook before ordering. 7eats may not be able to refund an order simply because a customer missed information that was shown before checkout.

Each cook sets one of two cancellation policies, shown to you at checkout before you pay:

• Refund before the lead date.You may cancel for a full refund up until the cook's lead time before your pickup or delivery. After that point, the order is final.
• All sales final. The cook does not accept cancellations or refunds for the order once it is placed.

The applicable policy and, where refunds are allowed, the exact cancel-by time are displayed on the cook's menu and again at checkout, where you must confirm you understand them before paying.

If a cook cancels or cannot fulfill an accepted order as promised, the customer will generally receive a full refund for the affected order unless the customer accepts a replacement arrangement.

Repeated cook cancellations, late fulfillment, unsafe food concerns, or inaccurate availability may lead to account review, limits, payout holds, or removal from 7eats.

When you place an order, your payment is authorized and held. Funds are released to the cook through platform tools such as pickup codes, delivery confirmation, or order status.

• If you cancel while a refund is allowed by the cook's policy, the held payment is refunded in full.
• If the cook's policy is "all sales final" or the refund window has passed, the payment is released to the cook.
• 7eats may delay release of funds during a dispute, safety report, chargeback, fraud review, or technical issue.

Cooks choose their cancellation policy during setup and can change it in their settings. The policy that applies to your order is the one shown at the time you place it.

Cooks are expected to keep this policy accurate and honor it. Repeated disputes or failure to honor a stated policy may lead to account review.

If an order is missing, materially different from the menu description, unsafe, spoiled, damaged, incorrectly labelled, or affected by a serious allergen concern, contact 7eats as soon as possible.

We may request photos, packaging, timing, message history, medical or public health details, and other information needed to review the concern. Depending on the situation, 7eats may issue a full refund, partial refund, credit, replacement coordination, account action, or no refund.

Customers are responsible for arriving during the pickup window or being available for the agreed delivery arrangement. If a customer does not pick up an order or is unavailable for delivery, the order may not be refundable.

Cooks should make reasonable efforts to communicate through the platform when there is a pickup or delivery issue, but they are not required to remake or hold food indefinitely.

If a customer disputes a payment with their card issuer, Stripe, or another payment provider, 7eats may share order records, messages, fulfillment confirmations, refund decisions, and related evidence with the payment provider.

Cooks may be responsible for chargebacks, dispute fees, refunds, or reversals connected to their orders, especially when the dispute is caused by failed fulfillment, inaccurate menus, unsafe food, fraud, or violation of platform rules.

Approved refunds are processed through the original payment method where possible. Banks, card networks, and payment providers may take additional time to show the refund on a customer's statement.

7eats cannot control bank processing times after a refund has been submitted.

To request help with a cancellation, refund, or order issue, email team@7eats.ca. Include your order number, cook name, issue summary, photos if useful, and any relevant messages.