Refund policy

1. What this policy covers

MyGroupOrders provides tools for independent group order managers, who sell the merchandise you order. Payments made through the app use Stripe. Read this policy with the buyer terms and the GOM terms. Your statutory consumer rights apply alongside these policies.

2. Changing or cancelling an order

You can change or withdraw your order before its deadline. Where your online payment exceeds the amount still owed after a permitted change or withdrawal, the excess is queued for refund.

After the deadline the GOM may have committed to buying stock. Ask the GOM about cancellation. This operational deadline does not remove any cancellation or other remedy required by consumer law.

3. When a group order is cancelled

If the GOM cancels the group order, every online payment for that order is queued for a full refund to the original payment method. Processing depends on Stripe and your bank; the refund must still meet any applicable legal deadline. Contact support if a refund fails or does not arrive.

4. Missing, damaged or incorrect items

Tell the GOM promptly through the group order page and use "Something's wrong" when confirming receipt. If possible, include photos and the order reference. The buyer terms request reports within seven days to help investigate promptly; that request is not a time limit on your statutory rights.

Where the seller is acting as a trader, applicable consumer protections can include rights for faulty or misdescribed goods and distance-selling cancellation rights. A pre-order alone does not remove those rights. Any lawful exception depends on the goods and circumstances.

5. How to request help or a refund

Contact the GOM for merchandise and delivery problems. Contact our support address for payment errors, duplicate charges or an unresolved platform issue. Include your account email, order or payment reference and a short explanation. Do not send passwords or full card or bank details. We assess the request and explain the next step.

6. Subscriptions and trials

The current app takes group-order payments and a platform fee. It does not currently offer recurring subscriptions. If you purchase a paid plan in future, the price, billing interval, renewal arrangements, any trial and cancellation terms shown before purchase apply. Cancellation stops future renewals under those arrangements. Access through the paid period and refund eligibility follow the offer, alongside your statutory rights. Contact support for a billing error or service that does not meet its description. A trial applies only when expressly offered.

7. Your rights and policy updates

Refunds required by law are not discretionary. Spending postage or customs costs does not, by itself, remove a legal entitlement to a refund. You can contact your payment provider or obtain independent consumer advice. Future policy changes do not retrospectively remove rights relating to an existing purchase.