TWISH CART™ Cancellation Policy
Effective Date: November 10, 2025
Applies to: twishcart.com, Twish Cart™ mobile apps, and any ordering channels operated by Twish Technologies Inc. (“Twish Cart”, “we”, “us”).
By placing an order, you acknowledge and agree to this Policy. Nothing in this Policy limits any non-waivable rights you have under applicable laws (including the Consumer Protection Act (Québec)).
1) Key Definitions
Cart Pool / Pool: the group order created for a community, route, or delivery window.
Pool Cut-Off / Pool Closure: the posted deadline after which a pool is locked and purchasing with suppliers begins.
Ready Notification: message (push/SMS/email) confirming your order is packed and ready for delivery or pickup.
Delivery Window: the time range shown at checkout (subject to logistics, weather, and supplier capacity).
2) Free Cancellation Window
Within 1 hour of placing your order: Free cancellation (no fee) provided the pool has not closed and we have not begun supplier processing.
You can cancel in the app under Orders → Cancel or by contacting support at contact@twishcart.com.
3) After 1 Hour but Before Pool Cut-Off
If you cancel after 1 hour but before the Pool Cut-Off, a Cancellation Fee of 50% of the order value applies.
Why: covers supplier holds, administrative, and pooled logistics costs already incurred for your slot.
4) After Pool Cut-Off (Pool Locked) — No Cancellation
Once a pool is locked and supplier processing has started, orders cannot be cancelled or refunded.
This ensures fairness to suppliers and fellow members who rely on confirmed volumes for pricing and routing.
5) No-Show / Non-Pickup / Customer Unavailable
If your order is ready but not picked up within the ready window, or delivery fails due to refusal/unavailability/incorrect address:
Products may be rerouted (fees apply) or donated to a local food bank after 24 hours to reduce waste.
No refund will be issued in these cases.
Redelivery or rescheduling fees (as posted on the Platform at the time) may apply.
6) Order Changes & Edits
You may edit quantities or add items up to the Pool Cut-Off.
After the Pool Cut-Off, no edits are possible. If a change is essential (e.g., allergy substitution), contact support immediately; approval is not guaranteed.
7) Substitutions & Out-of-Stocks
If an item is unavailable, we reserve the right to substitute it with an equivalent brand/size/format at equal or better value unless you toggle “No substitutions” at checkout.
If no suitable substitution exists, we’ll remove the item and refund that line item.
Substitution preferences are honoured on a best-effort basis and may vary by supplier and region.
8) Pricing, Fees & Authorizations (Group-Buy Model)
Pooled pricing is based on supplier availability and volume commitments; posted prices may vary by pool, route, and week.
At checkout, you authorize Twish Cart™ to pre-authorize or charge your payment method for item total + taxes + delivery/service fees + bottle deposits/eco-fees (if applicable).
If the pool fails to meet minimums, Twish Cart™ may delay, reroute, split, or cancel with a refund at our discretion.
9) Refund Method & Timing
Approved refunds are made to the original payment method; if not possible, a Twish Cart™ credit may be issued.
If you used Food Coins, the refund is in Food Coins (not cash).
Refund timing depends on your bank/card but is typically 5–10 business days after we process it.
10) Perishables, Food Safety & Quality Claims
For perishables, report missing/damaged/unsafe items within 24 hours of delivery/pickup via the app or contact@twishcart.com. Include order number, photos, and the issue.
Approved resolutions may include replacement, line-item credit, or refund at Twish Cart’s discretion.
For safety, please refrigerate/freeze promptly upon receipt; Twish Cart™ is not responsible for spoilage due to delayed pickup/unavailability.
11) Fraud, Abuse & Chargebacks
We may deny refunds, apply fees, suspend accounts, or pursue recovery for suspected abuse (e.g., repeated refund claims, false non-delivery).
Twish Cart™ disputes illegitimate chargebacks with delivery GPS/scan/photo and pool logs. Account access may be paused during a dispute.
12) Force Majeure & Operational Exceptions
Severe weather, road closures, supply shocks, public health orders, or other force majeure may require delays, substitutions, or cancellations.
Our liability in such cases is limited to reasonable efforts to deliver, reschedule, or refund undelivered items.
13) Québec & Canada Consumer-Protection Compliance
We comply with Canadian and Québec consumer-protection laws, including PIPEDA and (in Québec) the Consumer Protection Act (CPA) and Charter of the French Language requirements for consumer contracts.
Disclosure: Key price, fees, delivery, pool cut-off, and identity details are disclosed at checkout; a contract confirmation is provided electronically.
Cooling-off / distance contract rights (Québec): Where the CPA grants a cancellation right for distance contracts due to missing statutory information or failure to perform within statutory time limits, you retain those rights. Twish Cart™ will honour any mandatory remedies (refunds/credits) required by law.
Language: A French version of this Policy and our Terms is available upon request. In Québec, the French version will be provided and used for consumer contracts in accordance with law.
Severability / precedence: If any clause conflicts with a mandatory consumer right under Québec or Canadian law, the mandatory right prevails, and the remainder of this Policy remains in force.
14) How to Cancel or Get Help
In-app: Orders → Cancel (if within the allowed window).
Email: contact@twishcart.com (include order number, pool, and reason).
Phone (support hours posted in app).
Emergency food-safety issues: indicate “URGENT – SAFETY” in the subject line.
15) Updates to this Policy
We may update this Policy from time to time. Changes take effect when posted on the Platform with a new “Effective date.” Your continued use after updates constitutes acceptance.
16) Quick Reference
Free cancel: within 1 hour and before Pool Cut-Off.
50% fee: after 1 hour but before Cut-Off.
No cancel/refund: after Cut-Off (pool locked).
No-Show/Unavailable: no refund; items may be donated after 24h; redelivery/reschedule fees may apply.
Report issues: within 24 hours of delivery/pickup (photos + order number).
Québec/Canada mandatory consumer rights always apply.