Refund, Cancellation & Order Issues Policy
Last updated: July 5, 2026
This Refund, Cancellation & Order Issues Policy explains how RideGro handles substitutions, unavailable items, cancellations, refunds, credits, missing items, damaged items, perishable products, delivery issues, placement issues, and other order-related concerns.
By placing an order with RideGro, customers agree to this policy.
Substitutions and Unavailable Items
Product availability may change without notice. Items may be unavailable due to inventory changes, store conditions, supplier availability, weather, operating hours, product recalls, product quality concerns, or other circumstances outside RideGro’s control.
If an item is unavailable, RideGro may take one or more of the following actions:
Contact the customer for instructions;
Use a customer-approved replacement;
Select a reasonable replacement if the customer has allowed substitutions;
Remove the unavailable item from the order;
Issue a refund or credit for the unavailable item;
Cancel the order if fulfillment is not reasonably possible.
RideGro may consider brand, size, price, dietary description, intended use, and product category when selecting a replacement. RideGro does not guarantee that a replacement will be identical to the unavailable item.
Customer Instructions, Allergies, and Restrictions
Customers are responsible for identifying allergies, dietary restrictions, brand restrictions, ingredient restrictions, religious restrictions, medical restrictions, or other special requirements before fulfillment begins.
RideGro will attempt to follow clear written instructions, but RideGro does not guarantee allergen-free, cross-contact-free, medically suitable, or diet-specific sourcing unless expressly confirmed in writing before fulfillment begins.
Customers are responsible for reviewing product labels, ingredients, warnings, expiration dates, preparation requirements, and suitability before use or consumption.
Perishable, Frozen, Refrigerated, and Temperature-Sensitive Products
Customers may order perishable, frozen, refrigerated, or temperature-sensitive products at their own discretion.
RideGro will use reasonable procedures for handling such products, which may include insulated bags, coolers, cold packs, timing controls, or delivery scheduling.
However, RideGro cannot guarantee product temperature after delivery or placement when the customer, a third-party location, vehicle, property, weather, delay, access issue, unattended placement, or failure to retrieve products promptly affects product condition.
If an order is placed in a vehicle, property, lobby, reception area, storage area, porch, garage, or other unattended location, the customer assumes responsibility for promptly retrieving and properly storing perishable, frozen, refrigerated, or temperature-sensitive items after delivery or placement.
RideGro is not responsible for spoilage, melting, warming, freezing, leaking, odor, texture change, product deterioration, or food safety concerns caused by customer delay, unattended delivery, delayed pickup, vehicle temperature, weather exposure, restricted access, inaccurate delivery timing, or failure to retrieve products promptly after delivery confirmation.
Cancellation Requests
Customers may request to cancel an order by contacting RideGro as soon as possible. Cancellation eligibility depends on the status of the order at the time the request is received.
Orders cancelled before RideGro has started shopping, sourcing, preparing, packing, coordinating delivery, coordinating placement, or otherwise fulfilling the order may be eligible for a full refund.
Once RideGro has begun shopping, sourcing, preparing, packing, coordinating delivery, coordinating placement, or otherwise fulfilling the order, the order may no longer be eligible for full cancellation.
RideGro may, at its discretion, refund items that have not yet been purchased, sourced, prepared, packed, committed, or otherwise incurred, but may retain amounts necessary to cover purchased products, special-order items, perishable items, operational costs, payment processing costs, preparation time, delivery coordination, access coordination, and other expenses already incurred.
Completed Orders
Orders that have already been delivered, placed at the delivery location, placed inside an authorized vehicle, placed at an approved property, handed to a customer or authorized recipient, or otherwise completed are not eligible for cancellation or refund, except where RideGro determines that a refund, credit, replacement, or other resolution is appropriate due to a verified RideGro error.
Same-Day, Rush, Custom, and Time-Sensitive Orders
Same-day, rush, priority, special-request, custom, large, perishable, refrigerated, frozen, prepared, temperature-sensitive, or time-sensitive orders may become non-cancellable once accepted, purchased, prepared, scheduled, or committed for fulfillment.
Failed Delivery or Placement Caused by Customer Information or Access Issues
If RideGro is unable to complete delivery or placement due to inaccurate customer information, unavailable access, incorrect delivery instructions, incorrect timing, failure to respond, vehicle unavailability, location unavailability, unsafe conditions, restricted access, or circumstances outside RideGro’s reasonable control, RideGro may treat the order as completed or partially completed and may limit or deny cancellation or refund requests.
Perishable Product Refunds
Perishable, refrigerated, frozen, prepared, or temperature-sensitive products cannot be returned or resold after purchase, preparation, delivery, attempted delivery, placement, or attempted placement.
Refunds for these items are limited and may be denied unless RideGro determines that the issue resulted from a verified RideGro error.
Reporting Missing, Incorrect, Damaged, or Spoiled Items
Customers must report missing, incorrect, damaged, spoiled, or materially defective items as soon as possible and no later than 24 hours after delivery or placement confirmation, unless applicable law requires a longer period.
RideGro may request photos, order details, delivery details, product packaging, timestamps, communications, or other information to evaluate the issue.
Failure to provide requested information may limit RideGro’s ability to issue a refund, credit, replacement, or other resolution.
Refunds and Credits
Refunds or credits may be issued at RideGro’s discretion based on the circumstances, evidence provided, product type, order status, order history, timing, customer instructions, delivery conditions, placement conditions, and applicable law.
RideGro may deny refunds or credits for issues caused by:
Customer delay;
Inaccurate instructions;
Incomplete contact information;
Unattended delivery;
Failure to retrieve products promptly;
Weather exposure after delivery;
Vehicle temperature after placement;
Property conditions after placement;
Customer preference changes;
Product characteristics that were accurately represented;
Product substitutions accepted or allowed by the customer;
Issues reported after the required reporting period;
Restricted access or failed access caused by the customer or delivery location.
Refunds, if approved, may be issued to the original payment method or as RideGro credit. Processing times may vary depending on payment processors or financial institutions.
RideGro-Initiated Cancellations
RideGro reserves the right to cancel any order due to product unavailability, safety concerns, access limitations, suspected fraud, restricted products, operational limitations, weather, emergencies, payment issues, customer non-response, or other circumstances that prevent reasonable fulfillment.
If RideGro cancels an order before fulfillment is completed, RideGro may issue a refund for amounts not already incurred, committed, purchased, prepared, or otherwise non-refundable under these policies.
No Third-Party Responsibility for RideGro Refunds or Order Issues
RideGro is responsible for reviewing RideGro order issues under this policy.
Third-party vehicle operators, property operators, lodging operators, travel providers, access coordinators, retailers, delivery locations, or other third parties are not responsible for RideGro refunds, credits, missing items, substitutions, product quality, product condition, or customer support unless they separately agree in writing.
Customers should contact RideGro directly regarding order issues.
Contact
Questions, customer service requests, order issues, cancellation requests, refund requests, or credit requests should be directed to RideGro.
RideGro
Email: hello@ridegro.com
Website: ridegro.com
