Before seller acceptance
Customer-initiated cancellations before the seller accepts are generally eligible for a full refund based on the original order amounts.
ORDER SUPPORT
Refund & cancellation.
Cancellation and refund outcomes depend on the original order, who is responsible, and how far the seller has progressed. Arctic Plate uses the order’s original pricing record rather than re-pricing the order later.
Food returns & exchanges
All food sales are final. Due to the perishable nature of food products, Arctic Plate does not accept returns or exchanges of food products. This does not limit cancellation or refund remedies for eligible orders that are cancelled before fulfillment, cannot be fulfilled by the seller, are not delivered as agreed, or otherwise qualify under the order-support policy below.
HOW REQUESTS WORK
Request first. Review before money moves.
Customers can submit a cancellation/refund request from an eligible order. The seller may be asked to confirm preparation status, and an Arctic Plate administrator may review the request before a refund is processed.
Accepted, not started
If the seller accepted but has not started preparation, refundable amounts are determined from the original order snapshot and the applicable cancellation policy.
Preparation started
The seller may retain the documented value of food already prepared. Unprepared merchandise and unused delivery can be refundable; evidence or administrator review may be required.
Seller or platform fault
Cancellations caused by the seller, Arctic Plate, or a system error are generally handled differently from customer-initiated cancellations and can result in a full customer refund.
Payment-provider timing
After a refund is approved and processed, the time it takes to appear in the customer’s account can depend on the payment provider and financial institution.