Refunds & Cancellations Policy

1) Refunds

Approved refunds will be issued using the original payment method where possible. In certain cases, CanCater may issue refunds via an alternate method, including electronic transfer, at CanCater’s sole discretion. All refunds will be processed for the order amount less the 2.99% payment processing fee associated with the transaction.

Refund eligibility is subject to review and approval by CanCater in accordance with this policy. Refund processing times may vary depending on your financial institution and payment provider.

2) Cancellations

Customers may cancel a catering order at no charge up to twenty-four (24) hours prior to the scheduled delivery date and time of the catering order (“Scheduled Delivery Time”). Cancellations requested within 24 hours of the Scheduled Delivery Time may not be eligible for a refund and may be subject to the full order amount, at CanCater’s sole discretion.

3) Order Issues & Dispute Resolution

CanCater maintains a dispute resolution and refund review process for catering orders that are deemed incomplete, incorrect, unfulfilled, late, or not delivered, as determined by CanCater.

CanCater may request supporting information from the customer and/or the restaurant partner, including but not limited to order details, delivery confirmation, communications, and photographs where applicable.

Restaurant partners have fifteen (15) days following the scheduled catering event to initiate dispute resolution in relation to an order.

4) Resolution Determination

CanCater will review each dispute on a case-by-case basis and may conduct interviews or request additional information from the customer and the restaurant partner.

Based on its review, CanCater will determine the appropriate outcome, which may include partial compensation, full compensation, or no compensation, at CanCater’s sole discretion.

5) Chargebacks & Payment Disputes

If you have an issue with an order, you agree to contact CanCater first and allow us the opportunity to review and resolve the matter through our dispute resolution process before initiating a chargeback or payment dispute with your bank or card issuer.

Initiating a chargeback may delay resolution and may limit CanCater’s ability to provide a refund or other compensation while the chargeback is under review.

CanCater reserves the right to suspend or restrict access to the platform, including future ordering privileges, in cases involving excessive, fraudulent, or bad-faith chargebacks.