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Cancellation policy

GrubbShack Cancellation Policy

 

Effective Date: 5/12/2025

GrubbShack, operated by Protreon Inc., is committed to fairness and accountability across our platform. This policy outlines how cancellations are handled for customers, vendors (restaurants), and drivers (delivery partners).

1. Customer Cancellations

 

1.1 When Can Customers Cancel?

Customers may cancel an order through the app or website depending on the order's status:

  • If the order has not been confirmed by the restaurant or assigned to a driver, you may receive a full refund.
  • If the order has been confirmed or is being prepared, a partial refund may be available.
  • If the order has already been picked up or delivered, refunds are not guaranteed and will be reviewed by our support team.

 

1.2 How to Cancel or Request a Refund

  1. Go to the GrubbShack app or website
  2. Navigate to “Orders” and select the relevant order
  3. Click “Report a Problem” to explain the issue and upload photos if needed

 

1.3 Refund Outcomes

  • Full Refund – Order not prepared or picked up
  • Partial Refund – Some items missing or incorrect
  • No Refund – Valid delivery completed as ordered

 

2. Vendor Cancellations

 

2.1 When Vendors May Cancel

Restaurants may cancel orders in certain cases, such as:

  • Item(s) unavailable
  • Restaurant is closed or unable to fulfill order
  • Technical or operational issue

 

2.2 Vendor Responsibility for Refunds

If a refund is issued due to a vendor error, GrubbShack may deduct the amount from the vendor’s payout. Examples include:

  • Missing or incorrect items
  • Ignored special instructions (e.g., allergy warnings)
  • Cold or poor-quality food
  • Unresponsive or closed after order acceptance

 

2.3 Deductions

  • 25% for minor issues (e.g., sauce missing)
  • 50% for side or drink missing
  • 100% for full item missing or serious issue

 

2.4 Vendor Disputes

Vendors may dispute a deduction within 14 days by logging into the Merchant Dashboard and submitting a dispute form with evidence.

 

3. Driver Cancellations

 

3.1 When Drivers May Cancel (Unassign)

Drivers may drop an order for legitimate reasons:

  • Long wait times at restaurant
  • Unreachable customer or incorrect address
  • Personal emergency

 

3.2 Driver Responsibility for Refunds

If a refund is issued due to driver fault, GrubbShack may take corrective action, which may include:

  • Pay deductions (in repeated cases)
  • Account warning or suspension
  • Permanent deactivation for theft, fraud, or gross misconduct

 

3.3 Examples of Driver-At-Fault Cancellations

  • Marking order as delivered but customer didn’t receive it
  • Delivering to the wrong address
  • Food tampering or loss
  • Rude or inappropriate behavior

 

3.4 Driver Disputes

Drivers may dispute penalties within 7 days via the Driver Support portal, including proof (photos, GPS route, PIN confirmation).

 

Contact Support

If you have questions or believe a cancellation was handled incorrectly, please contact our team: