Refunds and cancellations

This page covers two different things that are easy to confuse, so it treats them separately.

Part one — your subscription to U-Dispatch

Billing. Subscription fees are billed in advance for the agreed period, as set out in your subscription agreement.

Cancellation. You may cancel with the notice stated in that agreement. Cancellation takes effect at the end of the period already paid for; the workspace stays available until then.

Refunds. Fees already paid are not refunded on early cancellation, because the workspace remains available for the whole period. Two exceptions:

• A billing error on our side — an incorrect charge is refunded in full, in the period it is identified.
• A failure we cannot put right — where the service is materially unavailable for a sustained period and we cannot restore it, we refund the affected part of the period.

How a refund is made. To the method the payment came from, within fourteen days of it being agreed.

Your data on cancellation. Exportable throughout the wind-down period agreed with you, and deleted afterwards. Cancelling does not delete your data immediately.

Part two — orders on a marketplace running on U-Dispatch

We are not the seller. If you ordered food, your contract is with the marketplace operator you ordered from, and their own cancellation and refund policy applies. It is published on the domain you ordered from. We cannot cancel or refund an order on their behalf.

What the platform provides them. Operators using U-Dispatch can cancel an order before it is dispatched, refund an order in full or in part after it, record the reason on the order, and return money either to the original payment method through their gateway, to the customer’s wallet on the marketplace, or in cash where the order was paid in cash. Every one of those movements is recorded in the operator’s ledger and can be shown to the customer.

Which of those a given marketplace offers, and within what window, is that operator’s decision.

Chargebacks

Where an order was paid by card, the customer’s bank and the operator’s payment gateway govern any chargeback. We are not a party to it and hold no card data — the platform stores only a reference issued by the gateway.

Contact

For a subscription question, write to hello@u-dispatch.com. For an order, contact the marketplace you ordered from.