Refund policy
Last updated: July 6, 2026
Order refunds — before pickup
You can cancel before the Cook starts cooking, on the order detail screen. Stripe refunds the full charge automatically. If the Cook cancels the order (out of stock, kitchen emergency, etc.), the same auto-refund happens. Cancellation after the Cook starts cooking but before pickup is at the Cook's discretion — message them directly.
Order refunds — after pickup
If something was wrong with your order — food was off, a dish was missing, an allergen wasn't disclosed — open the order and tap Report. Refunds under $10 auto-approve when the issue is clear-cut and the buyer has no prior pattern of bad-faith reports. Larger refunds and food-safety reports go through human review with a target SLA of 24 hours on weekdays. Stripe issues the refund to the original payment method.
The 48-hour payout hold
Stripe holds the Cook's payout for 48 hours after pickup. This window exists for refunds and disputes — most orders never use it. If a refund is issued during the hold, the funds never leave Stripe. After 48 hours, Stripe routes the payout to the Cook's linked bank account; refunds after that point are settled against future Cook payouts.
Pro subscription refund window
30-day free trial = $0 charged. Cancel during trial = no refund needed (you weren't charged). After your first paid charge, you have 7 days to request a prorated refund — past 7 days, no refund (Pro perks continue through the cycle you paid for). If you switch from monthly to annual mid-cycle, the unused monthly portion is credited toward the annual.
Disputes + Eatcircle's mediation role
When Buyer and Cook disagree on a refund, Eatcircle mediates in good faith — we read both sides, weigh the evidence (chat transcript, order detail, photos), and decide. Final refund and cancellation calls are at Eatcircle's discretion as the platform operator. We do not arbitrate every disagreement publicly — outcomes are private to protect both parties. Patterns of bad-faith reporting (Buyer or Cook side) feed into the strike system documented in our community guidelines.
How to request
In-app: open the order, tap Report. By email: info@eatcircle.com — include the order number and a brief description.