HalalMap Refund and Cancellation Policy

This Policy explains customer cancellation and refund handling for food, grocery, market, butcher, bakery, café, and other eligible marketplace orders placed through HalalMap in Canada. The current backend order, payment, delivery, and refund records determine what action can safely be performed. Mandatory consumer rights continue to apply.

1. Before confirming an order

Review the Merchant, items, quantities, substitutions, customizations, address or pickup location, timing, taxes, fees, tip, credits, and total before confirming. A Merchant may accept or reject the order based on hours, capacity, inventory, safety, or other operational facts. An authorization on a payment method is not itself Merchant acceptance.

2. Customer self-cancellation

HalalMap evaluates self-cancellation from the latest server-side state. The preview shown before cancellation is informational until the cancellation API confirms the result. A change in order, payment, or delivery state can make an earlier preview unavailable.

For the current V1 workflow:

• A PENDING or ACCEPTED paid order that remains safely cancellable is eligible for a refund request for 100% of the remaining eligible order amount.
• A PREPARING paid order that remains safely cancellable is eligible for a refund request for 50% of the remaining eligible order amount.
• If payment did not complete and no provider payment remains uncertain, cancellation results in no charge rather than a refund.
• Self-cancellation is blocked after delivery work has materially started, including assignment, arrival at the Merchant, pickup, travel to the customer, arrival, or delivery. Contact support for review.
• A delivered, already cancelled, rejected, or fully refunded order cannot be cancelled again through self-service.

The eligible amount is capped by the order total and reduced by refunds already requested, approved, or processed. The order total used by the current cancellation policy includes the recorded tip. Wallet credit and points already applied are treated according to their recorded tender limits. The confirmation screen is authoritative for the estimated amount created by self-cancellation.

3. Merchant or platform cancellation

If a Merchant rejects a paid order before fulfilment, or HalalMap cancels it because acceptance expired, inventory is unavailable, the Merchant cannot fulfil it, or an operational failure prevents fulfilment, the backend creates or enqueues the supported refund and tender-restoration work. Amounts for goods or services not provided are refunded subject to the captured payment and any partial fulfilment.

A failed payment normally means no settled amount exists to refund. A payment that remains pending or uncertain may require reconciliation before cancellation so HalalMap does not incorrectly state that no charge occurred. If you see a duplicate settled charge or a charge without a corresponding completed order, contact support with the order number and charge details that do not expose a full card number.

4. Order problems after acceptance or fulfilment

Contact support promptly through the order help flow or support@halalmap.ca for an order that was not delivered, contains a missing or wrong item, includes an unauthorized substitution, has a confirmed pricing error, arrives materially damaged or unsafe, or does not match a displayed halal or allergen representation. Provide the order number, affected items, a clear description, and available photos or other evidence.

HalalMap may review order status, Merchant records, delivery timestamps, permitted location events, communications, payment facts, and submitted evidence. The Merchant or Driver may be asked for relevant information. A report does not automatically guarantee a refund; the result depends on the verified facts, responsibility for the issue, amount affected, prior refunds, and applicable law.

5. Full and partial refunds

An authorized decision may approve a full refund, a partial refund for affected items or charges, a wallet credit, another account adjustment, or no refund. A full refund cannot exceed the captured refundable amount. Multiple partial refunds cannot exceed the remaining captured amount. The backend uses transaction locks, idempotency, provider identities, and reconciliation to prevent duplicate financial recovery.

Missing or wrong items usually support review of the affected item amount. A completely undelivered order caused by Merchant, Driver, or platform failure may support a full refund. Quality, temperature, delay, substitution, or preparation concerns are assessed according to severity, evidence, responsibility, and the usable portion of the order. Nothing here limits a non-waivable remedy.

6. Failed delivery and customer availability

Provide an accurate address, access details, safe instructions, and a reachable phone or messaging channel. If delivery cannot be completed because the address is wrong, access is unavailable, conditions are unsafe, or reasonable contact attempts fail, the order may be returned, left as instructed, or recorded as failed. A refund is not automatic when the failure was caused by inaccurate information or customer unavailability, but support will review the record and mandatory rights still apply.

If the Merchant, Driver, or platform caused the failure, HalalMap may refund the affected goods and appropriate delivery-related charges. Proof-of-delivery information is considered but is not conclusive when credible contrary evidence exists.

7. Refund method

The authorized backend supports Stripe refunds and HalalMap wallet credit. When the original captured Stripe payment is available and the processing decision selects Stripe, the refund is sent through the provider against that payment. Where wallet credit is the authorized or available route, the amount is credited to the customer's HalalMap wallet and recorded against the order. An explicitly selected unsupported method is rejected rather than silently converted.

Credits or points used on an order may be restored according to the applicable ledger and tender records. Promotions can be restored, replaced, or expire according to the promotion rules and the reason for the adjustment. HalalMap does not ask for a full card number to process a refund.

8. Fees and tips

The cancellation preview applies the current server policy to the eligible remaining order amount. For a safely cancellable PENDING or ACCEPTED order, the current 100% calculation includes recorded order charges within that eligible total. For a safely cancellable PREPARING order, the current 50% calculation applies to the eligible total. The exact amount shown before confirmation controls the self-service request.

For support-reviewed issues after fulfilment, item amounts, service or delivery fees, and tips are assessed according to which part of the order failed, responsibility, the payment captured, and applicable law. A completed tip is not automatically refundable merely because an unrelated item issue occurred. If no delivery occurred or a tip was charged incorrectly, support can include it in the review.

9. Processing and status

A customer cancellation can create a REQUESTED refund rather than an immediate provider refund. Authorized operators review and may move a refund through APPROVED, provider-processing, PROCESSED, or REJECTED states. A status displayed as requested or approved does not mean the financial institution has posted funds.

Once a Stripe refund is submitted, posting time depends on Stripe, card networks, the issuing bank, weekends, and account status. HalalMap cannot guarantee a bank settlement date. Wallet credit is recorded through the HalalMap ledger after authorized processing. Check the order and refund status and contact support if a processed provider refund does not appear after the financial institution's stated timeframe.

10. Chargebacks and abuse

You may exercise payment-card and consumer rights available to you. Contacting HalalMap first often allows the order record and refund route to be reviewed more quickly. Do not seek duplicate recovery through a HalalMap refund, wallet credit, Merchant reimbursement, and chargeback for the same loss.

False evidence, repeated duplicate claims, promotion abuse, or fraudulent chargebacks may lead to denial, account restriction, recovery of improperly obtained funds, or referral to the payment provider or authorities. A good-faith complaint or chargeback is not abuse merely because HalalMap disagrees with it.

11. Contact and review

Use the order help flow where available or email support@halalmap.ca. Include the order number, issue, affected items or charges, and useful evidence. Do not email full card credentials, verification codes, or unrelated sensitive information.

HalalMap will review the operational and financial record and communicate the result through supported account, email, or notification channels. Privacy questions about refund evidence may be sent to privacy@halalmap.ca. These rules are governed with the Customer Terms and the laws applicable to the transaction, including mandatory Alberta and Canadian consumer protections for the Edmonton launch market.