This Refund Policy explains how refunds work for Careit subscriptions, paid services, donation-only listings, the Careit Marketplace, Freshcue, and custom programs.
This policy is part of the Careit Terms of Service. Words used here have the same meaning as in the Terms unless this policy says otherwise.
Quick Summary
Different Careit services have different refund rules:
- Donation-only listings do not involve payment, so there is no item-price refund.
- Marketplace sales are between the buyer and the seller. Marketplace refunds are issued on the seller's payment account. Careit's 5% marketplace application fee follows marketplace refunds proportionally.
- Subscription fees are generally non-refundable once charged.
- Setup, implementation, data migration, professional-services, add-on, and one-time fees are generally non-refundable once work starts or the service is delivered.
- Signed agreements, order forms, statements of work, government agreements, procurement documents, grant-funded project terms, or similar written agreements control if they say something different.
Nothing in this policy limits rights that cannot be waived under applicable law.
Contract Precedence
If you have a signed written agreement with Careit, that agreement controls if it conflicts with this Refund Policy.
Examples include order forms, statements of work, municipal or county agreements, government procurement documents, grant-funded program terms, data-processing addenda, enterprise agreements, pilot agreements, implementation agreements, and custom support agreements.
If no signed written agreement applies, this Refund Policy applies.
Subscription Fees
Monthly subscriptions renew at the start of each billing period unless cancelled before renewal under the applicable plan or written agreement. Cancelling stops future renewal charges. It does not refund the current billing period.
Monthly subscription fees already charged are generally non-refundable.
Annual subscriptions require a full-year commitment unless a written agreement says otherwise. Annual subscription fees are generally non-refundable in whole or in part, including for unused months.
Careit may, in its discretion, issue a full or partial subscription refund for:
- a duplicate charge;
- a billing error caused by Careit;
- a charge made after a properly processed cancellation;
- extended Service unavailability materially caused by Careit; or
- another reason Careit approves in writing.
Setup, Implementation, Add-ons, and One-Time Fees
Setup fees, onboarding fees, implementation fees, training fees, data migration fees, professional-services fees, custom-development fees, grant/program launch fees, add-ons, and other one-time fees are generally non-refundable once work begins, access is activated, or the service is delivered.
If a written agreement includes a different refund, credit, milestone, or termination rule, that written agreement controls.
Donation-Only Listings
Donation-only listings do not permit payment, barter, required purchases, tips, credits, favors, or anything else of value for listed items.
Because no payment is allowed for donation-only listings, there is no item-price refund for donation-only listings.
If you believe someone requested or accepted payment for a donation-only listing, contact support@careit.com. Careit may review the issue and take action under the Terms of Service.
Paid Marketplace Transactions
The Careit Marketplace allows eligible sellers to sell eligible surplus grocery items to buyers.
Each marketplace sale is between the seller and the buyer. The seller is the merchant of record. Careit is the marketplace platform, not the seller.
Marketplace payments are processed through a third-party payment processor, currently Stripe, on the seller's connected payment account where supported. Refunds are issued on the seller's payment account.
Careit charges sellers a 5% marketplace application/platform fee unless a written agreement, promotion, or in-product notice says otherwise. The buyer pays the listed price and any listed delivery fee; Careit's marketplace fee is deducted from the seller's settlement.
When a marketplace refund is issued through Careit's marketplace tooling, Careit's 5% marketplace fee follows the refund proportionally. Careit does not keep its marketplace fee on refunded marketplace sales.
Example:
- If a $100 marketplace order is fully refunded, the buyer receives $100, the seller returns its net seller amount, and Careit returns its $5 marketplace fee.
- If $20 of a $100 marketplace order is refunded, the buyer receives $20, and Careit returns $1 of its $5 marketplace fee.
Payment processors, banks, card networks, and payment methods may take additional time to show an approved refund. Careit does not control bank or card-network timing.
Marketplace Seller Adjustments
If a buyer receives less than the expected eligible goods, or reasonably rejects spoiled, damaged, or otherwise unacceptable goods at fulfillment, the seller may record an adjustment through Careit if the order and timing are eligible.
Current marketplace adjustment rules:
- the adjustment must be recorded at fulfillment completion or within the allowed post-fulfillment window shown in the product;
- only one seller adjustment is allowed per order;
- a reason is required;
- for per-unit or per-weight orders, the refund is based on rejected quantity;
- for flat-price lots, the refund is based on the seller-entered eligible dollar amount;
- rejected goods are not automatically restocked or relisted; and
- Careit's marketplace fee follows the adjustment refund proportionally.
Unless the product or Careit support says otherwise, seller adjustments refund eligible goods amounts only. Delivery fees are handled separately.
Delivery Fees
If a marketplace listing includes a delivery fee, the delivery fee is part of the buyer's total order amount.
Delivery-fee refunds depend on the issue:
- If the seller completed delivery but some goods were rejected, the delivery fee may remain non-refundable.
- If the seller did not deliver the order, Careit or the seller may refund the delivery fee as part of an approved refund.
- If the buyer provided incorrect delivery information, was unavailable, refused a valid delivery, or otherwise caused delivery failure, the delivery fee may be non-refundable.
- If a written agreement, in-product rule, or applicable law requires different treatment, that rule controls.
Careit may review delivery-fee disputes through support or admin tooling, but Careit does not guarantee a particular outcome.
Marketplace Issues and Disputes
Buyers and sellers should first try to resolve marketplace issues directly and promptly.
A buyer may report an issue through Careit for problems such as:
- item not received;
- materially incorrect item;
- materially incorrect quantity;
- unsafe, spoiled, damaged, or recalled goods;
- missed pickup or delivery;
- seller non-fulfillment;
- buyer no-show or access issue;
- duplicate charge; or
- suspected fraud or policy violation.
Careit may provide tools, support, admin review, communication assistance, refund tooling, order-state correction, listing takedown, recall assistance, or payment-processor dispute tracking.
Careit's help with an issue does not mean Careit is the seller, admits fault, guarantees a refund, or assumes responsibility for the goods, transaction, pickup, delivery, recall, chargeback, or dispute.
If the parties cannot resolve a payment dispute, the buyer may have rights through the payment processor, card issuer, bank, or payment method. Chargebacks and payment disputes are governed by payment-processor and card-network rules. Because the seller is the merchant of record, chargebacks and payment disputes generally route to the seller's payment account.
Recalls and Safety Issues
If an item is recalled or may be unsafe, the seller or donor is responsible for recall decisions, notices, legal compliance, refunds, replacements, disposal, and other corrective action unless a written agreement or applicable law says otherwise.
Careit may remove affected listings, identify affected orders, relay notices, preserve records, and assist with communication. Careit's assistance does not make Careit responsible for the recalled item or any refund unless a written agreement or applicable law requires otherwise.
Refunds related to recalls are reviewed based on the facts, the seller's responsibilities, payment-processor rules, applicable law, and any written agreement.
Freshcue
Freshcue allows consumers to rescue or purchase surplus food from participating businesses.
Unless Careit is expressly identified as the seller in a specific Freshcue transaction, Careit provides the platform only. The participating business is responsible for the item, item description, availability, pickup, quality, and any item-price refund owed.
If a Freshcue item is unavailable, materially misdescribed, spoiled, damaged, unsafe, or otherwise disputed, contact the participating business first. You may also contact Careit support for help reaching the business or documenting the issue.
Careit does not guarantee a Freshcue refund, replacement, credit, or particular outcome unless required by law or expressly promised in writing.
Any Careit platform or service fee for a Freshcue transaction is separate from the item price and is generally non-refundable unless required by law, caused by a Careit billing error, or approved by Careit in writing.
Promotional Guarantees and Credits
Careit may offer a launch guarantee, first-purchase guarantee, promotional credit, courtesy credit, or similar exception.
Any such offer applies only under the stated terms of that offer, including any limits on amount, timing, location, eligible users, eligible orders, documentation, abuse prevention, and expiration.
Unless the offer says otherwise, promotional credits have no cash value, are not transferable, may expire, and may be revoked for fraud, misuse, or violation of Careit policies.
Statutory Rights
Nothing in this Refund Policy limits rights that cannot be waived under applicable law.
If a law gives you a non-waivable refund, cancellation, return, warranty, consumer-protection, chargeback, or dispute right, that law controls to the extent it conflicts with this policy.
How to Request a Refund or Report an Issue
To request a refund or report a billing issue, contact support@careit.com or use the support tools available in the Service.
Include:
- the account email;
- organization name;
- order, listing, invoice, or transaction ID, if available;
- transaction date and amount;
- whether the issue relates to a subscription, marketplace order, Freshcue order, donation-only listing, delivery fee, setup fee, custom agreement, or another service;
- a clear description of the issue; and
- supporting documentation, such as photos, screenshots, receipt, invoice, pickup notes, delivery notes, or messages.
Careit typically aims to respond to refund requests within five business days, but complex marketplace, payment-processor, chargeback, recall, safety, custom-agreement, or government-program issues may take longer.
Approved refunds are generally returned to the original payment method unless the payment processor or applicable law requires otherwise.
Changes to This Policy
Careit may update this Refund Policy from time to time. We will update the "Last updated" date when we make changes.
Your continued use of the Service after an updated Refund Policy takes effect means you accept the updated policy. If you do not agree, you must stop using the Service.
Contact
Questions about this Refund Policy may be sent to: