This Refund and Dispute Policy explains how refunds and disputes work on the Rink Fries platform, which is operated by Rink Fries Inc. ("Rink Fries", "we", "us", or "our"). It sits alongside our Terms of Service, which govern if the two differ.
Summary
- The vendor that prepared your order decides whether to refund it.
- Refunds are returned to the card you paid with. We cannot refund in cash or to another card.
- Ask the vendor first. If the problem is with the site itself, ask us.
- Do not raise a chargeback before requesting a refund.
1. Who Decides
The Rink Fries platform is the ordering and payment system. The vendor is the business that prepared your order, and the vendor decides whether to refund it in full or in part. Rink Fries does not decide refunds on a vendor's behalf. Where a problem was caused by the platform itself, such as a payment taken twice, we may issue the refund ourselves.
2. What Can Be Refunded
A vendor may refund your whole order or only some of the items on it, and it does so through Rink Fries.
- A full refund returns everything you paid: the items, tax, any service fee and delivery fee, and any tip.
- A partial refund returns the items the vendor selected, less their share of any discount, plus the tax on them and their share of the service fee. A tip and any delivery fee are returned only with a full refund.
- A refund can never be for more than you paid, and once an order has been fully refunded no further refund is possible.
An order that was started but never paid for is never charged, so there is nothing to refund.
3. How a Refund Reaches You
A refund is sent to the card you paid with through the payment processor the vendor uses. We send you an email when it is issued. How long it takes to appear on your statement depends on your card issuer and is normally a few business days. If you paid some or all of an order with a gift card the vendor accepts, that part goes back to the gift card; where the provider cannot do that automatically, the vendor refunds it through its own payment system.
4. Cancelled Orders
Once you have paid, you cannot cancel an order yourself on the site, because the vendor may already be preparing it. The exception is a pre-order: until the vendor's cancellation cutoff for your pickup window, and provided the vendor has not started preparing it, your order page offers a Cancel pre-order button, and the refund is automatic. If a vendor cancels a pickup window, the pre-orders in it that are not yet made are cancelled and refunded. For any other order, contact the vendor immediately if you need to cancel. A vendor can cancel an order at any point before it is complete, for example if an item has run out or the delivery details cannot be found. Cancelling an order does not by itself move any money. When a vendor cancels an order you have paid for, the vendor, or Rink Fries where the fault was the platform's, issues the refund as a separate step, and it reaches the card you paid with.
5. Delivery Problems
You are responsible for the section, row, seat, table number, parking spot, or address you enter at checkout. If a vendor cannot find you because those details were incorrect, it may be unable to complete the order and is not required to refund it, although many vendors will.
6. How to Raise a Problem
- Ask the vendor first. For anything concerning the food or drink, the wait, or the delivery, speak to the vendor at the counter or use the contact details on your order confirmation. The vendor can put it right and can issue a refund.
- Ask us about platform problems. If the site did something wrong, such as charging you twice, showing an incorrect total, or losing your order, email [email protected] with your order number. We will review the order record and work with the vendor.
We may pass your contact details to the vendor, or the vendor's to you, in order to resolve a dispute.
7. Chargebacks
If you ask your card issuer to reverse a payment without first asking the vendor or Rink Fries for a refund, or for an order that was delivered as described, we may suspend your account. When a chargeback is disputed, we provide the payment processor and your card issuer with the order records, including what was ordered, when it was marked ready, and any messages about it.
8. Law
This policy is governed by the laws of the Province of Nova Scotia and the federal laws of Canada that apply there.
9. Contact
Rink Fries Inc. Nova Scotia, Canada [email protected]