Refund policy

SalisburyShopRun.co.uk | Official Refund & Cancellation Policy

1. Orders in Progress

Due to the perishable nature of hot food and fresh groceries, cancellations are not permitted once a vendor has accepted the order and began preparation. No refunds will be issued for "change of mind" once the production process has started.

2. Out-of-Stock Protocol (Substitutions)

If a vendor is unable to fulfill a specific item, we will contact you immediately to offer a substitution of similar value.

• If you accept the substitute, your order will be updated, and the new item delivered.

• If no suitable alternative is agreed upon, a Partial Refund will be triggered.

3. Partial Refunds (One or More Items Unavailable)

If part of your order is unavailable but the remainder of the order is still being delivered:

• Refund: We will refund the full food cost of the missing item plus the associated 8% service charge for that specific item.

• Retained Fees: The £1.25 Booking Fee and the Delivery Charge are non-refundable. This is because the administrative booking remains active and the driver is still performing the delivery service for the rest of your items.

4. Full Order Unavailability (Vendor Out-of-Stock)

In the event that a vendor cannot fulfill your entire order:

• Refund: You will receive a refund for all food costs, the 8% service charge, and the delivery fee.

• The "Platform Service" Fee: Under UK law, if a contract is cancelled entirely by the business, the consumer is entitled to be made whole. However, we retain the £1.25 Booking Fee as a non-refundable "Platform Access & Administrative Charge" which covers the digital processing of the transaction and the manual resolution service provided by SSR.

  Note: By placing an order, you agree that the £1.25 booking fee represents the cost of using the SalisburyShopRun digital dispatch platform and is independent of the food fulfillment.