Refund and Order Policy

Last updated: May 14, 2026

About This Policy

This Refund and Order Policy explains how cancellations, refunds, and order issues are handled for orders placed through the Mashric mobile app and operated by Mashric Inc., located at 7880 Keele St #206, Vaughan, ON L4K 4G7, Canada. It applies to all pickup and delivery orders. This policy works alongside our Terms of Service and the Ontario Consumer Protection Act, 2002.

How Orders Work

When you place an order in the app, you are entering into an agreement with us to prepare and provide the items you selected at the pickup time or delivery window shown at checkout. Your order is confirmed once you receive an in-app confirmation and/or email receipt. Payment is captured at the time of order placement.

Order Modifications and Cancellations

You can cancel an order directly from the app. Open the order from the History tab and tap Cancel Order. What happens next depends on the order's status when you tap Cancel:

  • Confirmed (the store has not yet started preparing your order) — cancellation is free and a full refund is issued automatically to your original payment method.
  • Preparing, Ready, or Out for delivery — you can still cancel, but no refund will be issued because the food has already been prepared. The app shows this clearly and asks you to confirm before proceeding.
  • Delivered, Picked up, Fulfilled, Cancelled, or Refunded — the Cancel button is not available; for issues with a fulfilled order, see How to Request a Refund below.

You will be asked to pick a cancellation reason from a short list: Changed my mind, Wrong order, Taking too long, Wrong store or address, Duplicate order, or Other (with a brief description). For cancellations after preparation has started, a reason is required.

If you have a question or need help cancelling, you can also call the store directly at +1 (647) 836-4594.

When We Will Provide a Refund

We will issue a full refund to your original payment method in any of the following situations:

  • You cancelled the order while it was still in the Confirmed status (refund is automatic, see above).
  • The item you received is incorrect — wrong drink, wrong food, wrong modifications.
  • The item is defective or not of the reasonable quality expected — for example, burnt, cold when it should be hot, or visibly contaminated.
  • The item contains an ingredient that contradicts an allergen or dietary preference you specified at checkout and that we confirmed we could accommodate.
  • We cancel your order for any reason on our end — out of stock, equipment failure, store closure.
  • For pre-orders and catering, the order is not ready within 30 days of the promised pickup or delivery date (your statutory right under the Ontario Consumer Protection Act, 2002).

When We Typically Cannot Refund

  • Change of mind after preparation has begun — once the kitchen starts on your order, the food cannot be re-sold and a refund is not issued.
  • Orders you placed but did not pick up within a reasonable window of the promised time; for food-safety reasons, prepared items cannot be held indefinitely.
  • Items prepared exactly as you requested but that turned out not to be to your taste.
  • Promotional discount codes once redeemed.

How to Request a Refund

For cancellations before preparation starts: just use the Cancel Order button on the order screen. The refund is issued to Stripe immediately and will appear on your original payment method within 5–10 business days, depending on your card issuer. You'll also receive a confirmation email.

For issues after the order is fulfilled — wrong item, missing item, quality concern, allergen mishap — please contact us within 24 hours and we'll review case-by-case:

Please include your order number and a brief description of the issue. Photos help for quality concerns.

How Refunds Are Issued

  • Approved refunds are returned to the original payment method through Stripe. We do not issue cash refunds, cheque refunds, or refunds to a different card.
  • Cancellations made through the app trigger the Stripe refund immediately (within seconds of tapping Cancel). The refund typically posts to your card or bank within 5–10 business days, depending on your card issuer.
  • The Ontario Consumer Protection Act, 2002 requires refunds to be issued within 15 days of approval; in practice we meet this requirement the moment you tap Cancel.
  • Loyalty rewards or promotional discounts applied to a refunded order are reversed accordingly.

If the refund fails at your bank

Occasionally a refund cannot be returned to the original card — most often because the card has expired, been replaced, or been closed since the order was placed. When this happens:

  • The order detail screen will show a "Refund couldn't complete" message.
  • We send you an email letting you know the refund didn't settle.
  • Reply to that email or contact support@mashric.com and we will arrange another method (such as e-transfer) to get your refund to you. We aim to resolve these within 5 business days of being contacted.

Delivery Orders

If your order is fulfilled through a third-party delivery partner, refund requests for delivery-related issues (late, missing, or damaged-in-transit) may need to be directed to that platform. We will help you escalate where appropriate. For issues with how the food or beverage itself was prepared, contact us directly and we will handle the refund regardless of who delivered it.

Chargebacks

If you have not received a refund you believe is owed, please contact us first at support@mashric.com so we can investigate. If you initiate a chargeback through your card issuer without first contacting us, we may treat the dispute as a regular refund request once notified, but additional verification may be required and your account may be subject to review.

Contact

Mashric Inc.
7880 Keele St #206, Vaughan, ON L4K 4G7, Canada
Email: support@mashric.com
Phone: +1 (647) 836-4594
HST Registration: 123456789RT0001