Effective Date: July 17, 2025
Applies to: Merchants using the Gamu Business App in Canada
Company: Gamu Technologies Inc.
1. Overview
This policy outlines the rules regarding order cancellations and refunds between merchants and customers on the Gamu platform. By using the Gamu Business App, merchants agree to comply with this policy as part of the Merchant Terms & Conditions.
2. Order Cancellation by Customers
- Customers may cancel or modify an order only before the merchant accepts the order.
- Once the merchant accepts the order, cancellation or modification by the customer is not permitted via the app.
- If the customer requests cancellation or changes after acceptance, they must contact the merchant directly through the Gamu in-app chat.
- The merchant has full discretion to accept or reject such requests.
3. Order Cancellation by Merchants
- Merchants may cancel an order if they cannot fulfill it due to stock shortages, errors, or other valid reasons.
- In case of cancellation after order acceptance, merchants may be subject to penalties such as withheld payouts or fees.
- Merchants must notify customers promptly via the Gamu platform and resolve cancellations quickly.
4. Refunds
- Refunds are processed by Gamu after evaluation of the cancellation or dispute.
- If a customer cancels before merchant acceptance, a full refund is issued minus any Stripe processing fees (which are non-refundable).
- Refunds for cancellations after acceptance depend on merchant discretion and circumstances.
- Merchants are responsible for refunding customers when the fault lies with the merchant (e.g., incorrect items, late delivery).
- Refunds issued by Gamu will deduct any applicable Stripe fees.
5. Disputes and Resolution
- In case of disputes, Gamu encourages both parties to communicate via the in-app chat for amicable resolution.
- Gamu reserves the right to intervene, review evidence, and make final decisions on refunds or penalties.
- Repeated cancellations or refunds by merchants may lead to account suspension or termination.
6. Chargebacks
- Merchants acknowledge that customers may file chargebacks through their banks or card issuers.
- Chargebacks may result in deduction from merchant payouts.
- Merchants are encouraged to maintain good customer service to minimize chargebacks.
7. Policy Updates
- Gamu reserves the right to update this policy at any time.
- Changes will be communicated via the Gamu Business App or registered email.
- Continued use of the platform after updates constitutes acceptance of the revised policy.
8. Contact
For questions about cancellations or refunds, merchants may contact:
Gamu Technologies Inc.
📍 British Columbia, Canada
📧 Gamu Support Centre