Effective Date: July 17, 2025
Applies to: Customers, Merchants, and Drivers using Gamu Canada
Issued by: Gamu Technologies Inc.
1. Purpose
This policy explains how refunds and chargebacks are handled for all payments made through the Gamu platform. It outlines customer rights, merchant responsibilities, and platform procedures in case of a refund or dispute initiated through a payment provider.
2. General Refund Policy
Gamu Canada uses Stripe to process all payments. Refunds are handled based on the transaction status, product or service delivered, and individual merchant store policies.
Refunds Are Allowed If:
- An item was not delivered.
- A merchant or driver canceled the order.
- The item delivered was significantly incorrect or damaged (with proof).
- The customer canceled the order before merchant accepted it.
Refunds Are Not Guaranteed If:
- The customer made a mistake after merchant accepted the order.
- The food/gift was delivered as described.
- The customer was unreachable at delivery time.
- The merchant refused refund based on store policy (subject to Gamu review).
Stripe Refund Fee Notice:
Stripe’s transaction processing fees are non-refundable. If a refund is approved, Gamu will return only the order amount minus Stripe’s fee, unless the error is platform-related.
3. Refund Process
- Customer initiates refund request via the Gamu app or Gamu Support Centre within 48 hours of order.
- Gamu reviews order details, in-app chat logs, and delivery status.
- Merchant and/or driver contacted (if needed).
- Decision issued within 3–5 business days.
If approved, the refund will be returned to the original payment method. It may take 5–10 business days to appear on the customer’s bank statement, depending on their bank.
4. Merchant-Initiated Refunds
Merchants can approve customer refund requests before item preparation or dispatch. Once delivery is in progress, refund decisions are at the merchant’s discretion, unless the platform identifies a service error.
5. Driver-Related Refunds
If a refund is caused by driver error (e.g., non-delivery, rude behavior, loss of item), Gamu may:
- Approve a full or partial refund to the customer.
- Adjust or withhold the driver’s payout.
- Apply driver penalties if abuse is found.
6. Chargeback Policy
If a customer files a chargeback with their card issuer:
- Gamu will provide evidence to the bank (e.g., delivery logs, chat, proof of delivery).
- While under investigation, the disputed amount is held from merchant/driver payouts.
- If the bank rules in favor of the customer, the amount will be permanently deducted.
- Repeated or fraudulent chargebacks may result in account suspension.
Important: Filing false chargebacks or misuse of bank protection systems is a violation of this policy and may result in permanent removal from the Gamu platform.
7. Final Decisions
Gamu Technologies Inc. reserves the right to make final decisions in all refund and chargeback matters based on available data, applicable laws, and platform fairness.
8. Governing Law
This policy is governed by the laws of the Province of British Columbia, Canada. All disputes must be resolved in the courts of British Columbia.