GRO Refund Policy

Last updated: June 2025

1. Payment Responsibility

All payments for GRO delivery services are processed securely through Square at the time you submit your delivery request. GRO does not accept cash or deferred payments.

2. Refund Eligibility

Refunds are granted only when a verifiable platform failure occurs. You may be eligible for a refund if:

• Your request was confirmed but no driver was dispatched
• The assigned driver failed to complete pickup or delivery and the fault was GRO’s responsibility
• The delivery was cancelled by GRO due to an internal error or system failure

3. Ineligible Refund Situations

The following scenarios do not qualify for a refund through GRO:

• Food issues (missing, incorrect, cold, or delayed meals)
• Restaurant operational delays or early pickup failures
• Customer unavailability at the delivery location
• Failure to provide access codes, instructions, or accurate address details
• Voluntarily leaving the delivery area before the driver arrived

4. Food Disclaimer

GRO does not prepare, package, or inspect any food items. All food-related complaints must be directed to the restaurant. GRO cannot issue refunds on behalf of restaurants or adjust your restaurant bill.

5. Requesting a Refund

To initiate a refund request, email support@getrightover.com within 24 hours of your scheduled delivery. Include:

• Your full name and delivery address
• Your GRO delivery request ID or confirmation number
• The restaurant name and a brief explanation of the issue

You must be a registered GRO user with a verified account. GRO retains order records for verification purposes.

6. Refund Timeline

Approved refunds are processed by Square to your original payment method. Processing may take 5–10 business days depending on your bank. GRO has no control over banking timelines once a refund is issued.

7. Chargebacks & Account Risk

Users who initiate chargebacks without contacting GRO first may have their account suspended or permanently deactivated. GRO investigates all refund-related activity and reserves the right to deny service to individuals suspected of abuse.

8. Questions & Escalation

For further assistance or special circumstances, contact our support team at support@getrightover.com. We aim to resolve all valid issues quickly and fairly.