This policy explains when an order may be cancelled and how refund or payment disputes are reviewed.
A customer may request cancellation through the app or support. Eligibility depends on whether the merchant has accepted or prepared the order and whether a rider has begun the delivery. Costs already reasonably incurred may not be refundable where permitted by law and clearly disclosed.
A merchant may cancel for unavailable items, closure or inability to fulfil. A rider may report a safety, access or transport issue. Gostto may cancel for payment failure, suspected fraud, prohibited items, safety or service unavailability. The affected user should be told the reason where appropriate.
If an item is unavailable, the customer should be offered an approved substitution, removal or cancellation. Report incorrect, missing, damaged or materially unsuitable items promptly with the order reference and useful evidence. Remedies may include replacement, partial refund, full refund or credit depending on the facts and applicable rights.
Report duplicate debits or payment failures with the transaction reference. A temporary bank authorisation is not always a completed charge. Gostto and the payment provider will review the status and correct a confirmed duplicate or captured payment for an unfulfilled order.
Refund eligibility depends on why delivery failed. A refund is more likely where the merchant, rider or platform could not fulfil the service, and may be reduced or unavailable where the address was wrong, the recipient was unreachable, access was unsafe or the customer rejected a correct order without a valid reason.
Approved refunds are credited to the customer’s Gostto Wallet. The refunded balance can be used to pay for another eligible order or withdrawn from the wallet to a verified bank account using the withdrawal option in the app. A bank withdrawal may remain pending while account details, transaction status or security checks are completed. The receiving bank or payment provider may also affect when the money becomes available.
Use in-app support when available or email hello@gostto.com with the account contact, order reference, issue, amount and supporting evidence. We may ask the merchant, rider or payment provider for records before deciding.
General and privacy questions can be sent to hello@gostto.com. Merchant enquiries can be sent to partner@gostto.com.