Refund & Cancellation Policy

Right after you pay for an order, you'll see a countdown timer on the order page. Within those 10 minutes you can tap Cancel order and we'll process a full refund automatically.

After 10 minutes — or once the Seller has marked the order as being prepared — the cancel button disappears and any refund becomes discretionary. This buffer protects Sellers from wasting ingredients on orders that get pulled at the last minute.

Tip: if the timer runs out and you really do need to cancel, message the Seller directly via the order page. Many will happily refund if they haven't started prep.

• You cancelled within the 10-minute window
• The Seller cancels the order (out of stock, closed early, etc.)
• The Seller fails to mark the order as ready within 24 hours of pickup time
• Payment processing failed but you were briefly debited (Stripe reverses these within 5 business days)

Refunds land back on your original payment method. Stripe's clearing time is typically 5–10 business days, sometimes faster.

If you collected the order but the goods were not as described, were damaged, or fell below the consumer guarantees in the Australian Consumer Law (acceptable quality, fitness for purpose, matching the description) you may be entitled to a refund, replacement, or repair.

First step: message the Seller directly from your order page. Most issues resolve fast at this level. Sellers can issue full refunds through the platform from their dashboard.

If you can't reach agreement, email us at hello@getpaddock.com.au within 7 days of pickup with: your order reference, photos of the issue (if applicable), and a short description. We'll mediate and may issue a refund on the Seller's behalf where appropriate.

• Change of mind after the 10-minute window (at the Seller's discretion)
• Buyer no-show — if you don't collect within a reasonable time and the goods are perishable, the Seller has the right to keep payment
• Buyer-supplied details wrong — special instructions you provided that the Seller followed correctly
• Already consumed products where no genuine product issue is raised

None of these limit your statutory rights under the Australian Consumer Law where they apply.

Paddock seller subscriptions (Grow $9.99/mo, Harvest $29.99/mo) are billed monthly via Stripe. You can cancel any time from the Plan & billing section of your dashboard.

Cancellations take effect at the end of the current billing period — we do not pro-rate refunds for the partial month. If you cancel within 24 hours of the very first paid charge AND haven't used any paid-tier features (Fresh, broadcasts, etc.), email us and we'll refund the first payment as a goodwill gesture.

Founding-grower trial: the first 3 months on Grow via the FOUNDING2025 code are free. Regular billing starts on the 4th month. We'll email you twice (30 days out, 10 days out) before the first charge so you can downgrade to Seed if needed.

Paddock's platform commission (4% for Seed and Grow, 3% for Harvest, capped at $20 per order) is refunded in full alongside any order refund.

Stripe's payment processing fee (1.7% + $0.30 for AU cards) is partially or wholly retained by Stripe depending on the refund type and timing. We pass any retained Stripe fee through at cost — it's not money Paddock keeps.

1. From the order page — within 10 minutes, the "Cancel order" button is the fastest path.
2. Message the Seller — for product issues, contact them first via the messages thread on the order page.
3. Email Paddock — hello@getpaddock.com.au for unresolved issues. Include your order reference and a brief description. We respond within 1–2 business days.
4. Chargebacks via your bank — a last resort. We always prefer to resolve directly first, and bank chargebacks can result in account restrictions for both parties while the dispute is investigated.

This policy describes our standard refund process. It does not, and cannot, limit your rights under the Australian Consumer Law, including:

• Goods must be of acceptable quality
• Goods must match their description
• Goods must be fit for the purpose you communicated
• You may be entitled to a refund, replacement, or repair if a major problem occurs

If we ever appear to be limiting these rights, the ACL prevails and our terms are read down accordingly.