Refund & Dispute Policy

Last updated: 15/12/2025

This Refund & Dispute Policy explains how issues, disputes, and refunds are handled on the AskUp platform (“AskUp”, “we”, “us”, “our”).

It applies to all Customers (“Users”) and food businesses (“Shops”).

1. AskUp’s Role

AskUp operates an online marketplace that facilitates:

Asks for food items;

Payment authorisation and capture via Stripe;

Communication between Customers and Shops.

AskUp:

Does not prepare, handle, store, or serve food;

Is not the seller of any Meal;

Does not control food quality, ingredients, or allergens.

The contract for a Meal is between the Customer and the Shop, and is formed only when a Shop confirms a request.

Payments are held securely via Stripe and released only in accordance with this Policy.

2. No-Show & Late Pickup Policy

If a Customer fails to collect a confirmed Meal within the Shop’s stated pickup window:

No refund will be issued;

The order is treated as fulfilled;

Payment is released to the Shop.

This policy exists to protect Shops from lost revenue and wasted food.

3. When a Refund or Issue Can Be Raised

A Customer may report an issue before payout is released if one of the following occurs:

The Meal was missing;

The wrong item was provided;

The Shop refused to provide a confirmed Meal;

The Meal appeared unsafe or unfit for consumption at pickup;

There was a significant error in the listing (e.g. item confirmed but unavailable).

Issues must be submitted through the platform using the “Report Issue” function before the auto-release deadline.

4. When Refunds Are Not Issued

Refunds will not be issued if:

The Customer arrives late or after the pickup cutoff;

The Customer changes their mind after confirmation;

The Customer dislikes the taste, portion size, or appearance of the food;

The Customer knowingly purchases food containing allergens or ingredients they cannot consume;

The Meal is a surplus, discounted, or mixed bundle and contents vary as described.

AskUp does not guarantee that Meals will meet individual preferences beyond what the Shop has described.

5. Dispute Resolution Process

Step 1 – Issue Reported

The Customer submits a report via the platform before payout release.

Step 2 – Payout Paused

The Shop’s payout is temporarily paused.

Step 3 – Review

AskUp may request information from either party, including:

Photos;

Written descriptions;

Pickup confirmation;

Communication or clarification from the Shop.

Step 4 – Resolution

Based on the information provided, AskUp may:

Issue a full or partial refund to the Customer;

Release payment to the Shop;

Cancel the order;

Provide a goodwill resolution at AskUp’s discretion.

Nothing in this process limits a Customer’s statutory rights under UK law.

6. Auto-Release of Payment

If a Customer:

Does not confirm pickup, and

Does not report an issue

within 24 hours after the Shop’s pickup window ends, payment is automatically released to the Shop.

Once payout has been released, refunds are generally not possible, except where required by law or in exceptional safety-related circumstances.

7. Shop Responsibilities

Shops are responsible for:

Providing the correct confirmed Meal;

Ensuring food is safe at pickup;

Setting realistic pickup times;

Accurately describing listings.

Failure to meet these obligations may result in:

Refunds being issued;

Loss of payout for the affected order;

Warnings, suspension, or removal from the platform.

8. Customer Responsibilities

Customers are responsible for:

Reading listings carefully;

Requesting allergen information from the Shop;

Arriving within the pickup window;

Inspecting the Meal at pickup;

Storing and consuming food safely after collection.

AskUp is not responsible for issues arising after pickup due to improper handling or storage by the Customer.

9. Allergen, Dietary & Food Safety Notice

AskUp does not independently verify allergen or ingredient information.

Customers must request allergen details directly from the Shop.

Refunds will not be issued for allergen-related issues unless the Shop provided false, misleading, or incomplete information in breach of legal requirements.

Food Safety Complaints

If a Customer reports illness or a food safety concern:

Payout may be paused;

The Shop will be contacted for clarification;

The Customer may be asked (optionally) for supporting information such as photos or timestamps.

AskUp may issue a refund, goodwill gesture, or no refund depending on evidence.

AskUp is not liable for illness caused by food prepared by a Shop.
Serious food safety concerns may be referred to the relevant local authority.

10. Payment Disputes & Chargebacks

Customers should use AskUp’s dispute process before contacting their bank.

Initiating chargebacks without legitimate grounds or in bad faith may result in:

Account suspension;

Loss of platform access.

This does not limit a Customer’s legal rights to raise a genuine dispute with their payment provider.

11. Fraud, Abuse & Misuse

AskUp may refuse refunds or suspend accounts where there is evidence of:

Abuse of the refund system;

Repeated false complaints;

Fraudulent behaviour;

Failure to honour confirmed orders.

12. Decision Making

AskUp aims to resolve disputes fairly, consistently, and proportionately, balancing the interests of Customers and Shops.

This policy does not affect statutory consumer rights.

13. Contact

For refund or dispute questions:
support@AskUp.co.uk
AskUp Ltd