Go-Supa Returns, Refunds, Cancellations & Product Delivery Liability Policy

Go-Supa ("we" and "us") is the operator of (https://www.go-supa.com) ("Website"). By placing an order through this Website, you (“Buyer”) will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on this service.

1. General (Subject to Stock Availability) We try to maintain accurate stock counts on our website but from time-to-time there may be stock discrepancies and we may not be able to fill all the Buyer’s items at time of purchase. In this instance, the Merchant will either cancel the Buyer’s order or will contact the Buyer to edit their order to exclude the items that are not in stock. After editing their order, the Buyer may re-checkout with the available items.

2. Delivery Costs

Delivery costs are calculated during checkout based on the following factors: time of day, estimated delivery time, destination distance, waiting time, and any surges. Payment for delivery fees will be collected along with the purchase.

This price will be the final price for delivery cost to the Buyer (unless delivery destination is changed during delivery).

3. Cancellations, Returns, Refunds, and Recalls
Go-Supa is ultimately responsible for processing all Buyer Order cancellations, returns, and refunds through communication with the Merchant.

Buyers are free to cancel Orders at any time until the Order is officially Accepted by the Merchant or (on occasion) by Go-Supa on the Merchant’s behalf.
Once an Order is Accepted, the Buyer must contact or interact with Go-Supa (through app/website) to request an Order cancellation. At this point, it is solely up to the Merchant to honor the cancellation request by enforcing either its own Cancellation Policy or the Standard Cancellation Policy provided by Go-Supa to Merchants.
Once an order is placed and it is accepted, the Buyer (Customer) is legally obligated to pay for the order whether it is through card or cash – unless it is a cancelled order.
Merchants will have the ability to create their own cancellation policy in the system or to use the standard ones provided by Go-Supa. Customers see the designated cancellation policy at checkout and in order history.
The Merchant will stop and/or cancel any Order if requested by Go-Supa. This will be done provided that if the merchant has transferred Products to the courier (if not provided by Go-Supa), it will use commercially reasonable efforts to stop and or cancel delivery by the courier if requested for any reason. Of course, in this case, the cancellation policy selected by the Merchant will be enforced.

b) Returns/Exchanges

The Merchant’s return policies for Products sold through the System will be no less favorable to Buyers than its most favorable policies offered by the Merchant for such Products. The return policy must be the exact same as to what is offered in-store. Merchant must notify Go-Supa of any material changes to their Buyer return, refund, or price adjustment policies at least 7 days prior to the merchant’s implementation of such changes.
If the Buyer receives an Order, and a return request is made, it must be made directly with Go-Supa via email at info@Go-Supaplace.com. Go-Supa will then communicate with the Merchant about the Buyer’s return request via email. In most cases, the Merchant may request the Buyer to bring the items to its facility for inspection and return.
If the Merchant approves a refund, the Merchant will contact Go-Supa via email with the subject “Refund Accepted: Order ID xx” instructing Go-Supa to process the refund on the Buyer’s transaction. In this case, Go-Supa will credit the amount payable to the Merchant.
Further, if the refund is honored by the Merchant, Go-Supa will issue the Buyer and Go-Supa credit to their Go-Supa Wallet or will issue a refund on the Buyer’s credit card used at checkout if the Buyer refuses an exchange or Go-Supa credit.
If the Merchant agrees to resolve the issue by offering a product replacement or exchange of the same value, the interaction will be kept between the Buyer and Merchant.
If the exchange is of greater or lower value, Go-Supa should be contacted via email with the exact product details of the exchange to process the transaction.
If the Go-Supa Wallet credit option is selected, then: Go-Supa will add the amount equal to the total value of the product(s) returned including applicable taxes to the Buyer’s Go-Supa Wallet in the System, which can be used on any other products/service in the System.

c) Refunds.

In cases of refunds due to any reason, all refunds are processed onto the Buyer’s ‘Go-Supa Wallet’, which can be used on any future Go-Supa orders with any merchant on the Go-Supa platform.
If the Buyer insists on receiving a credit/debit card refund, the Buyer will experience a 5% processing fee charge, which will be deducted from the overall refund amount. This is to cover processing fees incurred. Card refunds also take 7-10 business days to process naturally by the bank.

d) Recalls.

Go-Supa will have no responsibility or liability for recalls of Products sold through the System. The Merchant is solely responsible for any non-conformity or defect in, or any public or private recall of products. The Merchant will promptly remove any recalled products from the System by unpublishing the products or notifying the Go-Supa Admin to do so on their behalf. The Merchant will notify Go-Supa by e-mail of all product recalls within 24 hours of becoming aware of the recall and will promptly provide Go-Supa with all information reasonably requested regarding the recall.

3.2 Warranty Returns

Merchant will offer standard manufacturer’s warranty actually associated with the products (only if typically warranted by the Merchant conducting the sale). However, the Parties agree that repair, replacement or 100% (one hundred percent) refund of money will be given to the Buyer against manufacturing defect or damage. Such cases will be investigated on an individual basis by the Merchant themselves.

4. Delivery Terms

4.1 Delivery Time

Below is a table outlining the maximum order acceptance and delivery time requirements per business category that the Merchant must abide by. This is not considerate of scheduled orders.

Business Categories – Order Acceptance Time Requirements

Category

Time Requirement for Order Acceptance After Order Receipt in Normal Circumstances

1) Grocery - 3 working day hours

2) Food - 15 working day minutes

3) Wine & Spirits - 3 working day hours

4) Wholesale - 3 working day hours

5) From the Farm - 3 working day hours

6) Clothing - 3 working day hours

7) Health & Fitness - 3 working day hours

8) Flowers & Gifts - 3 working day hours

9) Computers & Electronics - 3 working day hours

10) Hardware & Home Goods - 3 working day hours

11) Auto Supplies - 3 working day hours

12) Home & Office - 3 working day hours

13) Books - 3 working day hours

14) Pharmacy - 3 working day hours

15) Caterers - 3 working day hours

16) Beauty - 3 working day hours

4.2 Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If the goods are in delivery when change of delivery address request is made, Buyer will be charged for the total delivery distance. Once the package is delivered, delivery address may not change.

4.3 Items Out of Stock

If an item is out of stock, the order will not be accepted by the merchant. In this instance, the Merchant will either cancel the Buyer’s order or will contact the buyer to edit their order to exclude the items that are not in stock. After the Buyer edits their order, they may re-checkout with the available items.

4.4 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can investigate.

5. Tracking Notifications

Upon dispatch, Buyers will receive a tracking link from which they will be able to follow the progress of their delivery based on the latest updates available.

6. Product Delivery Liability Policy

Go-Supa understands that successful and seamless product delivery is of utmost importance. This is why we have implemented a straightforward, secure, transparent product delivery workflow model.

- The merchandise remains in the ownership of the Merchant until the Delivery Agent has confirmed that (1) the dollar amount on the service order matches that of the Merchant’s in-store receipt, and (2) all ordered merchandise are accounted for and in good condition.

If these requirements are not met the package will not be accepted by the Delivery Agent until the Merchant is able to fulfill the order.

If these requirements are met the Merchant will sign over liability of the merchandise to the Delivery Agent and Go-Supa. The completed order will then be dispatched by the Delivery Agent to the Buyer. The Buyer will be notified of order dispatch.

- Upon arrival, the order will be successfully delivered to the Buyer. Once the Buyer is satisfied with the delivery, they will sign for confirmation of receipt. It is at this time that the ownership of the products is officially transferred to the Buyer.

In the rare occasion the Buyer discovers a problem with the order after delivery, such as product damage or product loss, they will be able to file an inquiry with Go-Supa. Go-Supa will initiate an investigation with the Delivery Agent and Merchant to resolve the issue.

7. Duties & Taxes - Sales Tax

Sales tax is applied to all products applicable to sales tax at checkout.

8. Insurance

Parcels are insured for loss and damage up to the value of the package.

9.1 Process for parcel damaged during delivery

We will process a refund or replacement as soon as we have completed our investigation into the claim.

9.2 Process for parcel lost during delivery

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Customer service

For all Customer service enquiries, please email us at contactus@go-supa.com

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Last Updated: January 01, 2024