Refund, Cancellation and Delivery Policy

This Refund, Cancellation and Delivery Policy ("Policy") explains how Nippybot Limited ("Nippybot", "we", "us" or "our") manages cancellations, delivery issues, refunds, returns and related customer complaints.

This Policy applies to eligible Orders placed through Nippybot's website, mobile applications and associated ordering services.

Nippybot may act either as the direct seller of goods or as an ordering and payment platform for independent Merchants.

Where an independent Merchant is the seller, Nippybot administers customer refund requests on behalf of the relevant Merchant. The Merchant remains responsible for its own legal obligations as seller, and Nippybot remains responsible for its separate legal obligations.

Nippybot aims to provide a fair, accessible and transparent process for resolving customer concerns.

Nothing in this Policy limits or removes statutory consumer rights.

Customers may submit refund requests, cancellation enquiries and delivery complaints using available in-app support functionality or by emailing:

service@nippybot.com

Where available, Customers should provide:

Nippybot may request additional information where reasonably necessary to investigate a claim.

Customers may cancel an Order free of charge before the Merchant accepts it.

Where Nippybot is the direct seller, the same pre-acceptance cancellation arrangement applies before Nippybot accepts the Order.

If an eligible Order is cancelled before acceptance, Nippybot will arrange a full refund of any captured payment or release an applicable payment authorisation.

No cancellation charge will be imposed for a cancellation made before acceptance.

Customers should use the available cancellation functionality or contact support promptly.

Cancellation becomes effective when the request is successfully received and processed in accordance with the applicable contractual and statutory requirements.

Technical delays in updating an Order status will not be used unfairly to deprive Customers of a cancellation right that they exercised validly.

Once a Merchant accepts an Order, cancellation eligibility may depend on whether preparation, packing or delivery has commenced.

Nippybot will consider the nature of the goods, the progress of fulfilment, the reason for cancellation and applicable consumer law.

For Orders involving food or other rapidly perishable goods, the Customer may not have the ordinary statutory change-of-mind cancellation right where a legal exemption applies.

For eligible non-perishable goods, statutory cancellation rights may continue to apply after acceptance and delivery.

Where a Customer requests cancellation after preparation has started, Nippybot will assess whether the Order can reasonably be stopped and what refund is required by law or offered under the applicable commercial policy.

No cancellation fee will be imposed unless it was clearly disclosed, validly agreed and is lawful.

Nippybot may offer a discretionary refund or other resolution beyond the minimum required by law.

Consumers purchasing eligible goods under distance contracts may have a statutory right to cancel without giving a reason.

For many eligible goods, the cancellation period is 14 days beginning after the day on which the Consumer, or a person identified by the Consumer other than the carrier, receives the goods.

Different rules may apply to multiple deliveries, services and other contract types.

Statutory exemptions may apply to goods liable to deteriorate or expire rapidly, certain sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, and other categories specified by law.

A statutory cancellation exemption does not remove rights relating to faulty, misdescribed or otherwise non-conforming goods.

Where the Consumer has a statutory right to cancel, Nippybot will facilitate the cancellation and applicable reimbursement process.

Where a statutory right of withdrawal applies, the Customer may communicate an unequivocal decision to cancel by emailing service@nippybot.com or using any available cancellation mechanism.

Customers may use the model cancellation notice included in Section 24, although use of that form is not mandatory.

Food and perishable goods must be supplied in accordance with applicable consumer protection and food safety requirements.

Customers may be entitled to an appropriate remedy where food is:

unsafe or unfit for consumption;

materially different from its description;

missing from the Order;

incorrect;

damaged or contaminated;

otherwise not supplied in accordance with applicable legal requirements.

Customers should report food safety concerns promptly and should not consume food they reasonably believe to be unsafe.

Photographic evidence may assist an investigation but will not be required where insisting on it would be unreasonable or inconsistent with statutory rights.

Nippybot may coordinate with the Merchant to investigate preparation, packaging, temperature control, allergen information and fulfilment concerns.

Where the Customer is legally entitled to a refund or other remedy, Nippybot will administer that remedy in accordance with applicable law.

A change of mind after valid fulfilment does not automatically entitle the Customer to a refund for rapidly perishable goods where a statutory exemption applies.

Customers purchasing non-food goods retain applicable rights under the Consumer Rights Act 2015.

Goods must meet applicable statutory requirements, including being of satisfactory quality, fit for purpose where required and as described.

Where goods do not conform to the contract, Customers may be entitled to rejection, repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Nippybot will facilitate returns and remedies where it is administering the transaction.

For eligible change-of-mind returns, Customers must comply with applicable statutory return requirements.

Any lawful return delivery costs payable by the Customer must have been disclosed as required before the contract was formed.

Nippybot will not impose a blanket no-refund condition on goods for which statutory rights apply.

Nippybot provides autonomous robotic delivery within designated operating areas.

Delivery estimates may be affected by Merchant preparation times, route conditions, pedestrian activity, weather, Robot availability, connectivity and other operational factors.

An estimated arrival time is not a guaranteed delivery deadline unless expressly stated and agreed as such.

Nippybot will take reasonable care and skill in providing delivery services.

Where an agreed delivery deadline is missed, Customers may have statutory or contractual remedies depending on the circumstances.

Customers may contact support if a delivery is materially delayed or the service is not being provided as agreed.

Nippybot will not automatically refuse a remedy solely because the delay resulted from robotic technology.

Customers may receive a notification when the Robot arrives at the agreed collection point.

Customers must follow the displayed instructions to retrieve the Order.

The Robot may be unlocked through the mobile application or using a valid PIN.

The Customer should check that the correct goods have been supplied, where reasonably possible.

Where a discrepancy is discovered after collection, the Customer may still submit a complaint.

Successful unlocking or closure of the Robot compartment does not automatically remove rights relating to missing, damaged or defective goods.

Nippybot may use relevant delivery events and operational records to investigate disputed handovers.

Where a Customer is unavailable when the Robot arrives, Nippybot may send a notification or reminder.

The Robot may wait for a reasonable operational period.

If the Customer does not collect the Order, Nippybot support may intervene.

Support may attempt to contact the Customer and determine whether collection, redelivery, return or another reasonable resolution is possible.

Where the Order contains perishable goods, food safety and suitability for continued delivery will be considered.

A Customer who fails to collect an Order without a valid reason may not automatically qualify for a full discretionary refund, particularly where perishable goods have already been prepared.

Nippybot will not deny a refund or impose a charge where doing so would breach applicable consumer law.

Where non-collection is caused by Robot malfunction, incorrect arrival information, inaccessible collection arrangements or another failure attributable to Nippybot, the Customer will be offered an appropriate remedy.

A technical failure may include mechanical malfunction, loss of connectivity, navigation failure, battery problems, compartment lock failure or other operational faults.

Nippybot may remotely assist, recover or replace a Robot where reasonably practicable.

Where a technical failure prevents completion of delivery, Nippybot will assess appropriate remedies, including redelivery or refund.

Customers will not be charged an additional delivery fee for a replacement delivery required solely because of Nippybot's failure.

If the Order cannot be delivered and the Customer is entitled to reimbursement, Nippybot will arrange the appropriate refund.

For perishable goods, Nippybot will consider whether the goods remain safe and suitable for delivery.

Operational records may be used to investigate the cause of the failure.

Customers should report incorrect, missing or damaged items as soon as reasonably practicable.

Nippybot may review the Order record, Merchant confirmation, loading information, delivery events and relevant supporting evidence.

Depending on the circumstances, an appropriate resolution may include:

A partial refund may be appropriate where only part of an Order is affected and the remaining goods are satisfactory.

A full refund may be required where the entire Order is not supplied in accordance with the contract or another legal basis for full reimbursement exists.

Customers will not be required to accept store credit instead of a monetary refund where the law entitles them to a refund.

Customers are responsible for entering accurate delivery information.

Where an incorrect location is supplied, Nippybot will make reasonable efforts to assist, subject to operational availability.

Nippybot may be unable to redirect a Robot once delivery has commenced.

Any additional charge for a Customer-requested redirection must be disclosed and agreed before it is incurred.

Where Nippybot delivers to a location materially different from the agreed destination without appropriate authorisation, the Customer's legal remedies remain unaffected.

Nippybot may be unable to complete a delivery because of an unsafe route, access restrictions, Robot malfunction, emergency conditions or other operational constraints.

Nippybot may propose an alternative delivery arrangement where reasonable.

Customers are not required to accept a materially different service without appropriate agreement.

Where the agreed service cannot be supplied, the Customer will receive the refund or other remedy required by applicable law.

Nippybot will not automatically retain the full Order payment where delivery has failed for reasons attributable to its service.

A Merchant may cancel an Order where fulfilment is genuinely impossible, including where goods are unavailable or a material safety or legal concern prevents supply.

Customers will be notified where practicable.

Where an Order is cancelled by the Merchant before fulfilment, Nippybot will arrange an appropriate refund of captured payments.

A Customer will not be charged for goods that the Merchant has failed to supply.

Nippybot may investigate repeated Merchant cancellations and take proportionate action under its Merchant terms.

Delivery may be free or subject to a fee, depending on the service and operating location.

Applicable Delivery Fees will be disclosed before checkout.

Where delivery is cancelled before acceptance, any captured Delivery Fee will be refunded.

Where delivery fails because of Nippybot's breach or inability to provide the agreed service, the Customer may be entitled to reimbursement of the Delivery Fee.

Where goods are returned under statutory distance-selling cancellation rights, reimbursement of delivery charges will be determined in accordance with the applicable regulations, including the rules concerning standard delivery costs.

Nippybot will not apply undisclosed delivery deductions or cancellation penalties.

Nippybot will assess refund requests fairly and in accordance with the relevant facts and applicable law.

Relevant factors may include:

whether the Order was accepted;

whether goods were prepared or dispatched;

whether delivery was completed;

whether goods were faulty, missing or incorrect;

whether a technical failure occurred;

whether the Customer exercised a statutory right;

the nature of the goods and any applicable legal exemptions.

Nippybot may consult the relevant Merchant where the complaint concerns Merchant-supplied goods.

A Merchant's disagreement with a claim does not remove Nippybot's obligation to administer the request fairly or affect the Customer's statutory rights.

Customers will be informed of the outcome and the available next steps.

Refunds will ordinarily be issued to the original payment method unless the Customer expressly agrees to another lawful method.

Nippybot aims to process approved refunds within 5–10 working days, where practicable.

Refunds must in all cases be processed without undue delay and within any applicable statutory deadline.

Where a refund is required under a statutory provision specifying a 14-day deadline, Nippybot will comply with that deadline.

For qualifying statutory cancellations involving returned goods, reimbursement may be subject to the legally permitted rules concerning receipt of returned goods or evidence of their return.

Payment providers and banks may require additional time to display a processed refund in the Customer's account.

Nippybot will not impose an administrative fee for a statutory refund.

Customers may contact service@nippybot.com if a refund does not appear within the communicated timeframe.

Customers retain applicable rights to raise payment disputes through their bank, card issuer or payment provider.

Nippybot encourages Customers to contact support so that problems can be investigated and resolved promptly.

Nippybot may provide relevant transaction, fulfilment and delivery records to Stripe or the appropriate financial institution in connection with a payment dispute.

Such disclosures will be limited to what is reasonably necessary and permitted by law.

Nippybot will not retaliate against Customers merely for exercising lawful payment dispute rights.

Nippybot may investigate suspected fraudulent refund requests.

Relevant investigations may involve Order records, payment information, Merchant evidence and delivery logs.

Nippybot may restrict accounts or refer suspected criminal conduct to appropriate authorities where reasonably justified and lawful.

Customers will not be penalised merely because they submit a complaint that Nippybot ultimately rejects.

Any decision to restrict service will be proportionate and subject to applicable law.

Business Customers may be subject to commercial payment and cancellation terms agreed for their particular service.

Where no separate written agreement exists, these Terms apply to the extent relevant.

Statutory rights that apply specifically to Consumers do not automatically apply to business transactions.

Business Customers retain all rights available under applicable contract law and any relevant mandatory legislation.

Disputed business invoices or service charges should be referred to service@nippybot.com.

Nippybot administers customer-facing refund requests for transactions conducted through the Platform.

Where a Merchant is the seller, the Merchant must cooperate with reasonable investigations.

Refunds attributable to Merchant error, defective goods or Merchant non-performance may result in appropriate adjustments to Merchant settlement amounts.

Refunds attributable to Nippybot's own delivery failure will be allocated according to the applicable commercial arrangement and legal responsibilities.

No Merchant deduction will be made without an appropriate contractual or legal basis.

Nippybot may use Stripe transaction records to administer refunds, adjustments and reconciliation.

Customers dissatisfied with a refund decision may request a review by contacting service@nippybot.com.

The Customer should identify the original Order and explain why they believe the decision should be reconsidered.

Nippybot will review the available evidence and applicable legal requirements.

Customers may seek independent advice or exercise applicable legal remedies.

Nothing in this Policy prevents a Customer from contacting Trading Standards, Citizens Advice, a relevant regulator or the courts.

Where a statutory right to cancel applies, a Consumer may use the following notice:

This form is optional. Any clear statement communicating a valid statutory cancellation may be sufficient.

Nippybot may update this Policy to reflect changes in law, operations, technology or service arrangements.

Changes will not retrospectively remove statutory rights or valid contractual rights relating to existing Orders.

The current version will be available through our website and mobile applications.

This Policy is governed by the laws of England and Wales, subject to applicable mandatory consumer protections and jurisdiction rules.

Nothing in this Policy limits the rights of Consumers elsewhere in the United Kingdom where mandatory protections apply.

End of Refund, Cancellation and Delivery Policy.