We are committed to ensuring a fair and transparent experience for all our customers
Last Updated: February 2026Our cancellation and refund policies are designed to balance flexibility with the operational commitments made by our service providers and partners. We understand that plans can change, and we strive to accommodate our customers while respecting the time and resources of our service providers.
Cancellations made during the early stages of order processing, before substantial service commitments have been initiated, are generally eligible for a complete refund of the amount paid. This includes orders that haven't been accepted by the service provider or are still in the initial queue.
Once service fulfillment has commenced, cancellation requests may be subject to a partial refund. The refundable amount will be determined based on the extent of services already rendered and resources allocated. Factors such as food preparation progress, delivery driver dispatch, or reservation confirmations will be considered.
In cases where the service has been substantially completed or delivered, cancellation requests may not be eligible for a refund. This includes situations where goods have been dispatched, food has been prepared, services have been fully rendered, or the customer was unavailable to receive the delivery.
In the event that a service provider or vendor initiates a cancellation, customers will receive a full refund regardless of the order stage. We apologize for any inconvenience this may cause and will process the refund as quickly as possible. You may also receive credits or promotional offers as a gesture of goodwill.
The following provisions apply specifically to short-term accommodation bookings, vacation rentals, and property reservations made through our platform. These policies are designed to provide clarity regarding the financial aspects of your reservation while acknowledging the unique nature of property rental arrangements.
The following fees are NEVER refundable under any circumstances, including eligible cancellations:
Service Fee (6% of subtotal) — Platform operations and customer support
Processing Fee — Payment gateway costs (non-recoverable from Stripe)
These fees cover costs incurred at the time of booking and cannot be recovered. Only accommodation charges (nightly rate, cleaning fee, taxes) may be refundable based on the host's cancellation policy.
Upon confirmation of your accommodation booking, your payment is processed and held securely in an escrow arrangement. This mechanism is designed to protect both guests and property hosts by ensuring funds are available while providing recourse in the event of qualifying cancellations. The total amount charged at the time of booking comprises the accommodation fees, applicable taxes, service fees, and any additional charges as disclosed during the booking process.
A portion of your booking total includes service fees and payment processing charges. These fees facilitate the secure handling of your transaction, platform maintenance, customer support services, and the costs associated with payment processing through our financial partners. In recognition of the non-recoverable nature of these transaction costs and the administrative resources expended upon booking confirmation, these fees are generally non-refundable regardless of cancellation timing. This industry-standard practice ensures the sustainability of our platform while maintaining competitive accommodation rates.
Each property listing on our platform operates under a cancellation policy established by the host. The applicable policy is clearly displayed during the booking process and determines the refund eligibility based on the timing of your cancellation request relative to your scheduled check-in date. These policies typically range from flexible arrangements allowing cancellation with minimal notice to more structured policies requiring advance notice for refund eligibility. We encourage guests to review the specific cancellation terms applicable to their chosen property before confirming their reservation, as these terms constitute part of the booking agreement.
When a cancellation request qualifies for a refund under the applicable host policy, the refundable amount is calculated based on the accommodation charges held in escrow, excluding the non-refundable service and processing fees referenced above. The refund percentage is determined by the host's cancellation policy and your cancellation timing. In circumstances where a full refund is warranted under the policy terms, you will receive the complete accommodation amount less the aforementioned non-refundable fees. Partial refunds, when applicable, are calculated proportionally based on the policy guidelines.
Certain properties may require a security deposit to cover potential damages or additional charges during your stay. This deposit is processed as a temporary authorization hold on your payment method rather than an actual charge. Should no issues arise during your accommodation period, this authorization is released and no funds are collected. In the event of documented damages or policy violations, the host may request capture of all or a portion of the authorized amount, subject to our review process. Upon booking cancellation, any security deposit authorization is released promptly, typically within the timeframe required by your financial institution to process such releases.
Refund eligibility may be affected by various circumstances including, but not limited to: cancellation requests made outside the policy window, no-shows without prior cancellation, early departure without qualifying circumstances, violation of property rules or rental agreement terms, or misrepresentation during the booking process. Additionally, in cases where funds have already been disbursed to the property host in accordance with our standard payment schedule, refund availability may be subject to host cooperation and our dispute resolution procedures. We recommend initiating any cancellation requests as early as possible to maximize refund eligibility.
We recognize that unforeseen events may necessitate changes to travel plans. In cases involving documented extenuating circumstances such as serious illness, natural disasters affecting the property or travel route, government-imposed travel restrictions, or other qualifying emergencies, we may consider exceptions to standard cancellation policies on a case-by-case basis. Such requests require supporting documentation and are subject to review by our customer support team in consultation with the property host. The determination of what constitutes extenuating circumstances and the applicable remedy remains at our reasonable discretion.
Guests may cancel their reservation directly through the app at any time before check-in. If your cancellation falls within the host's free cancellation window, your refund is processed automatically and immediately — no host approval required.
How it works:
1. Open the app and go to "Journey" (bottom navigation)
2. Under the "Active" tab, tap on your booking card
3. The system displays your current cancellation eligibility status based on the host's policy and time remaining
4. If eligible: A "Cancel Booking" button appears — tap to process cancellation
5. Refund is automatically processed to your original payment method
6. If outside the cancellation window: The cancel option will not be available, or you'll see the reduced refund amount (if any) before confirming
Refund timeline: 3-5 business days for refund to appear in your account.
To protect both guests and hosts, payments are released to hosts on a daily basis throughout your stay, starting from check-in:
How Daily Payments Work:
• At midnight each night of your stay, 1/N of the accommodation total is released to the host (where N = total nights booked)
• This continues every night from check-in through checkout
• Cleaning fees and taxes are released proportionally
Why Daily Payments?
• Protects guests: Unreleased funds remain refundable in case of early checkout or issues
• Protects hosts: Ensures payment for nights already stayed
• Daily payments never stop during your confirmed stay period, even if you depart early without proper checkout process
Service fees and processing fees are retained by the platform at booking and are not part of daily releases.
All issues during your stay must be communicated through the in-app chat. This creates a documented record for dispute resolution and ensures both parties are protected. Direct communication outside the app is not monitored and may not be considered in disputes.
If you experience any issues during your stay:
1. Report via In-App Chat: Message the host directly through the booking chat. This creates a timestamped record.
2. Host Response Required: Hosts are expected to respond and address concerns promptly. If the issue affects habitability (no hot water, broken locks, pests), the host must resolve it within a reasonable timeframe.
3. Resolution Options: The host may offer partial refunds, early checkout with refund, or other accommodations.
4. Escalation: If the host is unresponsive or the issue remains unresolved, you may escalate to NoNeed Support through the chat. Our team will review the conversation history and mediate.
Guests may submit complaints through the chat from check-in until the complaint deadline (typically 48 hours after checkout).
Either the guest or host may initiate early checkout through the in-app chat:
Guest-Initiated Early Checkout:
• Message the host via chat requesting early checkout
• Host may offer a refund for unused nights (at their discretion)
• If host agrees: Remaining unreleased funds are refunded
• If host does not respond within 24 hours: Guest may escalate
Host-Initiated Early Checkout:
The host may request the guest depart early (with or without refund offer) through the chat. The guest has three options:
Accept — Agree to the terms and depart. Refund (if offered) is processed.
Dispute — Reject the request and propose alternative resolution via chat.
Escalate — Request NoNeed administrator review.
IMPORTANT: Daily payment releases to the host never stop during an early checkout or cancellation dispute. Payments continue until checkout date unless NoNeed Support intervenes.
After checkout, hosts are expected to inspect the property and finalize the stay. This process protects both parties and ensures fair resolution of any issues.
After guest checkout, the host must:
1. Inspect the property for any damages, missing items, or excessive cleaning needs
2. Submit inspection report through the app within 48 hours of checkout. The report is automatically sent to the guest via chat.
3. If no issues: Click "Finalize Stay" to complete the booking. Security deposit authorization is released.
4. If damages found: Submit a damage claim with:
• Photos/videos as evidence
• Description of damage
• Cost estimate or receipt
• Deductible amount (if applicable under host's property protection)
If host fails to submit inspection within 48 hours: The stay is automatically finalized and no damage claims can be filed.
When a host submits a damage claim, the guest receives a notification and MUST respond within 48 hours:
APPROVE — Accept responsibility for the claimed amount. The charge is processed.
DISPUTE — Reject the claim with your explanation and evidence. NoNeed will review.
NO RESPONSE (Failure to respond within 48 hours):
NoNeed reserves the right to automatically charge the claimed amount from:
1. Security Deposit — If still authorized and not expired
2. Saved Payment Card — If deposit is expired or insufficient
The charged amount is based on the deductible specified by the host (if the property has protection/insurance) or the full damage amount (if no protection).
It is in both parties' best interest to document the property condition with photos/videos at check-in and checkout.
It is the host's responsibility to provide property protection or insurance for their listing. NoNeed does not provide property insurance.
If the host has property protection:
• The host specifies the deductible amount in their listing
• Guests are only liable up to the deductible amount for covered damages
• Damages exceeding the deductible are covered by the host's insurance
If the host does NOT have property protection:
• Guests may be liable for the full cost of damages
• The security deposit authorization may be captured fully
• Additional charges may be applied to the guest's saved payment method
Deductible information is displayed during booking. Review it carefully before confirming your reservation.
We strongly recommend both guests and hosts document the property:
At Check-In (Guest):
• Take photos/videos of each room showing current condition
• Note any pre-existing damage in the chat immediately
• Test appliances, locks, and amenities
At Checkout (Guest):
• Take photos/videos showing the property in its departure condition
• Remove all personal belongings and trash
• Lock all doors and return keys as instructed
For Hosts:
• Maintain dated photos of property condition before each guest
• Document any inventory items
• Inspect promptly after checkout
Evidence shared via the in-app chat is timestamped and stored securely for dispute resolution.
INTERMEDIARY PLATFORM: NoNeed operates as a technology platform connecting guests with independent property hosts. We do not own, operate, manage, or inspect properties. All listings, descriptions, photos, and policies are provided by hosts.
DISPUTE MEDIATION: NoNeed may assist in mediating disputes at our sole discretion based on evidence provided through the in-app chat and submitted documentation. Our determinations are based on the information available and platform policies. Any resolution, refund, or credit offered by NoNeed is provided as a goodwill gesture and does not constitute admission of liability.
LIMITATIONS: NoNeed does not guarantee the accuracy of property listings, host or guest identity, property condition, or the outcome of any dispute. We are not liable for property damage, personal injury, theft, discrimination, or any acts or omissions by hosts or guests.
INDEPENDENT LEGAL RIGHTS: Our dispute resolution process does not prevent either party from pursuing independent legal remedies. NoNeed may be required to provide records and documentation in response to valid legal process.
DOCUMENT REQUESTS: NoNeed reserves the right to request additional documentation from either party at any time for verification, fraud prevention, regulatory compliance, or dispute resolution. Failure to provide requested documentation may affect dispute outcomes.
Approved refunds are typically processed within 5-10 business days, depending on your financial institution and payment method. Please note that the time for the refund to reflect in your account may vary based on your bank's processing procedures. Credit card refunds may take 1-2 billing cycles to appear, while debit card and digital wallet refunds are usually faster. Security deposit authorization releases follow a similar timeline, though the exact duration depends on your card issuer's policies regarding authorization holds.
The following provisions apply specifically to event ticket purchases made through our platform. Event tickets grant admission to physical, real-world events at specified venues. Your digital ticket (displayed as a QR code in the app) is scanned at the venue for entry.
IMPORTANT: Event organizers (vendors) set their own refund policies when creating events. Before purchasing, review the refund policy displayed on the event detail page. Two policy types are available:
Option A: Full Refund Available — 100% refund of ticket price and sales tax if requested before the organizer's specified cutoff date (e.g., "Refunds available until 7 days before event"). Service fees and processing fees are NOT refundable. After the cutoff date, NO refund is available.
Option B: No Refunds — All ticket sales are final from moment of purchase. No refunds for any buyer-initiated cancellation.
Exception: If the event is cancelled by the organizer, buyers receive a refund of ticket price, sales tax, and addons — but service fees and processing fees remain non-refundable (see below).
When an event organizer cancels an event, ALL ticket purchasers automatically receive a refund. This is the ONLY exception to "No Refund" policies. The refund includes:
• Ticket price (100%)
• Sales tax (100%)
• Addon purchases (100%)
Service fees and processing fees are NOT refundable — even when the organizer cancels the event. These fees cover platform operations and payment processing costs that are incurred at the time of your original transaction.
Timeline: Refunds are automatically initiated within 24 hours of event cancellation. Funds typically appear in your account within 2-5 business days. You will be notified via push notification, email, and in-app notification.
For buyer-initiated cancellations (when eligible under the vendor's refund policy), the following fees are NOT refundable:
• Service Fee: 5% of subtotal
• Processing Fee: 3.5% of total (minimum $1.50, maximum $8.00)
• Transfer Fee: Per-event rate (if applicable)
These fees cover platform operations, secure payment processing through Stripe, and customer support — costs that are incurred at the time of transaction and cannot be recovered. Only the ticket price and sales tax are refundable for buyer-initiated cancellations.
The following situations are NOT eligible for refunds:
• Tickets cancelled after the organizer's refund cutoff date
• Tickets for events that have already occurred
• Tickets that have been scanned/used for entry
• Tickets that have been transferred to another person
• Addons cannot be refunded separately — to refund an addon, you must refund the ticket it is attached to (both are refunded together)
• Partial attendance (leaving event early)
• Dissatisfaction with event quality (contact event organizer directly)
• Denied entry due to age restriction — if you cannot prove age eligibility at the venue
Ticket transfers are only available if the event organizer has enabled this feature. Check the event details page for transfer availability.
Transfer Fees:
• Vendor Transfer Fee: Set by event organizer (may be $0)
• Platform Transfer Fee: $2.00 per ticket
Transfer fees are non-refundable once the transfer is complete. Each ticket can only be transferred once. Transferred tickets cannot be refunded by the original purchaser.
Event Editing: Once an event is created and tickets are sold, the event cannot be edited or postponed by the organizer through the platform. If an event needs to be rescheduled, the organizer must cancel the original event (triggering automatic full refunds) and create a new event for the new date.
Policy Changes: NoNeed reserves the right to modify these policies at any time. Changes will be communicated via email and/or in-app notification. Continued use of our services after changes constitutes acceptance.
Age Restrictions: Events may have age restrictions (18+, 21+). You are responsible for verifying age eligibility before purchase. No refund will be provided if you are denied entry due to age verification failure at the venue.
Buyer-Initiated Refund (when eligible):
1. Submit refund request in app → Immediate confirmation
2. Refund initiated to Stripe → Within 24 hours
3. Funds returned to original payment → 2-5 business days
Event Cancellation Refund:
1. Organizer cancels event → Immediate notification sent to all ticket holders
2. Refunds automatically initiated → Within 24 hours
3. Funds returned to original payment → 2-5 business days
Note: International transactions may take 1-2 additional business days. All refunds are processed through Stripe.
INTERMEDIARY PLATFORM: NoNeed operates as a technology platform connecting event attendees with independent event organizers. We do not organize, produce, host, or control any events listed on our platform. All event details, descriptions, venue information, schedules, performers, and policies are provided by event organizers and are their sole responsibility.
NO GUARANTEE OF EVENT QUALITY: NoNeed does not verify, endorse, or guarantee the accuracy of event listings, the quality of events, the identity of organizers or performers, the safety of venues, or the fulfillment of advertised entertainment. Event photos, descriptions, and lineup information may change without notice. You are encouraged to research events and organizers independently before purchasing.
NO LIABILITY FOR ORGANIZER CONDUCT: NoNeed is not responsible for the acts, omissions, conduct, or negligence of event organizers, venue operators, performers, staff, or other attendees. This includes but is not limited to: event cancellations, schedule changes, performer no-shows, venue issues, overcrowding, personal injury, theft, discrimination, or failure to provide advertised entertainment or amenities.
VERIFICATION LIMITATIONS: Event organizer verification is conducted as a reasonable measure to reduce fraud. However, such verification does not constitute a guarantee of any organizer's identity, legitimacy, financial stability, or ability to deliver the promised event. NoNeed disclaims all liability for actions taken by verified organizers.
DISPUTE RESOLUTION: NoNeed may assist in mediating disputes between buyers and organizers at our sole discretion based on available evidence. Any resolution, refund, or credit offered by NoNeed is provided as a goodwill gesture and does not constitute admission of liability or create any obligation for similar treatment in other cases. NoNeed's determination in disputes is final and binding on the platform, though parties retain their rights to pursue legal remedies independently.
DOCUMENTATION REQUESTS: NoNeed reserves the right to request additional documentation from buyers or organizers at any time for identity verification, fraud prevention, regulatory compliance, or dispute resolution. Failure to provide requested documentation may affect dispute outcomes or result in account restrictions.
The following provisions apply specifically to vehicle rental bookings made through our platform. Vehicle rentals share the same foundational policies as accommodation rentals regarding payment processing, escrow protection, and communication requirements, with additional vehicle-specific terms detailed below.
Vehicle rentals operate under the same foundational framework as accommodation rentals. The following policies from the "Accommodation & Property Rentals" section above apply equally to vehicle rentals:
• Payment Structure & Escrow Protection — Payments are processed and held in escrow
• Daily Payment Release — Funds are released to the vehicle host incrementally throughout your rental period
• Host Cancellation Policies — Vehicle hosts establish cancellation terms displayed during booking
• Service & Processing Fees — These fees are non-refundable regardless of cancellation timing
• Security Deposit Authorization — Temporary holds that are released if no issues arise
• Self-Service Cancellation — Cancel through the app with automatic refund processing when eligible
• Communication & Issue Resolution — All matters must be documented through in-app chat
• Platform Role & Limitations — NoNeed operates as an intermediary platform
Please review the Accommodation & Property Rentals section for complete details on these shared policies. The following sections address vehicle-specific considerations.
Consistent with our accommodation rental policies, certain fee components of your vehicle rental booking are non-refundable regardless of cancellation circumstances or timing. These include service fees that support platform operations and payment processing charges that represent non-recoverable transaction costs. Only the base rental amount, applicable taxes, and insurance premiums may be eligible for refund based on the host's cancellation policy and your cancellation timing.
Upon taking possession of a rental vehicle, documentation of the vehicle's condition is facilitated through the in-app communication system. This documentation typically includes verification of your valid driver's license, photographic records of the odometer reading, fuel level indication, and overall vehicle condition including exterior and interior areas.
This documentation process serves to establish the baseline condition of the vehicle at the commencement of your rental period. Such records may be referenced in the event of any condition-related inquiries or disputes upon vehicle return. We encourage renters to thoroughly document any pre-existing conditions or concerns at the time of pickup and to communicate these observations through the in-app chat to create a timestamped record.
Vehicle listings specify the mileage allowance included with the rental, typically expressed as a daily allocation. The total included mileage for your rental period is generally calculated by multiplying the daily allowance by the number of rental days. Actual mileage consumed during your rental is determined by comparing odometer readings documented at pickup and return.
Should your actual mileage exceed the included allowance, overage charges may apply at the per-mile rate specified in the vehicle listing. These charges reflect the additional vehicle usage beyond the rental terms and are calculated based on the documented odometer readings. Mileage overage charges, once properly documented, are generally not eligible for refund as they represent actual vehicle usage during the rental period.
Each vehicle listing specifies the applicable fuel policy, which determines your obligations regarding fuel level upon return. Common fuel policies include requirements to return the vehicle with the same fuel level as pickup, or to return it with a full tank if provided full. The specific fuel policy is displayed during the booking process and forms part of the rental agreement.
Fuel levels are documented photographically at both pickup and return. If the vehicle is returned with a fuel level below the requirements specified in the applicable fuel policy, charges may be assessed to cover the fuel differential plus any applicable refueling service fees. Such charges reflect actual costs associated with restoring the vehicle to its required fuel state and are generally not eligible for refund.
Vehicles are expected to be returned by the agreed-upon return time specified in your booking confirmation. Vehicle hosts may establish grace periods and late return fee structures, which are disclosed in the vehicle listing. Late return charges, when applicable, may be assessed on an hourly or daily basis depending on the host's policies and the duration of the delay.
If you anticipate being unable to return the vehicle by the scheduled time, we encourage you to contact the vehicle host through the in-app chat as early as possible to discuss potential rental extensions, subject to vehicle availability and host approval. Proactive communication may help avoid late return charges and ensures the host can plan accordingly. Late return charges, once properly assessed, are generally not eligible for refund as they compensate the host for schedule disruption and potential lost rental opportunity.
As the renter operating the vehicle during your rental period, you bear responsibility for all tolls incurred, parking violations, traffic violations, and other third-party charges that may arise from the use of the vehicle. Vehicle hosts who receive notices of such charges may forward them with documentation, and the associated costs may be charged to your payment method on file.
Administrative fees may apply for processing violation notices received after the conclusion of your rental. You will have an opportunity to review and, if applicable, dispute such charges through the in-app communication system with supporting documentation. However, charges that are properly documented and attributable to your rental period are generally your responsibility and not eligible for platform-initiated refunds.
Upon vehicle return, the host is expected to conduct an inspection and document the vehicle's condition, including odometer reading, fuel level, and overall vehicle state. A return report summarizing this inspection may be sent through the in-app chat, typically within 48 hours of vehicle return.
If the inspection reveals conditions that differ from the documented pickup state—such as damage, excessive wear, missing equipment, or cleanliness concerns beyond normal use—the host may submit a condition claim with supporting photographic evidence and cost documentation. You will receive notification of any such claim through the chat system.
Response to Condition Claims: Upon receiving a condition claim notification, you are encouraged to respond within the specified timeframe (typically 48 hours) to either acknowledge the claim or provide your perspective with supporting evidence. Failure to respond within the designated period may result in the platform processing the claim based on the available evidence and documentation. The outcome of condition claims may be subject to your selected insurance coverage and applicable deductibles.
Vehicle hosts may offer supplementary services and equipment such as GPS navigation devices, child safety seats, additional driver coverage, vehicle delivery services, or roadside assistance enhancements. These add-ons are priced either as daily fees or one-time charges as disclosed during the booking process.
Cancellation eligibility for add-on services generally follows the same cancellation policy as the base rental. Add-on fees may be refundable when cancellation occurs within the applicable policy window. Equipment provided must be returned with the vehicle in the condition received; failure to return equipment or return of damaged equipment may result in replacement charges.
If circumstances require you to return the vehicle before your scheduled return date, you may initiate an early return request through the in-app chat. The vehicle host has discretion regarding refunds for unused rental days, and any such refund is subject to the host's policies and agreement.
Due to the daily payment release structure, only funds that have not yet been released to the host (representing future rental days) may potentially be available for refund in early return situations. Service fees and processing fees remain non-refundable regardless of early return. We encourage renters to communicate early return intentions as soon as they become known to facilitate the most favorable resolution possible.
INTERMEDIARY PLATFORM: NoNeed operates as a technology platform connecting renters with independent vehicle hosts. We do not own, operate, maintain, inspect, or control any vehicles listed on our platform. All vehicle specifications, descriptions, photos, condition representations, and rental policies are provided by vehicle hosts and are their sole responsibility.
NO GUARANTEE OF VEHICLE CONDITION: NoNeed does not verify, endorse, or guarantee the accuracy of vehicle listings, the mechanical condition or safety of vehicles, the adequacy of maintenance, the validity of registration or insurance, or the suitability of any vehicle for any particular purpose. Vehicle photos, specifications, and descriptions may not reflect current condition. Renters are encouraged to thoroughly inspect vehicles at pickup and document any concerns.
DRIVER RESPONSIBILITY: By renting and operating a vehicle, you accept responsibility for safe and legal operation of the vehicle in compliance with all applicable traffic laws, licensing requirements, and local regulations. NoNeed is not liable for accidents, injuries, property damage, or legal consequences resulting from vehicle operation during your rental period.
INSURANCE CONSIDERATIONS: Insurance options offered through the platform may be provided by vehicle hosts or third-party providers. NoNeed does not guarantee the coverage terms, validity, or adequacy of any insurance policy for your particular circumstances. Renters are encouraged to review insurance details carefully and consider their own insurance needs.
DISPUTE MEDIATION: NoNeed may assist in mediating disputes between renters and vehicle hosts at our sole discretion based on evidence available through the platform. Any resolution, refund, or credit offered represents a goodwill gesture and does not constitute admission of liability or create precedent for other situations. Parties retain their independent legal rights and remedies.
This section covers all food and beverage orders placed through the NoNeed platform, including pickup, delivery, and dine-in orders.
Your payment is authorized but NOT captured until:
If you cancel before this point, the authorization is released and you are NOT charged. Refunds are calculated based on order status at the time of cancellation.
Pickup Orders: Customer places order and picks up from the restaurant location.
Delivery Orders: Customer places order and a driver delivers to the specified address. Delivery fee applies.
Dine-In Orders: Customer places order in advance with table reservation. Includes options for advance food preparation or prepare-on-arrival.
Refund amounts are determined by the order status at the time of cancellation. This policy ensures fair compensation for restaurants that have already begun preparing your food.
| Customer Cancels | 100% Refund |
| Vendor Cancels/Rejects | 100% Refund |
| Customer Cancels (within 2 min grace) | 100% Refund |
| Customer Cancels (after grace period) | 70% Refund (30% to restaurant) |
| Vendor Cancels | 100% Refund |
| Customer Cancels | 50% Refund (50% to restaurant) |
| Vendor Cancels | 100% Refund |
| Customer Cancels | 0% Refund (100% to restaurant) |
| Customer No-Show | 0% Refund (100% to restaurant) |
⚠️ Once food is prepared, the restaurant has fulfilled their obligation. Cancellation at this stage does not warrant a refund. Vendors cannot cancel orders once food is marked as ready.
Customers may cancel orders directly through the app before pickup/delivery:
How it works:
1. Open the app and go to "Journey" (bottom navigation)
2. Under the "Active" tab, tap on your order card
3. The system displays your current cancellation eligibility status based on the order stage
4. If eligible: A "Cancel Order" button appears showing the refund percentage
5. Tap to confirm — refund is processed automatically to your original payment method
Refund timeline: 3-5 business days for refund to appear in your account.
Switch to Pickup: Delivery orders can be converted to pickup orders before the driver picks up the food. You will receive a 100% refund of the delivery fee.
Delivery Fee Refund (Upon Cancellation):
• Before driver picks up: 100% delivery fee refund
• After driver picks up: 50% delivery fee refund
• Driver on the way: Cancellation NOT allowed
Note: Food refund follows the status-based tiers above. Delivery fee refund is separate and based on driver status.
Delivery Issues:
• Late Delivery: Contact support for potential credits or partial refunds
• Wrong Order: Report within 30 minutes of delivery for full refund or replacement
• Missing Items: Report within 30 minutes for refund of missing items
• Food Quality Issues: Report with photos within 30 minutes for review
Cancellation: Dine-in reservations with pre-orders follow the same status-based refund policy. Cancel early for full refund.
No-Show Policy: Failure to arrive within 15 minutes of reservation time without notice may result in order completion and no refund.
Table Changes: Contact the restaurant directly for table or party size changes.
Customers may request additional items or modifications during live streams or ordering. Vendors may send an "Add-On Request" with additional pricing.
• Add-on requests require customer acceptance before being added to the order
• Declined add-ons do not affect the original order
• Accepted add-ons are subject to the same refund policy as the main order
Restaurant vendors receive payment once orders are marked as completed (picked up, delivered, or served). Payment is held in escrow until order fulfillment.
When customers cancel:
• Pending stage: No compensation to vendor
• Confirmed (after grace): 30% compensation for preparation costs
• Preparing: 50% compensation for partially prepared food
• Ready: 100% compensation (food was fully prepared)
When vendors cancel before the ready stage (pending, confirmed, or preparing), customers receive a full 100% refund. Vendors cannot cancel orders once food is marked as ready.
Food vendors may offer live streaming of their kitchen and menu items through the Virtual Food Court feature.
Gifts & Tips: Tips and gifts sent during live streams are non-refundable once delivered to the vendor. NoNeed does not take responsibility for the content shown during vendor live streams.
Live Order Issues: Orders placed during live streams follow the same refund policy. The live stream context does not affect refund eligibility.
IMPORTANT DISCLAIMER:
NoNeed operates as an intermediary platform connecting customers with independent restaurant vendors. NoNeed does not prepare, cook, or deliver food directly.
FOOD QUALITY: NoNeed cannot guarantee food quality, taste, freshness, or adherence to specific dietary requirements. These are the sole responsibility of the restaurant vendor.
ALLERGENS & DIETARY NEEDS: Customers with food allergies or dietary restrictions should communicate directly with vendors. NoNeed is not liable for allergic reactions or dietary issues.
HEALTH & SAFETY: Restaurant vendors are independently responsible for food safety, hygiene, and compliance with local health regulations.
DELIVERY: Delivery drivers are independent contractors. NoNeed is not responsible for delays, accidents, or issues during delivery transit.
DISPUTE RESOLUTION: NoNeed may assist in mediating disputes at our sole discretion. Any resolution offered represents a goodwill gesture and does not constitute admission of liability.
If you have questions about cancellations or refunds, our customer support team is here to help.
Email: support@noneed.us
Phone: +1 (804) 701-4114