Refunds, Returns & Delivery Policy

1. Two kinds of orders, and one place to get help

VORA offers two kinds of orders, and who sold you the goods is different in each:

• Merchant orders. Products listed by an independent Merchant (restaurants, prepared-food establishments, and cultural-goods sellers). The contract of sale is between you and the Merchant. VORA facilitates ordering and payment and coordinates support and refunds on the Merchant's behalf.
• VORA Shopper orders. Grocery items a VORA Shopper buys for you at a retail Store, acting as your purchasing agent. The Store sells the goods to you; VORA performs the shopping and delivery service. VORA is not the seller of the items and does not hold inventory.

For either kind of order, contact VORA support first at support@tryvora.app or through in-app help for your order. We handle the refund process for you; you never need to go back to the Store or Merchant to get a refund through VORA.

2. Delivery

Who delivers. Your order may be delivered by (a) an independent third-party Courier coordinated through VORA, (b) the Merchant's own delivery, or (c) VORA Delivery, VORA's own personnel. VORA Shopper orders are delivered by the Shopper or by VORA Delivery. The app shows which applies where it matters for support.

Estimates, windows, and scheduled areas. Delivery times, ETAs, and scheduled-delivery windows are estimates only and are not guaranteed. Certain areas, including scheduled-delivery zones between our metro hubs and outlying communities, are served through scheduled windows rather than on-demand delivery. Available areas are listed on our Delivery Locations page.

Your part in a successful delivery. You are responsible for a complete, accurate delivery address and contact information, any access instructions (gate codes, unit numbers), and, for perishable and temperature-sensitive orders, for being available to receive the order or providing safe drop-off instructions. If a delivery cannot be completed because of an inaccurate address, lack of access, or no one available to receive the order, you will be charged for the order in full and will not be eligible for a refund, and any redelivery will incur an additional fee. For VORA Shopper orders, items already purchased at the Store cannot be returned to the Store by VORA once the shopping trip is complete.

Verifying delivery. Depending on how your order is delivered, we may confirm delivery using a delivery PIN that you give to the delivery person, a photograph taken at the drop-off point, or both. Section 11 explains how this works for Courier deliveries. We keep these records to confirm delivery and to evaluate refund and payment-dispute claims, as described in our Privacy Policy.

Temperature and storage. Shoppers and VORA Delivery use insulated or temperature-appropriate bags for perishable items. Once your order is delivered, you are responsible for refrigerating or storing items promptly.

3. Reporting a problem: how and when

If something is wrong, contact support@tryvora.app (or use in-app help) promptly, with your order number, a description of the issue, and photos of any missing, incorrect, damaged, or spoiled items. Photos help us resolve claims quickly and fairly.

Report issues within these windows:

• Prepared food, perishable, and grocery items (Merchant or VORA Shopper): within 24 hours of delivery (sooner for anything spoiled or unsafe).
• Price, receipt, weight, or replacement questions on VORA Shopper orders: within 48 hours of delivery.
• Non-perishable packaged goods: within 7 days of delivery.
• Returnable durable goods or apparel, where offered: within the return window shown for that item at checkout (see Section 7).

Issues reported outside the applicable window may not be eligible for a refund or credit.

4. Merchant orders: prepared food, perishable & grocery items

For food safety and quality reasons, prepared food, perishable, and grocery items generally cannot be returned.

You may be eligible for a refund, credit, or redelivery if an item is missing, you received the wrong item, an item arrived damaged, spoiled, or unsafe, your order was never delivered, or an item was materially not as described. Your remedy (refund to your original payment method, VORA credit, or redelivery) is based on the nature of the issue and the affected items.

What "never delivered" means. Your order is delivered when the Courier, Merchant, Shopper, or VORA Delivery person arrives at the delivery address you provided and completes the delivery, including, where used, entry of your delivery PIN or capture of a delivery photograph. An order that was attempted at the address you provided and is documented by a delivery photograph or PIN entry is not "never delivered," whether or not you were present to receive it.

You are generally not eligible if you changed your mind or the item wasn't to your taste; for allergen, dietary, or religious-suitability concerns where you did not confirm with the Merchant before ordering (product, allergen, and cultural or religious information is provided by Merchants; contact the Merchant directly before ordering if you have strict requirements); if the item was substantially consumed before the issue was reported; or if the issue was reported outside the window in Section 3.

5. VORA Shopper orders

5.1 Prices, receipts, and adjustments

• Checkout prices are estimates. Your final item charge is the Store's receipt price, including Store sales tax, deposits, or bag fees. The receipt is available in the app after delivery.
• Weighted items (produce, meat, deli, bakery) are adjusted to the actual weight purchased. A difference from the estimate is not a refundable "error."
• If you believe you were charged for an item that is not on the receipt, or the receipt total does not match what you were charged, tell us within 48 hours and we will correct it.
• The temporary authorization hold (estimate plus up to 20%) is released when the final charge posts. A hold that has not yet dropped off is not a charge; timing depends on your bank.

5.2 Out-of-stock items and replacements

• Items the Store did not have are not charged.
• If you chose "refund, do not replace" for an item, or gave no preference and no suitable replacement existed, the item is simply removed and not charged.
• A replacement you approved in the app, or that matched a replacement preference you selected at checkout, is charged at its Store price and is not refundable for preference reasons.
• A replacement you did not approve and that is not a reasonable match for what you ordered may be refunded on request within 48 hours.

5.3 Missing, wrong, damaged, or spoiled items

You may be eligible for a refund or credit if an item is missing (charged on the receipt but not delivered), is the wrong item (not what you ordered or approved), arrived damaged, leaking, spoiled, or past its expiration date, or if the order was never delivered. Report within 24 hours, with photos.

5.4 What VORA Shopper does not cover

• Product quality, taste, or brand preference where the correct item was delivered in good condition; the goods are the Store's products; manufacturer or Store warranties, if any, are theirs.
• Allergen, dietary, or religious-suitability concerns: check the product packaging on delivery before consuming. Shoppers select items by the product you chose; they do not verify ingredients for you.
• Store returns. Because the Store sold the item to you, an unwanted item is not returnable through VORA. Some Stores accept returns with the receipt; that is between you and the Store.
• Store loyalty, coupon, or membership pricing not supported in the app.

6. Non-perishable packaged goods

For sealed, non-perishable packaged goods (from a Merchant or a Store) that arrive damaged, defective, or incorrect, report within 7 days (Section 3). You may be eligible for a refund, replacement, or credit.

7. Returns for eligible durable goods & apparel (Merchant orders, where offered)

Returns are available only for Merchant product categories that offer them, and only where a return option is shown at checkout. Where offered: items must be returned within the stated return window, unused and in original condition and packaging, with proof of purchase; prepared food, perishable and grocery items, opened personal-care items, custom or made-to-order items, final-sale items, gift cards, and digital items are not returnable; unless the return is due to a defect or our (or the Merchant's) error, return shipping or handling costs are your responsibility; and refunds for returned items are issued after the item is received and inspected.

8. Cancellations

Merchant orders. Before the Merchant accepts, you may cancel for a full refund. After acceptance, or once preparation, picking, or packing has begun, the order may no longer be cancellable, or only partially refundable. Prepared food already being made cannot be cancelled or refunded.

VORA Shopper orders. You may cancel for a full refund at any time before the Shopper begins shopping. Once shopping has begun, items already purchased cannot be returned to the Store; you may still cancel, but you will be charged for items already purchased plus the service fee, and delivery will proceed unless you tell us otherwise. Cancelling after the Shopper has checked out at the Store does not entitle you to a refund of the items.

Scheduled orders. You may cancel before the cutoff time for your delivery window; after the cutoff, the rules above apply.

9. How and when refunds are issued

• Method. Refunds go to your original payment method through Stripe, or as VORA credit where you agree or where credit is the appropriate remedy.
• Timing. Once approved, refunds are typically initiated promptly; funds usually appear within 5–10 business days depending on your bank or card issuer.
• Fees and tips. Where an order is not delivered or is fully refunded, the service and delivery fees for that order are refunded. For partial issues, fees may not be refunded. Tips already paid to a Shopper, Courier, or delivery person are not refunded unless the order was never delivered. Where a delivery was attempted at the address you provided and completed under Section 11, the order is charged in full and its fees are not refunded.
• Taxes. Refunds include any sales tax charged on the refunded items: tax VORA collected as marketplace facilitator on Merchant orders, or the Store's tax as shown on the receipt for VORA Shopper items.
• VORA credit. Credits have no cash value, are non-transferable, and may expire, as stated in the Terms.

10. Merchant-arranged delivery

Where the Merchant delivers using its own staff or a service the Merchant arranges, delivery of that order is the Merchant's responsibility. VORA will help you reach the Merchant, but the resolution may come from the Merchant directly.

11. Courier-delivered orders

Who performs the delivery. Where an independent third-party Courier coordinated through VORA delivers your order, that Courier is an independent contractor engaged through a third-party delivery network, not VORA personnel. VORA coordinates the delivery and handles your support and refund requests under this Policy, but does not employ or supervise the Courier and does not control the route taken or the exact time of arrival.

Delivery PIN. For Courier deliveries we may require a four-digit delivery PIN. Your PIN appears on your order confirmation and order-tracking screens in the app, and we send it to you again when the Courier is arriving. You must give the PIN to the Courier at handover. If you do not provide it, the Courier may be unable to complete the delivery, and the paragraph below applies.

Delivery photograph. Where an order is left at your door, the Courier takes a photograph at the drop-off point as proof of delivery. You can request a copy of the photograph for your order from support.

If you are not available. If the Courier arrives at the delivery address you provided and you do not respond to the app notification, text message, or call, the Courier may leave your order at the door where it is safe to do so, or, for higher-value orders, return it to the Merchant. In either case the delivery was attempted and completed at the address you provided: your order is charged in full and is not eligible for a refund as "never delivered." Once an order is left at your door, risk of loss, theft, and spoilage passes to you. By placing a Courier order you authorize VORA and the Courier to leave your order at the door in these circumstances, whether or not you gave drop-off instructions.

Orders returned to the Merchant. Where an order is returned to the Merchant, we will tell you in the app. You remain responsible for the order charge. Whether the Merchant holds the order for collection, and for how long, is the Merchant's decision; prepared and perishable food is generally discarded for food-safety reasons and cannot be redelivered.

When you are still eligible. You may be eligible for a refund or credit if the Courier did not arrive at the address you provided, if no delivery photograph or PIN entry exists for your order, if your order was delivered to the wrong address, or if items were damaged in transit. Report within 24 hours under Section 3.

12. VORA Delivery

Where VORA Delivery performs the delivery, VORA is responsible for the delivery leg: for delivering the order to the address and instructions you provided, within the estimated window where reasonably possible, and with appropriate handling of perishable items in transit. If a VORA Delivery order is late beyond a reasonable margin, delivered to the wrong location, or damaged in transit, contact support within 24 hours; you may be eligible for a refund of the delivery fee, a credit, or a refund of affected items. VORA Delivery is not responsible for items that were correct and in good condition when delivered but were left unrefrigerated afterward.

13. Please contact us before a chargeback

If you're unhappy with an order, contact support@tryvora.app first; we can almost always resolve it faster than your bank can. Note that on VORA Shopper orders your bank statement will show a VORA charge, not the Store; a chargeback filed because you did not recognize the charge is avoidable by checking your in-app receipt. Filing a payment dispute without contacting us first can delay your resolution. VORA may respond to and dispute chargebacks it believes are invalid, and may suspend or limit accounts associated with fraud or repeated abusive chargebacks. Nothing here limits your rights under your card network's rules or applicable law.

14. Promotions, referral credits & gift cards

Promo codes, referral credits, and gift cards are subject to their own stated terms. Amounts paid with promotional credit are generally not refundable to cash, and promotional credits have no cash value and may expire, as described in the Terms. See also our Referral Program Terms.

15. Fraud & abuse

To protect Merchants, Shoppers, Couriers, delivery personnel, and the community, VORA may decline refund requests, revoke credits, or suspend or terminate accounts where it reasonably identifies fraud or a pattern of abuse, for example, excessive or false missing-item claims or bad-faith receipt disputes. This is consistent with the account provisions in the Terms and our Acceptable Use Policy.

Instead of, or before, suspending an account, VORA may limit the delivery methods, order values, or payment methods available to it, for example, where an account has repeated orders that could not be delivered because no one was available to receive them. Where a delivery method is limited, other available options, such as pickup or Merchant delivery, remain open to you.

16. Your legal rights

Nothing in this Policy limits any rights you have that cannot be waived under Florida or U.S. federal consumer-protection law. This Policy is offered in addition to, and does not reduce, those rights.

17. Changes to this Policy

We may update this Policy from time to time. Changes apply prospectively from the effective date shown above, consistent with Section 17 of the Terms. Continued use of the Platform after an update constitutes acceptance.

18. Contact