Refund Policy

This Refund Policy explains how payments and refunds work on Preorda, for both Customers and Vendors. Because Preorda operates on a pre-order model, our approach to refunds differs from a standard e-commerce platform.

1. How payments work on Preorda

When you place an order on Preorda, your payment method is authorised but not charged. This is a hold — your bank may show it as a pending transaction, but no money leaves your account at this stage.

Your payment is only collected when a campaign successfully closes having met its minimum order target. If the campaign does not meet its target, the hold is released and no charge is made.

2. Campaign does not meet its target

If a campaign closes without reaching its minimum order target:

• All payment authorisations are released automatically
• No charge is made to any Customer's payment method
• No further action is required from Customers
• Hold releases typically appear in your account within 3–5 business days, depending on your bank

3. Cancelling your order before a campaign closes

You can cancel your order while the campaign is still open and before payments have been collected. The exact campaign window depends on the campaign type: pre-order campaigns can run for up to 72 hours, live drops can run for up to 24 hours, and Group Meal Deals close at their join-by deadline. To cancel, visit the campaign page and select “Cancel order”. If your payment has only been authorised, the authorisation will be released through the payment processor.

Orders cannot be cancelled after a campaign has closed successfully or payments have been collected. Once that happens, any refund request is handled under the seller refund rules below.

4. Refunds after a successful campaign

Once a campaign has closed and payments have been collected, refunds may be issued in the following circumstances:

4.1 Vendor non-fulfilment

If a Vendor fails to fulfil your order within a reasonable timeframe (typically 30 days beyond the stated delivery date, or 14 days if no delivery date was given), contact us at support@preorda.com. We will investigate and, where appropriate, issue a full refund from the Vendor's payout.

4.2 Significantly not as described

If the product or service you receive is materially different from what was described in the campaign, you may be eligible for a partial or full refund. Contact us within 14 days of receiving your order with photographic evidence where applicable.

4.3 Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection law.

5. How refunds are processed

Approved refunds are returned to the original payment method used at checkout. Refund processing times:

• Credit/debit card — typically 5–10 business days after the refund is issued
• Authorisation release (campaigns that didn't succeed) — 3–5 business days

Preorda does not charge fees for refunds. Stripe's payment processing fee on the original transaction is non-recoverable.

6. Disputes

If you are unhappy with a Vendor's fulfilment and cannot resolve it directly, contact Preorda at support@preorda.com. Include your order reference, a description of the issue, and any supporting evidence. We will mediate and take appropriate action, which may include issuing a refund, suspending the Vendor, or both.

You also have the right to raise a dispute with your card issuer (chargeback) at any time, independently of this process.

7. Vendor refunds

Vendors do not receive a payout for campaigns that do not meet their target. Where refunds are issued after a successful campaign due to non-fulfilment or product issues, the refund amount (plus any Stripe fees incurred) will be recovered from the Vendor's future payouts or directly if no future payouts are forthcoming.

8. Contact us

Questions about a refund or payment? Email support@preorda.com with your order reference and we will respond within 2 business days.