Terms and Conditions for Cancellation and Refunds

This Return Policy (the “Policy”) outlines the terms and conditions under which orders placed through the PortalPuff platform may be cancelled and refunded. By placing an order on the PortalPuff platform, you (the “Customer”) agree to be bound by the terms and conditions set forth herein. This Policy is intended to comply with all applicable laws and regulations and shall be construed in accordance with the laws of the jurisdiction in which PortalPuff operates.

General Provisions

PortalPuff (“we,” “us,” or “our”) strives to provide our customers with the highest level of service. We understand that there may be circumstances where an order needs to be cancelled. This Policy outlines the specific conditions under which cancellations and refunds will be processed. Any disputes arising out of or related to this Policy shall be resolved in accordance with the dispute resolution provisions set forth in our Terms of Service.

Cancellation and Refund Eligibility

1. Order Cancellation Before Driver Assignment:

   Customers may cancel their order at any time before a delivery driver has been assigned to the order. In such cases, the Customer will be eligible for a full refund of the order amount, including any applicable taxes and fees. To initiate a cancellation, the Customer must contact PortalPuff support at support@portalpuff.com. Upon receipt of the cancellation request, PortalPuff will process the refund within a reasonable timeframe.

2. Order Cancellation After Driver Assignment:

   In the event that a delivery driver has been assigned to the order but has not yet picked up the items from the store, the Customer must directly contact the store from which the order was placed to request a cancellation. The store will then communicate with the assigned driver to cancel the order. If the cancellation is successfully processed, meaning the driver has cancelled the order and has not left the store with the product, the Customer will be eligible for a full refund of the order amount. The Customer must contact PortalPuff support at support@portalpuff.com to confirm the cancellation and process the refund.

3. Order Cancellation After Driver Pickup:

   If the delivery driver has already picked up the order and is en route to the delivery address, the Customer may still request a cancellation. However, a $25 restocking fee will apply. Additionally, any fees or tips associated with the order will not be refunded. The Customer will be eligible for a refund of the product subtotal and applicable taxes only. To initiate this type of cancellation, the Customer must contact PortalPuff support at support@portalpuff.com. The restocking fee will be deducted from the refund amount, and the remaining balance will be processed within a reasonable timeframe.

Additional Provisions

• Notification and Communication: All requests for cancellations and refunds must be communicated to PortalPuff support through the specified email address. Customers are encouraged to include all relevant order details in their communication to facilitate prompt processing of their request.
• Processing Time: PortalPuff will make every effort to process cancellation and refund requests in a timely manner. However, the actual processing time may vary depending on various factors, including the payment method used and the policies of the financial institution involved.
• Modifications to the Policy: PortalPuff reserves the right to modify this Policy at any time, without prior notice to the Customer. Any such modifications will be effective immediately upon posting of the revised Policy on the PortalPuff website. Customers are encouraged to review the Policy periodically to ensure compliance with the latest terms and conditions.

Limitation of Liability

To the fullest extent permitted by applicable law, PortalPuff shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from the Customer's use of or inability to use the PortalPuff platform or arising out of this Policy. In no event shall PortalPuff's total liability to the Customer for all claims arising out of or relating to this Policy exceed the amount paid by the Customer for the order.

Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of the jurisdiction in which PortalPuff operates, without regard to its conflict of law principles. Any disputes arising out of or related to this Policy shall be resolved exclusively through binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall take place in the jurisdiction in which PortalPuff operates, and the decision of the arbitrator shall be final and binding on both parties.

Severability

If any provision of this Policy is found to be invalid or unenforceable by a court of competent jurisdiction, such provision shall be severed from the Policy, and the remaining provisions shall remain in full force and effect.

Entire Agreement

This Policy constitutes the entire agreement between the Customer and PortalPuff regarding the subject matter herein and supersedes all prior or contemporaneous understandings, agreements, representations, and warranties, whether written or oral, regarding such subject matter. For any questions or further assistance, please reach out to our support team at support@portalpuff.com.

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