Effective: June 1, 2025
Until online payments (Stripe Connect) are enabled on CuzHens Market, all transactions happen directly between the customer and the vendor at pickup. The policy below will apply when on-platform payments go live, and serves as the recommended framework today.
1. Cancellation by customer
- A customer may cancel a pending order at any time before pickup, unless the listing was perishable and already prepared/harvested at the customer's request.
- For perishable items prepared at the customer's request, vendors may decline a full refund and offer a credit or partial refund instead.
2. Cancellation by vendor
- Vendors should cancel as early as possible if they can't fulfill an order (crop loss, weather, illness).
- Cancelled orders are refunded in full to the customer's original payment method.
3. No-shows
- If a customer doesn't pick up within the agreed window, the vendor may restock the items and is not required to issue a refund.
- Repeated no-shows by a customer may result in a temporary or permanent account restriction.
4. Quality issues
- Customers who receive damaged, spoiled, mislabeled, or incorrect items should contact the vendor within 24 hours of pickup with photos.
- The vendor will offer a full or partial refund, replacement, or credit at their discretion within 7 days.
- If the customer and vendor can't reach a resolution within 7 days, the customer may escalate to [email protected] for marketplace mediation.
5. Marketplace mediation
When a case is escalated:
- We review the order details, chat history, photos, and any review/dispute notes.
- We may issue a goodwill refund from the marketplace's own funds and pursue the vendor separately if their behavior breaches the Vendor Agreement.
- We do not act as a courtroom — final remedies depend on what's fair and what payment-network rules allow.
6. Chargebacks
Filing a chargeback before contacting the vendor and/or marketplace mediation is discouraged and may result in account restriction once a fair resolution was offered.
7. Premium membership fees
Vendor premium subscription fees are non-refundable for the month already billed; you may cancel at any time and your membership will remain active until the end of the current billing cycle.
8. Contact
Questions about a specific order should go to the vendor first. For escalations: CuzHens LLC 2607 Mose Thrift Rd, Waycross, GA 31503 Email: [email protected]