Carrots Shopper Refund Policy

Effective as of: April 14, 2021

These terms and conditions govern Carrots’ policy for Shopper refunds (“Shopper Refund Policy”) and the obligations of the Farmer associated with the Shopper Refund Policy. The Shopper Refund Policy applies in addition to Carrots’ Terms of Service (“Carrots Terms”). The Shopper Refund Policy is available to Shoppers who order and pay for a Product listing through the Carrots Platform and suffer a delivery Issue (as defined below).

All capitalized terms shall have the meaning set forth in the Carrots Terms or Payments Terms unless otherwise defined in this Shopper Refund Policy.

By using the Carrots Platform as a Farmer or Shopper, you are indicating that you have read and that you understand and agree to be bound by this Shopper Refund Policy.

  1. Delivery Issue

A “Delivery Issue” means any one of the following:

(a) the Farmer of the Product listing (i) cancels an order shortly before the scheduled delivery of the order, or (ii) fails to provide the Shopper with the reasonable ability to pick up the order (e.g. does not provide the pickup location and/or a security code).

(b) the Product listing’s description or depiction of the order is materially inaccurate with respect to:

  • the type of the product (e.g., Kale instead of Red apples.),
  • the physical pickup location (proximity),

(c) the order fails to be delivered at no fault of the Shopper (e.g., The driver is unable to find your location even though you have provided sufficiently detailed directions.

  1. The Shopper Refund Policy

If you are a Shopper and suffer a Delivery Issue, you are covered by this policy as follows:

Up to 24 hours after scheduled delivery. If you report a Delivery Issue up to 24 hours after order completion or scheduled completion, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the Carrots Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and replace your Purchase with a product which is reasonably comparable to or better than the product described in your original Purchase in terms of type, quality, and proximity. Carrots shall decide whether an issue reported by a Shopper qualifies as a Delivery Issue, whether to reimburse a Shopper who suffers a Delivery Issue, and whether an alternate Product listing is comparable or better.

More than 24 hours after scheduled delivery. If you report a Delivery Issue more than 24 hours after scheduled delivery, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Delivery Issue suffered, or (ii) use our reasonable efforts to help you find and replace your Purchase with a product which is reasonably comparable to or better than the product described in your original Purchase in terms of type, quality, and proximity. Carrots shall decide whether an issue reported by a Shopper qualifies as a Delivery Issue, whether to reimburse a Shopper who suffers a Delivery Issue, and whether an alternate Product listing is comparable or better.

Carrots’ decisions under the Shopper Refund Policy are final and binding on Shoppers and Farmers but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.

  1. Conditions for making a Claim 

To submit a valid claim for a Delivery Issue and receive the benefits with respect to your Purchase, you are required to meet each of the following conditions:

(a) you must be the Shopper that booked the Product listing;

(b) you must report the Delivery Issue to us via email or via telephone within 24 hours of discovering the existence of the Delivery Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Product listing and the circumstances of the Delivery Issue;

(c) you must respond to any requests by us for additional information or cooperation on the Delivery Issue within the time specified by Carrots;

(d) you must not have directly or indirectly caused the Delivery Issue (through your action, omission or negligence);

(e) unless otherwise specified by Carrots or Carrots advises you that the Delivery Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Delivery Issue with the Farmer; and

(f) in order to receive a reimbursement of Total Fees or assistance with Purchasing an alternative Product listing, you may be required to provide evidence to corroborate your claims. This may include photos, or return of the order in question.

  1. Minimum Quality Standards, Farmer Responsibilities and Reimbursement to Shopper

4.1 If you are a Farmer, you are responsible for ensuring that the Product listings you list on the Carrots Platform are deliverable, adequately and accurately described in the Product listing description, safe and clean, and do not present a Shopper with Delivery Issues, as specified in these terms. Farmers should be available for at least 24 hours after the scheduled delivery, or make a third-party available, in order to try, in good faith, to resolve any Delivery Issues or other Shopper issues.

4.2 If you are a Farmer, and if (i) Carrots determines that a Shopper has suffered a Delivery Issue related to a Product listed by you and (ii) Carrots either reimburses that Shopper (up to their Total Fees) or provides an alternative Product listing to the Shopper, you agree to reimburse Carrots up to the amount paid by Carrots within 30 days of Carrots’ request. You also agree to reimburse Carrots for reasonable additional costs incurred to reimburse or resend an order to the Shopper. You authorize Carrots Payments to collect any amounts owed to Carrots by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.

4.3 If you dispute the Delivery Issue, you may notify us via email or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Delivery Issue. In order to dispute a Delivery Issue, you must use reasonable and good faith efforts to try to remedy any Delivery Issue with the Shopper unless Carrots advises you that the Delivery Issue cannot be remediated.

  1. General Provisions

5.1 No Assignment/No Insurance. This Shopper Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Shopper, and the Shopper has not paid any premium in respect of the Shopper Refund Policy. The benefits provided under this Shopper Refund Policy are not assignable or transferable by you.

5.2 Modification or Termination. Carrots reserves the right to modify or terminate this Shopper Refund Policy, at any time, in its sole discretion. If Carrots modifies this Shopper Refund Policy, we will post the modification on the Carrots Platform or provide you with notice of the modification and Carrots will continue to process all claims for Delivery Issues made prior to the effective date of the modification according to the then applicable policy.

5.3 Entire Agreement. This Shopper Refund Policy constitutes the entire and exclusive understanding and agreement between Carrots and you regarding the Shopper Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Carrots and you regarding the Shopper Refund Policy.

  1. Contacting Carrots

If you have any questions about the Shopper Refund Policy, please email us.