Extenuating Circumstances Policy

Effective date: April 14, 2021

Overview 

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after Purchase and make it impracticable or illegal to complete your order. This Policy applies to purchases of Product listings on the Carrots platform.

Shoppers that are impacted by an event covered by this Policy can cancel their order and receive, depending on the circumstances, a cash refund, credit, and/or other consideration. Farmers that are impacted by an event covered by this Policy can cancel without adverse consequences.

What events are covered

This Policy uses the term “Event” to refer to the following situations that occur after Purchase, are unforeseen at the time of Purchase, and prevent or legally prohibit completion of the order.

Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.

Military actions and other Hostilities. Acts of war, Hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Florida.

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); disruptions unrelated to a covered Event like road closures. If you cancel an order in these cases, the amount refunded will be determined by the cancellation policy that applies to the order.

What to do next

If we notify you or publish information confirming that this Policy applies to your order, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your purchase history page and canceling the impacted order. Note that you may only cancel orders that have not yet been delivered and are within 24 hours of their scheduled delivery window. If you believe this Policy applies to your order, but we have not notified you or published information about the Event, please contact us to cancel your order. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your order.

If you have questions, please contact us.