Guest Refund Policy

Overview

This Refund and Cancellation Policy ("Policy") applies to all transactions processed through the Local platform, including our website and mobile applications (collectively, the "Platform"), operated by the relevant Local affiliate in your jurisdiction. By placing an order or completing a transaction through the Platform, you agree to the terms of this Policy.

This Policy is governed by the laws of the jurisdiction in which the relevant Local affiliate is incorporated. In the event of any conflict between this Policy and applicable local consumer protection laws, the provisions most favourable to the consumer shall prevail.

1. Our Role

Local operates a digital marketplace where consumers can discover, browse, and order from hospitality and service venues, including restaurants, hotels, and healthcare providers ("Merchant Partners").

2. Refund Eligibility

You may be eligible for a full or partial refund in the following circumstances:

Order Issues: The order you received was incorrect, incomplete, or materially different from what was described on the Platform. This includes wrong items, missing items, or items that do not match the menu description.

Quality Issues: The food, product, or service you received was of unacceptable quality, including but not limited to food safety concerns, items that were cold when they should have been hot, spoiled or expired items, or services not rendered as described.

Duplicate Charges: You were charged more than once for the same transaction due to a technical error on the Platform.

Failed Transactions: A payment was debited from your account but the corresponding order was not received or confirmed by the Merchant Partner.

Overcharges: The amount charged exceeds the amount displayed at checkout, excluding applicable taxes, service charges, or tips that were clearly disclosed prior to payment.

3. Customer Service Fee

Local charges a Customer Service Fee for the provision of digital platform services, including QR-based menu access, digital checkout, bill-splitting, and digital receipts.

The Customer Service Fee is non-refundable once a transaction has been completed, except where a full refund is issued under the circumstances described in Section 2, or where required by applicable law.

If you prefer not to use Local's digital ordering and checkout service, you may request to pay by alternative means by speaking directly with venue staff before initiating payment.

4. Non-Refundable Circumstances

Refunds will generally not be issued in the following circumstances:

You changed your mind after the order was confirmed and preparation or fulfilment has commenced. You provided incorrect information (such as table number, location, or order details) that resulted in a fulfilment error. The order was delivered as described and in acceptable quality, but did not meet your personal taste or preference. Tips and gratuities voluntarily added at checkout, unless the underlying transaction is itself refunded in full. Service charges or platform fees where the service was fully rendered, except as provided in Section 3.

5. How to Request a Refund

To request a refund, please contact our support team through one of the following channels:

In-App: Navigate to your order history and select "Request Refund" on the relevant transaction. Email: support@uselocal.co

When submitting a refund request, please include your order reference number, a description of the issue, and any supporting evidence (such as photographs) where applicable.

We aim to acknowledge all refund requests within 24 hours and resolve them within 5 business days. Resolution times may vary depending on the complexity of the issue and the responsiveness of the relevant Merchant Partner.

6. Refund Methods

Approved refunds will be processed using the original payment method. Please allow the following processing times after a refund has been approved:

Credit/Debit Card: 5–14 business days, depending on your card issuer. Digital Wallets (Apple Pay, Google Pay, Samsung Pay): 3–5 business days. Other Payment Methods: Processing times vary by provider.

Local does not issue cash refunds. If the original payment method is no longer available or valid, we will work with you to identify an alternative refund method.

7. Partial Refunds

Where only part of an order was affected (for example, one incorrect item in a multi-item order), Local may issue a partial refund proportionate to the affected portion. The unaffected portion of the order will not be refunded.

8. Cancellations

Before Confirmation: You may cancel an order at any time before it has been confirmed by the Merchant Partner, at no charge.

After Confirmation: Once an order has been confirmed and the Merchant Partner has commenced preparation or fulfilment, cancellations may not be possible. If a cancellation is permitted after confirmation, a partial or full refund may be issued at Local's discretion, taking into account the stage of preparation and any costs already incurred by the Merchant Partner.

By the Merchant Partner: In rare cases, a Merchant Partner may be unable to fulfil a confirmed order (for example, due to an item being unavailable or the venue closing unexpectedly). In such cases, you will receive a full refund automatically.

9. Food, Beverage, and Service Quality

Local does not own, operate, or manage the venues listed on the Platform. Our Merchant Partners are independent businesses responsible for the preparation, quality, and service of the food, beverages, and services they provide.

If you experience an issue with the quality of food, beverages, or service received through an order placed on the Platform, please contact Local using the channels listed in Section 5. We will investigate the matter with the relevant Merchant Partner and, where appropriate, issue a refund in accordance with Section 2 of this Policy.

Where a complaint relates to in-venue matters outside of an order placed through Local (such as ambiance, facilities, or staff conduct unrelated to your order), please raise the matter with venue staff directly.

Local shall not be liable for payments made at a Merchant Partner venue using fraudulent payment methods.

10. Chargebacks and Payment Disputes

We encourage you to contact Local directly before initiating a chargeback or payment dispute with your bank or card issuer. In most cases, we can resolve the issue faster than the formal dispute process.

If a chargeback is initiated, Local will respond with the relevant transaction information. Filing a chargeback for a transaction that was accurately fulfilled and described may result in the chargeback being reversed by your card issuer.

11. Fraudulent or Abusive Claims

Local reserves the right to decline refund requests and restrict or suspend accounts where we identify patterns of fraudulent, abusive, or excessive refund activity. This includes but is not limited to repeated claims of non-receipt where delivery has been confirmed, claims that are inconsistent with the evidence, and coordinated or systematic misuse of the refund process.

12. Consumer Rights

Nothing in this Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws in your jurisdiction. If you believe your consumer rights have not been respected, you may contact the relevant consumer protection authority in your jurisdiction in addition to contacting Local.

13. Modifications to This Policy

Local reserves the right to update this Policy from time to time. Any changes will be posted on the Platform with an updated "Last Updated" date. Continued use of the Platform after changes are posted constitutes acceptance of the revised Policy.

14. Contact Us

If you have questions about this Policy or need assistance with a refund or cancellation, please reach out to us:

Email: support@uselocal.co