Business
Business Refund & Cancellation Policy
Last updated: 20 July 2026
This policy explains how order cancellations, customer refunds, and fees work for shops selling on marchmello, operated by MARCHMELLO LTD. It applies to you as a partner shop and supplements the Business Terms you accepted when you registered. Customers have their own Refund & Cancellation Policy.
1. When a customer cancels an order
Customers can cancel an order depending on how far it has progressed:
| When the customer cancels | Customer refund |
|---|---|
| Before you accept the order (still “pending”) | 100% |
| After you accept it | 50% |
| After the order is served | Cannot be cancelled |
When a customer is refunded, the matching portion of your payout for that order is reversed automatically. You keep your share of any amount that is not refunded — for example, your share of the 50% retained when a customer cancels an order you had already accepted.
2. When you cancel or reject an order
If you cancel or reject a paid order, the customer always receives a 100% refund and your entire shareof that order is reclaimed. Because a rejection still incurs payment processing and platform costs, you also owe that order's service feeas a rejection fee. Please only reject orders you genuinely can't fulfil.
3. How reversals reach your payouts
Refunds and reclaimed amounts are taken from your connected Stripe balance. If those funds have already been paid out to your bank, the shortfall becomes an outstanding balance that we recover from the payouts on your next orders. You can review your balance, payouts, and recent activity in the Business area of the app.
4. Commission and fees on refunds
Our commission is charged on the value of completed sales. When an order is refunded to the customer, we do not retain commission on the refunded portion. The one exception is the rejection fee in section 2, which you owe when you cancel a paid order.
5. Chargebacks and disputes
If a customer disputes a payment with their bank or card provider, the dispute is handled through Stripe. You are responsible for providing evidence for orders on your shop and for the outcome of any dispute, including associated fees.
6. Goodwill refunds you offer directly
Served orders can't be cancelled in the app. If you want to offer a goodwill refund, replacement, or remake for a served order, arrange it with the customer directly, or contact us at contact@marchmello.co.uk and we can help.
7. Leaving marchmello
You can remove your shop at any time. Any outstanding balance owed to the platform must be settled, and pending payouts are released once refunds and disputes on your orders have cleared.
8. Contact
Questions about payouts, refunds, or fees? Email contact@marchmello.co.uk.