Calling a run off, and what happens to the hold.

When you can cancel

• Before anyone has claimed it — yes, immediately. Nothing has been bought and nothing has been charged.
• After a shopper claims it, before they buy — yes. They have not spent their own money yet.
• Once your shopper has started buying — no. They are at the till having paid with their own money, and that hold is the only thing that can pay them back. Message them through the run and they will help.

Released, not refunded — and why that is better

When you place a run we place a hold, not a charge. Cancelling releases it. A release is not a refund waiting on a bank — there is no money to send back, because none moved.

How long your bank takes to show the released hold is their decision, not ours. Most clear within a few days.

What you agree to at checkout

• Your shopper buys your list as your agent, with your money. The shop sells to you; we never own the goods.
• The hold shown is a maximum and cannot be raised. You are charged what the receipt says.
• The charge is made on your shopper’s own account, so their name may be what shows on your statement.
• Problems with goods go to the shop under its own return policy. We hold no money and issue no refunds.

If something is wrong with what arrived

You bought those goods from the shop, through your shopper acting as your agent — so the shop’s own returns policy applies, exactly as if you had walked in yourself. We give you the receipt, the delivery photograph and the timeline to take with you.

If the problem is with the service — it did not arrive, it went to the wrong door, the wrong thing was substituted — tell us and we will help you reach your shopper. We record both sides and we do not decide who is right; that is for you, the shop, and if it goes that far, your bank.