Refund Policy
Clear and fair refund policies to protect both customers and vendors
Last Updated: December 2024
1. Introduction
At Fleet Feast, we strive to provide fair and transparent refund policies that protect both customers and vendors. This policy outlines our cancellation terms, refund timelines, and dispute resolution process.
Our escrow payment system ensures funds are only released after successful event completion, providing security for all parties involved.
2. Escrow Payment System
How Our Payment System Works
Payment Made
When you book a food truck, your payment is processed securely through Stripe and held in escrow.
7-Day Hold Period
Funds are held for 7 days after your event to allow time for any issues to be reported and resolved.
Payment Released
If no disputes are filed, payment is automatically released to the vendor on day 8.
Note: This 7-day window protects both parties and ensures quality service delivery.
3. Customer Cancellation Refunds
If you need to cancel your booking, refund amounts depend on how far in advance you cancel:
| Cancellation Timing | Refund Amount |
|---|---|
| 7 or more days before event | 100% Full Refund |
| 3-6 days before event | 50% Partial Refund |
| Less than 3 days before event | No Refund |
Important: Cancellations must be submitted through your dashboard. Email or phone cancellations are not automatically processed.
4. Vendor Cancellation Compensation
If a vendor cancels your booking, you are entitled to compensation based on the timing of cancellation:
| Cancellation Timing | Customer Receives |
|---|---|
| 7 or more days before event | Full refund OR replacement vendor at same price |
| 3-6 days before event | Full refund + replacement vendor offered (if available) |
| Less than 3 days before event | Full refund + $100 Fleet Feast credit |
| Vendor no-show (day of event) | Full refund + $100 Fleet Feast credit |
Our Commitment: We work hard to find replacement vendors when cancellations occur. Credits can be used for future bookings on Fleet Feast.
5. Dispute Resolution
Filing a Dispute
You have 7 days after your event to file a dispute if you experienced issues with service quality, timeliness, or other problems.
Submit Dispute Form
Access your booking dashboard and click "File Dispute." Provide detailed information and supporting evidence (photos, videos, witness statements).
Review Process
Our team reviews all evidence from both parties within 3-5 business days. We may contact you for additional information.
Resolution
We make a final decision based on evidence and issue appropriate refunds, credits, or other remedies.
Tip: Include photos, timestamps, and detailed descriptions to support your dispute. The more evidence you provide, the faster we can resolve the issue.
6. Automated Refund Triggers
Our system automatically processes partial or full refunds for certain verified issues:
| Issue Type | Automatic Resolution |
|---|---|
| Vendor no-show | Full refund + $100 credit |
| Late arrival (30-60 minutes) | 10% automatic refund |
| Late arrival (60+ minutes) | 25% automatic refund |
How It Works: GPS tracking and check-in timestamps verify arrival times. No action needed - refunds are processed automatically within 3 business days.
7. Manual Review Cases
The following issues require manual review and cannot be automatically resolved:
- •Food Quality Issues: Undercooked, overcooked, or food that does not match menu description
- •Wrong Items: Food truck served different items than confirmed in booking
- •Quantity Issues: Insufficient food for guest count or portions smaller than agreed
- •Service Issues: Unprofessional behavior, health/safety violations, equipment failures
Submit a dispute with photos and detailed descriptions. Our team reviews within 3-5 business days and determines appropriate refunds based on severity.
8. Refund Processing Timeline
Once a refund is approved, processing times are as follows:
Refund initiated in our system and sent to payment processor
Payment processor returns funds to your original payment method
Funds appear in your bank account (timing depends on your bank)
Note: Total refund processing typically takes 5-10 business days. If you do not see your refund after 10 business days, contact support.
9. Non-Refundable Items
The following are not eligible for refunds:
- ✗Fleet Feast Service Fees: Platform fees are non-refundable even if booking is canceled
- ✗Completed Services: Events that were completed as agreed (unless dispute is filed within 7 days)
- ✗Last-Minute Cancellations: Customer cancellations less than 3 days before event
- ✗Weather-Related: Cancellations due to weather are subject to standard cancellation policy
10. Contact for Refund Issues
If you have questions about our refund policy or need assistance with a refund:
Live Chat
Available on all pages
Mon-Fri 9am-6pm EST
Need immediate help? For urgent refund issues on event day, call our support line for priority assistance.