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BUY N GO REFUND & CANCELLATION POLICY

Effective Date: 11/30/2025

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At Buy N Go, we strive to provide reliable, on-demand delivery for your oversized items. Because our drivers are Independent Contractors who reserve time and fuel specifically for your job, our refund policy is designed to compensate them for their efforts while ensuring fair treatment for our customers.

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1. Cancellation Policy
You may cancel your order directly through the Buy N Go app. Refund eligibility depends on the status of your driver:​​

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  • Full Refund: If you cancel before a driver has accepted your job or been dispatched, you will receive a 100% refund of the posted amount.

  • Cancellation Fee Charged: If you cancel after a driver has accepted the job and is en route to the pickup location, you will be charged a Cancellation Fee. The remaining balance of your payment will be refunded.

  • Why? This fee compensates the driver for the fuel and time spent traveling to your location.

2. Failed Deliveries (Customer Responsibility)

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​If a delivery cannot be completed due to inaccurate information provided by the customer, a Cancellation Fee (and potentially mileage charges) will apply, and the item may not be moved. Common reasons include:

  • "Wrong Fit" / Incorrect Vehicle Selection: If you select a vehicle (e.g., Pickup Truck) that is too small for your item (e.g., Large ​Sectional), and the driver cannot safely load it, the job will be cancelled. Customers are responsible for selecting the correct vehicle size based on the dimensions provided.

  • Prohibited Items: If the driver arrives and the item is on our Prohibited List (e.g., Hazardous Materials, Medical Supplies, Live Animals, or items requiring a vehicle over 10,000 lbs. GVWR), the service will be refused and a fee charged.

  • No-Show / No Access: If the driver arrives at the pickup or drop-off location and cannot locate the customer or access the curbside area after waiting for the complementary 5-minute grace period.

  • Item Not Ready: If the item is not disassembled, disconnected (appliances), or ready at the curb/lobby upon driver arrival.

3. Weather and Safety Delays​​

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  • Florida Weather Policy: In the event of severe weather (lightning, flooding, tropical storms) that makes driving or curbside loading unsafe, Buy N Go reserves the right to pause or reschedule the delivery.

  • Refunds for Weather: If a delivery is permanently cancelled by Buy N Go due to weather before completion, a Full Refund will be issued. If it is merely delayed, no refund is issued, but the customer may cancel subject to the standard cancellation terms.​

4. Damage & Liability Claims​​

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Refunds are not issued for completed deliveries based on dissatisfaction with the "curbside" nature of the service, as this is our stated service model.

  • Loss or Damage: If an item is damaged or lost during transit, this is handled as an Insurance Claim, not a service refund.

  • Liability Limit: Our liability for any claim is strictly limited to $0.50 per pound up to a maximum of $500.00 per shipment. We do not refund the delivery service fee in the event of a damage claim unless the service was not completed.

  • Property Damage: Buy N Go is a curbside-only service. We are not liable for damage to interior floors, walls, or doors, as drivers are contractually prohibited from entering private residences.

5. Payment Processing​​​

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  • Refund Timeline: Please allow 5–10 business days for approved refunds to appear on your original method of payment, depending on your bank's processing times.

  • Disputes: If you believe a Cancellation Fee was charged in error (e.g., the driver was the one who cancelled without cause), please contact support@buyngodelivery.com within 48 hours of the booking for a review.​​​

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