Refund Scenarios and Guidelines
Here's an overview of refund responsibility based on different scenarios:
Due to DoorDash System Issue (When Dasher Assigned) | If the cancellation is due to a DoorDash system issue or a Dasher not arriving the order and tip will be refunded by DoorDash. Contact DoorDash for the refund arrangement. |
Order Cancelled Due to Store Unpreparedness (When Dasher Assigned) | If the order is cancelled because the store is unprepared, the refund responsibility lies with the store. Neither CleanCloud nor DoorDash is responsible for this type of refund. |
Late Delivery Due to Dasher Delay Over 30 Minutes | If the delivery is over 30 minutes late due to a Dasher delay, the store is responsible for the order refund, excluding the tip (if the customer requests a refund). |
Late Delivery Due to Store Delay (Dasher Ready) | If the store is late and the Dasher has to wait, causing a late delivery, the order and tip responsibility lies entirely with the store (if the customer requests a refund). |
Customer Unavailable or Wrong Details | If a delivery is undeliverable due to customer unavailability, incorrect details, or address, the refund responsibility rests with the customer, not DoorDash or the store. |
Order Issues Due to Dasher Error | If an order is damaged, lost, or missing due to a Dasher error, the order and tip will be refunded, along with the cost of lost/damaged items (up to $2000 per order). For more help on the process, please contact CleanCloud Support. |
Order Issues Due to Store Error | If the store is responsible for damaged, lost, or missing items, the refund responsibility falls on the store, including the cost of lost/damaged items. |
Refund Request Timeframe | Requests for “Order Arrived Late”, ”Undeliverable” and “Item Issues” must be communicated within 30 days, while other refund requests must be made within 60 days of order placement. |
👉 If you need any further assistance regarding the refund process or any other related queries, please contact CleanCloud Support.
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