SouqGo

Refund & Cancellation Policy

Last updated: 1 June 2025

1. How Payments Work on SouqGo

When you place a card-payment order on SouqGo, we place a hold (authorisation) on your card for the order total. You are not charged yet. The hold is only converted into an actual charge when the vendor explicitly accepts (“confirms”) your order.

This means:

  • If the vendor rejects your order or if it is cancelled before confirmation, the hold is released immediately — no charge is made. Your bank may take 3–7 business days to remove the hold from your available balance.
  • If the vendor confirms your order, the hold is captured and your card is charged.
  • Cash-on-delivery orders are only paid at the door — no pre-authorisation is taken.

2. Cancellation by the Customer

Before the vendor confirms (“Pending” status)

You can cancel your order at any time from your order list while the order status is “Pending”. The card hold will be released automatically — you will not be charged.

After confirmation — before preparation starts

Once the vendor confirms your order, you may still be able to cancel if the vendor has not yet started preparing your items. In this case:

  • If your card has already been charged, a full refund will be issued to the original payment method within 5–10 business days (Stripe processing time).
  • The vendor is notified immediately so that no items are wasted.

After preparation has started

Once the vendor marks an order as “Preparing”, cancellation is at the vendor's discretion. If you have a valid reason (e.g. allergy concern, wrong address), contact us immediately at support@souqgo.de. We will try to coordinate with the vendor, but cannot guarantee cancellation at this stage.

3. Cancellation by the Vendor

If a vendor cancels your order (e.g. due to stock issues), you will receive an e-mail notification and an in-app alert immediately. Any card hold will be released, and any charge that has already been captured will be refunded in full.

4. Refunds for Defective or Incorrect Goods

If you receive goods that are defective, damaged, or significantly different from what was described:

  1. Contact us within 24 hours of delivery at support@souqgo.de, with your order number and, if possible, photos of the affected items.
  2. We will review your report and, where the complaint is upheld, issue a partial or full refund to your original payment method.
  3. Refunds for card payments are processed within 5–10 business days after approval.

Your statutory warranty rights under §§437 ff. BGB remain fully unaffected. In particular, you have the right to demand supplementary performance (e.g. replacement), reduction of the purchase price, or rescission of the contract.

5. Non-Refundable Situations

The following situations are generally not eligible for a refund:

  • Fresh perishable items (vegetables, meat, dairy) that were correctly packed and in good condition at delivery — see our Right of Withdrawal page for the legal background.
  • Orders where delivery was failed due to an incorrect address provided by the customer.
  • Change of mind after preparation has started, where the vendor declines the cancellation.

6. How to Request a Refund

To request a refund, e-mail us at support@souqgo.de with:

  • Your order number
  • A description of the issue
  • Photos where applicable

We aim to respond within 1 business day and resolve all disputes within 5 business days.

7. Payment Processing Fees

SouqGo does not charge customers any additional fees for refunds. Stripe payment processing fees are borne by SouqGo and are not deducted from customer refunds.

8. Dispute Resolution

If we are unable to resolve your concern, you may contact the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/. SouqGo is not obligated to participate in arbitration proceedings, but we will cooperate where legally required.

Nothing in this policy limits your statutory rights as a consumer under German law.