REFUND & CANCELLATION POLICY
Effective: June 1, 2026 Version: 2026-06-01
Until online payments are fully enabled across the marketplace, transactions may occur directly between customers and Vendors. This policy governs current and future marketplace transactions.
- Marketplace Role
CuzHens LLC operates as a technology platform and marketplace provider.
Except where expressly stated, CuzHens LLC is not:
- The seller
- The grower
- The producer
- The manufacturer
- The distributor
- The retailer
- The delivery provider
Independent Vendors are responsible for products and services offered through the marketplace.
- Customer Cancellation
Customers may cancel orders before Vendor confirmation and receive a full refund where applicable.
After Vendor confirmation:
- Refund eligibility is determined by the Vendor and applicable marketplace policies.
- Custom orders, special harvests, prepared items, and made-to-order products may be partially refundable or non-refundable.
- Vendor Cancellation
If a Vendor cannot fulfill an order:
- The customer shall receive a full refund.
- Refunds will be issued to the original payment method when possible.
Repeated Vendor cancellations may affect account standing, search visibility, verification status, or marketplace eligibility.
- No-Shows
Customers are responsible for arriving during the agreed pickup window.
If a customer fails to pick up an order:
- The Vendor may restock, donate, dispose of, or otherwise handle the products.
- Refunds are not required.
- Perishable items may be discarded after the pickup window expires.
Repeated no-shows may result in account restrictions.
- Quality Issues
Customers should contact the Vendor within twenty-four (24) hours of pickup or delivery for issues involving:
- Damaged items
- Spoiled items
- Incorrect items
- Missing items
- Misrepresented items
Photos or supporting documentation may be required.
The Vendor may offer:
- Replacement
- Store credit
- Partial refund
- Full refund
- Perishable Products
For highly perishable products including:
- Eggs
- Produce
- Fruit
- Meat
- Dairy
- Cottage foods
- Fresh flowers
Claims must generally be submitted within twenty-four (24) hours of pickup or delivery.
Claims submitted after that period may be denied.
- Marketplace Mediation
If the Vendor and customer cannot resolve a dispute within seven (7) days, either party may request marketplace mediation.
CuzHens may review:
- Order details
- Messages
- Photos
- Tracking information
- Listing descriptions
- Other relevant evidence
CuzHens may:
- Deny a refund
- Approve a partial refund
- Approve a full refund
- Issue marketplace credit
- Hold funds temporarily
- Reverse payouts where appropriate
Marketplace decisions are intended to maintain fairness and marketplace integrity.
- Chargebacks
Customers agree to first attempt resolution through:
- The Vendor
- Marketplace mediation
before initiating a chargeback whenever reasonably possible.
Abusive or fraudulent chargebacks may result in:
- Account restrictions
- Account suspension
- Account termination
Vendors may be responsible for chargeback fees when Vendor conduct caused the dispute.
- Subscription Plans
Vendor subscription plans including:
- Pro
- Premium
- Max
are billed in advance.
Subscription fees are generally non-refundable for billing periods already started.
Cancellation prevents future billing but does not create entitlement to prorated refunds unless required by law.
- Featured Listings & Advertising
Featured Product purchases, Sponsored Ads, promotional placements, and similar advertising products are generally non-refundable once active.
If CuzHens removes a placement for reasons unrelated to the Vendor, CuzHens may issue a credit or refund at its discretion.
- Farm Events & Educational Classes
Event tickets, workshops, farm tours, educational classes, and similar experiences may have event-specific cancellation terms.
Unless otherwise stated:
- Customer cancellations more than seven (7) days before the event may qualify for a refund.
- Customer cancellations within seven (7) days may be non-refundable.
- Vendor cancellations result in a full refund.
- Equipment Rentals
Equipment rental cancellations are subject to the rental terms disclosed at booking.
Damage claims, late returns, deposits, and security holds may be governed by supplemental rental agreements.
- Digital Products
Digital products, downloadable materials, templates, guides, software, and similar digital goods are generally non-refundable after delivery or access unless required by law.
- Future Marketplace Services
This policy applies to current and future marketplace offerings including:
- Products
- Services
- Rentals
- Events
- Classes
- Subscriptions
- Advertising
- Digital products
- Delivery services
- Restaurant sourcing
- Educational marketplaces
Additional service-specific refund policies may supplement this policy.
- Limitation of Marketplace Liability
CuzHens LLC does not guarantee:
- Product quality
- Product safety
- Product legality
- Product freshness
- Vendor performance
- Event quality
- Service quality
Refund decisions may be limited by applicable law, payment network requirements, processor requirements, and available evidence.
- Contact
Questions should first be directed to the Vendor.
For escalations:
CuzHens LLC
Waycross, GA 31503
Email: info@cuzhens.com