Refunds & Cancellations

1. Who your refund comes from

Stores on KioSnap are independent businesses, and payment for your order is made directly to the store — at the counter, on delivery, or by whatever method the store offers. KioSnap does not hold your money, so any refund is issued by the store you paid.

2. Cancelling an order

Open your order — from your confirmation, the queue screen, your QR, or your order history — and you'll see exactly what you can do at that moment. The rule is the same at every store on KioSnap, counter or otherwise:

• Before the store accepts it, you can cancel yourself, at no charge. Nothing has been started, so nobody has to agree.
• Once the store has accepted it and is working on it, you can ask them to cancel. They'll approve it or explain why they can't — either answer appears on the same screen you asked from.
• Once your order is ready and waiting, or already out for delivery, it can't be cancelled from the app. Speak to the store — at a counter, that means asking there.
• A store may also cancel your order themselves — when an item is unavailable, for instance. Anything already paid for a cancelled order should be refunded by the store in full.

3. Problems with an order

If something is wrong — a missing item, a wrong order, a quality issue — raise it with the store first, ideally right away and with a photo where relevant. The store's own refund policy applies, alongside your rights under the Consumer Protection Act, 2019, which no store policy can take away.

4. Services and bookings

Bookings follow the same three stages as any other order: cancel freely before the provider accepts, ask once they have, and speak to them directly once the work is under way. On top of that, providers set their own rules on advances, deposits and how much notice they need. Check those before booking; they apply to your booking.

5. When KioSnap steps in

If a store refuses to engage with a genuine complaint, write to hello@kiosnap.com with your order number. We can't force a refund on a store's behalf, but repeated verified complaints affect a store's standing on KioSnap, including removal from the marketplace.