Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains how refunds and cancellations are handled for hamper purchases made through SnackTroops campaigns. Because each campaign is a school fundraiser and payments are routed to the participating school, refund requests are reviewed jointly by SnackTroops and the relevant school.

2. Card Payments

Hamper purchases made by card are processed through our payment gateway partner. If a payment fails or is declined, no funds are captured and the buyer may retry the purchase.

If a buyer believes they were charged in error (for example, a duplicate charge or a charge for a hamper that was never assigned or delivered), they may raise a refund request as described in Section 5.

Approved card refunds are returned to the original payment method. Processing times depend on the card issuer and payment gateway and may take several business days to appear on the buyer’s statement.

3. Cash Payments

Cash payments are collected directly by the student and handed to the teacher, who marks the transaction as received in the platform.

Because SnackTroops does not hold or process the physical cash, refunds for cash transactions must be arranged directly between the buyer, the student, and the school. The school is responsible for returning cash where a refund is agreed.

4. Eligible Reasons for a Refund

Refund requests will generally be considered where:

  • A hamper or packets that were paid for were never delivered to the buyer.
  • A duplicate or incorrect charge was made for the same order.
  • A campaign is cancelled by the school after payment was collected.
  • A payment was processed due to a verified technical error on the platform.

Change-of-mind requests after a hamper or packets have been delivered are handled at the discretion of the school, since funds support the school’s fundraising campaign.

5. How to Request a Refund

To request a refund, the buyer (or, for a student-related issue, the parent/guardian) should contact the school administrator or teacher involved in the transaction, or the SnackTroops support contact provided by the school, within a reasonable time of the transaction—ideally before the campaign ends.

Please include:

  • The order or transaction reference, if available.
  • The school, campaign, and approximate date of purchase.
  • The reason for the refund request.

Requests are reviewed by the school administrator (for cash transactions) or by SnackTroops together with the school (for card transactions). Buyers will be notified of the outcome.

6. Campaign Cancellation

If a school cancels a campaign before it concludes, any card payments already collected for hampers not delivered will be reviewed for refund on a case-by-case basis, coordinated between SnackTroops and the school.

Cash amounts already collected by students remain the responsibility of the school to reconcile with buyers.

7. Non-Refundable Circumstances

  • Hampers or packets that have already been delivered and consumed.
  • Requests made after the refund window communicated for that campaign has closed.
  • Amounts already paid out to the school’s connected payment account where the underlying transaction is not in dispute.

8. Changes to This Policy

This policy may be updated to reflect changes in payment providers, campaign structure, or applicable consumer protection requirements. The version in effect at the time of a transaction will apply to that transaction.