Refund policy

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Return and Refund Policy

 

At ViaCash Food, our goal is to provide diaspora communities with a simple, reliable, and transparent way to purchase food products for their loved ones in Haiti. We understand the importance of every order and are committed to handling delivery, quality, and availability issues seriously and fairly.

This policy applies to orders placed through ViaCashFood.com or any other official ViaCash Food sales channel.

1. Nature of Products Sold

ViaCash Food primarily sells food baskets, grocery items, dry goods, fresh products, essential household items, and other products intended for delivery or pickup by a recipient in Haiti.

Because many of our products are food-related, some items may be perishable or subject to food safety requirements. For this reason, physical returns are generally not accepted once products have been delivered, unless the product is defective, damaged, non-compliant, or where applicable law requires otherwise.

2. Order Cancellation

An order may be cancelled without charge if the cancellation request is received before the order has been processed, prepared, or transmitted to our local delivery or distribution partner in Haiti.

Once an order has been prepared, shipped, delivered, or made available for pickup, cancellation may no longer be possible, especially for fresh, perishable, or already assembled products.

To request a cancellation, please contact us as soon as possible at:

Email: contact@viacashfood.com
Phone / WhatsApp: Toll free 1-800-328-0870 / 514-323-1777
Order number required

3. Product Availability and Substitutions

Some products may be temporarily unavailable in Haiti at the time the order is prepared.

In such cases, ViaCash Food may, depending on the situation:

  • replace the item with a similar product of equal or greater value;

  • offer a partial credit;

  • refund the portion corresponding to the unavailable product;

  • contact the customer before proceeding, when the substitution is significant.

We make reasonable efforts to respect the exact contents of the food baskets and products displayed on our website. However, certain products may vary depending on local availability, seasonality, supply conditions, or logistical realities in Haiti.

4. Undelivered Orders

If an order has not been delivered on the expected date or within the expected delivery window, the customer must contact us so that we can open a verification with our team or local partner.

If the non-delivery is caused by ViaCash Food or our delivery partner, we may offer, depending on the case:

  • a new delivery attempt;

  • a corrected delivery;

  • a credit;

  • a full or partial refund.

If the order cannot be delivered because of incorrect information provided by the customer, repeated absence of the recipient, refusal to receive the order, or inability to communicate with the recipient, additional fees may apply for a new delivery attempt. In some cases, the refund may be refused or limited to recoverable products.

5. Damaged, Missing, or Non-Compliant Products

If a delivered product is damaged, missing, expired, unsafe for consumption, or materially different from what was ordered, the customer must notify us as soon as possible.

Recommended timeframe to report an issue:

  • Fresh or perishable products: within 24 hours of delivery

  • Dry or non-perishable products: within 48 hours of delivery

The claim must include:

  • the order number;

  • the customer’s name;

  • the recipient’s name;

  • a description of the issue;

  • photos or supporting evidence, when available.

After review, ViaCash Food may offer:

  • replacement of the product;

  • a new delivery;

  • a credit applicable to a future order;

  • a partial refund;

  • a full refund if the order is substantially non-compliant.

6. Physical Returns

For food safety, hygiene, and international logistics reasons, ViaCash Food generally does not accept physical returns of food products that have already been delivered or handed over to the recipient.

However, this rule does not limit the customer’s rights where a product is non-compliant, damaged, defective, unsafe for consumption, or where applicable law provides a remedy.

7. Refunds

When a refund is approved, it will be issued to the original method of payment used for the purchase, unless otherwise agreed or technically impossible.

Approved refunds will be processed within a reasonable timeframe and, where required by law, within a maximum of 15 days following the cancellation or approval of the refund.

The time required for the refund to appear on the customer’s bank or card statement may vary depending on the financial institution, payment processor, or payment network.

8. Non-Refundable Fees

Except in cases of error by ViaCash Food, non-delivery caused by ViaCash Food, or where otherwise required by law, certain fees may be non-refundable, including:

  • processing fees already incurred;

  • delivery fees for a delivery already completed;

  • fees related to an incorrect address or incorrect information;

  • fees for a new delivery attempt;

  • fees resulting from refusal of delivery by the recipient.

Each situation will be reviewed reasonably and fairly.

9. Errors in Information Provided

The customer is responsible for providing accurate information, including:

  • full name of the recipient;

  • local phone number;

  • complete delivery address;

  • city, neighbourhood, and location details;

  • special delivery instructions.

ViaCash Food is not responsible for delays, failed deliveries, or additional fees caused by inaccurate, incomplete, or unverifiable information.

10. Proof of Delivery

Where possible, ViaCash Food or its local partner may retain proof of delivery, such as:

  • confirmation from the recipient;

  • signature;

  • delivery photo;

  • pickup confirmation;

  • phone or message confirmation;

  • delivery status in the system.

Such proof may be used to review and resolve a claim.

11. Force Majeure and Exceptional Conditions

Certain situations may affect delivery times or product availability in Haiti, including:

  • civil unrest;

  • blocked roads;

  • security conditions;

  • natural disasters;

  • shortages;

  • strikes;

  • government restrictions;

  • supply chain issues;

  • events beyond the reasonable control of ViaCash Food.

In such cases, ViaCash Food will make reasonable efforts to complete the order, propose an alternative, reschedule the delivery, offer a credit, or issue a refund where appropriate.

12. Abuse or Fraud

ViaCash Food reserves the right to refuse a refund request or suspend an account where there are reasonable indications of fraud, abuse, false claims, unauthorized use of a payment method, or attempts to manipulate the system.

13. How to Submit a Request

For any cancellation, correction, return, or refund request, please contact us:

ViaCash Food
Email: contact@viacashfood.com
Phone / WhatsApp: Toll free 1-800-328-0870 / 514-323-1777
Website: www.viacashfood.com

Please include:

  • your full name;

  • your order number;

  • the recipient’s name;

  • the recipient’s phone number;

  • a description of the issue;

  • any relevant photos or supporting evidence.

14. Consumer Rights

This policy is intended to explain ViaCash Food’s business practices. It does not limit any mandatory rights granted to consumers under applicable laws, including consumer protection laws, legal warranties, and rules applicable to online purchases.

In the event of a conflict between this policy and applicable law, the applicable law shall prevail.