This policy explains how to cancel an order placed in the Zopha app [or on zopha.co], and what happens when you do. Zopha is operated by 369 Delivery LLC, Cedar Park, Texas. This policy is part of our Terms of Service.
1. Cancelling your order
When you place an order, we put a temporary hold on your card for your order total plus 20%. The extra 20% covers items sold by weight, which can weigh a little more or less than estimated, and any substitute you approve that costs more than the original item. When your order is out for delivery, we charge only your final total and release the rest of the hold. You are never charged more than the amount held, and any higher-priced substitute is charged only if you approve it.
- While your order status is "Placed": you can cancel at any time in the app, at no charge. We release the hold on your card.
- Once your order status changes to "Received": we have started preparing your order and it can no longer be cancelled. You are still only charged when your order is out for delivery, and never for items that turn out to be unavailable.
- After your order is out for delivery: your card is charged. If something arrives damaged, wrong or missing, contact us and we will make it right under our [Refund Policy].
2. How to cancel
- In the app: go to My Orders, open the order and tap Cancel Order.
- By phone, text or email: call or text (737) 382-1237, or email [contact@zopha.co]. Include your order number.
3. Holds and refunds
- If an order is cancelled, or an item is unavailable, before your order is out for delivery, you are not charged for it. We release the hold, and your bank decides when the held amount shows as available again, usually within a few business days.
- If you are owed a refund after your card has been charged, we start it within 1 business day. Refunds go back to the payment method you used, and your bank usually shows them within 5 to 10 business days.
- [If you used a promo code on a cancelled order, the code can be used again.]
4. When Zopha cancels an order or an item
We may cancel an order, or part of it, if:
- an item is not available (we contact you first, and you approve a swap or that item is removed and you are not charged for it),
- we cannot deliver in your chosen window (we offer you a new window or a full refund, whichever you prefer),
- the payment does not go through,
- the address is outside our delivery area or we cannot find it, or
- we have good reason to believe the order is fraudulent or abuses an offer.
If an order changes so that it no longer qualifies for a promotional item (for example, a minimum order amount), we may remove that item.
If we cancel, we tell you [in the app and by email], release the hold and do not charge you.
5. Helping your delivery go smoothly
Please make sure your address and phone number are correct, and that someone can receive the order in your chosen delivery window. [If no one is available, we will call you. If we cannot reach you, we leave non-perishable items at your door and take back chilled and frozen items for food safety. Because your order was already out for delivery, it is charged and not refunded.]
6. Contact us
Call or text (737) 382-1237, or email [contact@zopha.co]. We are open daily from 11:00 AM to 9:30 PM Central Time.