REFUND AND CANCELLATION POLICY

1. YOUR RIGHT TO CANCEL

1.1 You may cancel your order and receive a full refund if you do so before the harvest cutoff time for your order.

1.2 The harvest cutoff time is displayed during checkout and in your order confirmation email. This is typically 2-3 days before your scheduled delivery date.

1.3 Once the harvest cutoff time has passed, cancellations are not possible. This is because Farmers will have already harvested your products specifically for your order.

2. HOW TO CANCEL

2.1 To cancel an order, please contact us as soon as possible at moccus.io@gmail.com or through your account on the Platform.

2.2 Include your order number and the reason for cancellation (optional but helpful).

2.3 We will confirm your cancellation and process your refund within 5-10 business days.

3. REFUNDS FOR CANCELLED ORDERS

3.1 If you cancel before the harvest cutoff, you will receive a full refund to your original payment method.

3.2 Refunds typically take 5-10 business days to appear in your account, depending on your bank or card issuer.

4. WHEN WE CANCEL YOUR ORDER

4.1 We may cancel your order if:

• Products become unavailable due to crop failure or unforeseen circumstances
• The Farmer is unable to fulfill your order
• There is a problem with payment or delivery information
• We suspect fraudulent activity

4.2 If we cancel your order, you will receive a full refund and we will notify you by email.

5. PROBLEMS WITH YOUR ORDER

5.1 If you receive products that are:

• Spoiled, damaged, or not fit for consumption
• Significantly different from what you ordered
• Missing items from your order

Please contact us within 24 hours of delivery with:

• Your order number
• A description of the problem
• Photographs of the affected products (if applicable)

5.2 We will investigate your complaint and, at our discretion, provide:

• A full or partial refund, or
• A replacement delivery (if available)

5.3 We cannot accept returns of perishable food products for quality concerns raised more than 24 hours after delivery.

6. DELIVERY FAILURES

6.1 If your order is not delivered due to:

• Courier error or loss
• Damage during transit
• Failure to deliver to the correct address (despite accurate information provided by you)

We will provide a full refund or replacement delivery.

6.2 If delivery fails because:

• You provided incorrect delivery information
• No one was available to receive the delivery and no safe place was specified
• Access to the delivery address was not possible

We may charge for redelivery or offer a partial refund at our discretion.

7. CONSUMER RIGHTS

7.1 This policy does not affect your statutory rights under consumer protection law.

7.2 Under the Consumer Rights Act 2015, products must be:

• Of satisfactory quality
• Fit for purpose
• As described

7.3 If products do not meet these standards, you may be entitled to a refund, repair, or replacement.

7.4 For more information about your consumer rights, visit the Citizens Advice website at citizensadvice.org.uk.

8. NO REFUNDS FOR CHANGE OF MIND AFTER CUTOFF

8.1 Due to the nature of fresh produce and the fact that Farmers harvest specifically for your order, we cannot offer refunds for change of mind after the harvest cutoff has passed.

8.2 Please review your order carefully before the cutoff time.

9. DISPUTES

9.1 If you are not satisfied with how we have handled your refund or cancellation request, please contact us at moccus.io@gmail.com and we will work to resolve the issue.

9.2 We aim to handle all disputes fairly and reasonably, investigating each case on its merits.

10. CONTACT US

If you have any questions about this Refund and Cancellation Policy, please contact us at:

Email: moccus.io@gmail.com
Address: Moccus Ltd, 1 Market Place, Castle Cary, BA7 7AH

Company Number: 17151168