Refund and Cancellation Policy

01Your Rights at a Glance

02Customer Cancellations

The timing of your cancellation determines what you receive. Once your order progresses past certain stages, it cannot be cancelled because real resources have been committed — a vendor has begun preparing your items and a driver may already be on the way.

1.1 Stage 1 — Before the Vendor Accepts (within approximately 3 minutes of placing your order)

You can cancel freely at this stage. No one has started working on your order yet.

• Refund: Full reversal to your original payment method.
• Cancellation fee: None.
• Processing time:Immediate on Bringmi's side. Your bank or card provider may take 3–5 business days to reflect the reversal.
• How to cancel: Tap the order in your app and select "Cancel Order."

1.2 Stage 2 — After Vendor Accepts, Before They Start Preparing

The vendor has acknowledged your order but hasn't started making it yet. You can still cancel, but fees apply because the vendor has reserved time and resources.

• Refund: Your order's item value is returned as Bringmi account credit.
• Cancellation fee: $1.99 deducted from your credit.
• Platform and delivery fees: Non-refundable. These fees compensate Bringmi for processing and coordinating your order.
• How to cancel: Tap the order in your app and select "Cancel Order."

1.3 Stage 3 — After the Vendor Starts Preparing

Once your vendor marks your order as "Preparing," cancellation is no longer available. The vendor has invested time and materials into your specific order. Your app will show "Preparing" status and the cancel button will no longer appear.

• Refund: None on item value.
• Goodwill credit: None — your order will be delivered.
• What to do instead: Wait for delivery. If there is an issue with the order once it arrives, use the dispute process in Issues After Delivery.

1.4 Stage 4 — After Driver Is Dispatched

A driver is already on their way to pick up or has already picked up your order. Cancellation is not available. The order will be delivered.

• Refund: None.
• Exception — platform error:If your order was affected by a verified Bringmi platform error (app crash, payment error on Bringmi's side, incorrect order displayed), a full refund will be issued and all parties compensated from Bringmi's own funds.

1.5 Special Case — Order Stuck in "Preparing" Too Long

If your order has been in "Preparing" status for more than 30 minutes beyond the vendor's confirmed preparation time estimate, you can file a delay dispute through the app's order support section. This is not a self-serve cancellation — a support team member will investigate, contact the vendor, and resolve the situation. If the vendor cannot complete the order, you will receive a full refund to your original payment method.

03Vendor Cancellations

Occasionally, a vendor may need to cancel an order they have already accepted. This should be rare. When it happens, you are always protected.

2.1 What You Receive When a Vendor Cancels

• Full refund: Reversed to your original payment method — not credit. Because the vendor caused the failure, you get your money back completely.
• Goodwill credit: $2.00 Bringmi credit added to your account automatically for the inconvenience.
• Platform and delivery fees: Fully refunded.

2.2 Permitted Vendor Cancellation Reasons

Vendors may only cancel for legitimate operational reasons including: item became unavailable after order was accepted; emergency store closure; order requirements cannot be safely met; or suspected fraudulent order. Pricing errors, inconvenience, or capacity issues are not permitted reasons — vendors are held accountable for these through our vendor quality framework.

04Driver Order Abandonment

In rare cases, a driver may be unable to complete a delivery after accepting it. Bringmi handles this automatically.

3.1 Reassignment (Most Common Outcome)

If a driver cannot complete your delivery, Bringmi immediately reassigns your order to the nearest available driver. If reassignment happens within 15 minutes, your order continues with an updated estimated time. You are notified automatically.

3.2 If Reassignment Is Not Possible

If no driver is available within 20 minutes, Bringmi cancels the order on your behalf.

• Refund: Full reversal to your original payment method.
• Goodwill credit: $3.00 Bringmi credit added to your account automatically.
• Vendor impact: The vendor is compensated by Bringmi for the prepared order and is not penalized.

05Issues After Delivery (Returns and Refunds)

Bringmi is a delivery platform, not a retailer. We do not operate a returns logistics service — there are no return pickups or return tracking. If you have an issue with an order after delivery, we resolve it financially based on which of the following categories applies.

4.1 Category A — Vendor Error (wrong item, missing item, item not as described)

If you received something different from what you ordered, something is missing, or the item does not match its description on the app, this is a vendor error.

• Resolution options: Full refund as Bringmi account credit, or replacement delivery (if vendor has stock and agrees).
• Filing window: Within 2 hours of delivery confirmation.
• Evidence required: Photo of what you received, required for claims above $30.
• Bringmi's commission: Retained by Bringmi — commission was earned for facilitating the transaction.
• Physical return:Not required unless the vendor specifically requests it. If a return is requested, you drop the item at the vendor's store — Bringmi does not arrange return pickup.

4.2 Category B — Delivery Damage (item damaged during transit by driver)

If your item arrived damaged and the damage was caused during delivery — not a pre-existing manufacturing defect — Bringmi covers this.

• Resolution: Full refund to your original payment method.
• Filing window: Within 2 hours of delivery confirmation. For large items, within 4 hours.
• Evidence required: Photo of the damaged item, required for all claims.
• Vendor impact: The vendor receives their full payment — Bringmi absorbs the delivery damage cost.

4.3 Category C — Change of Mind

If you received exactly what you ordered in the condition it was described but you no longer want it, no refund is available and Bringmi does not facilitate a return.

If you wish to return an item to a vendor directly, that is entirely between you and the vendor. Bringmi will not process any financial transaction in connection with a change-of-mind return. The vendor's own return policy applies.

4.4 Defective Items (Manufacturing Defect)

If an item is demonstrably faulty due to a manufacturing defect — not delivery damage, and not wrong item — file a dispute within 4 hours of delivery with photo evidence. Bringmi will mediate with the vendor. If the vendor resolves the issue directly, great. If the vendor refuses, Bringmi will issue a 50% credit to you and recover 50% from the vendor.

4.5 Non-Returnable Items

The following items cannot be returned under any circumstances. Category A dispute rights (wrong item, missing item, not as described) still apply to these categories.

• Perishable food items (grocery, convenience store food, baked goods, prepared meals)
• Fresh flowers and floral arrangements
• Items marked as Final Sale by the vendor
• Customized, personalized, or made-to-order items
• Intimate apparel and swimwear
• Unsealed health, beauty, or personal care products
• Alcohol and tobacco products
• Any item with a broken tamper seal

06Late Deliveries

5.1 Standard Delivery — More Than 15 Minutes Late

If your order is delivered more than 15 minutes after the estimated delivery window shown at checkout, a $2.00 Bringmi account credit is automatically added to your account. You do not need to file a claim — this happens automatically.

5.2 Express Delivery — Guarantee Missed

Express delivery orders that are not delivered within the express window receive an automatic $3.00 Bringmi account credit. No claim required.

5.3 Significant Delays — More Than 45 Minutes Late

For delays beyond 45 minutes past the estimated window, contact Bringmi support through the app. Support will investigate and may issue additional compensation at their discretion based on the specific circumstances.

07Bringmi Account Credit

Bringmi account credits are applied to your account automatically and can be used on any future Bringmi order. Credits are non-transferable, have no cash value, cannot be withdrawn, and do not expire.

• Minimum order: Credits can be applied to any order. If your credit exceeds your order value, the remaining credit stays in your account.
• Payment method refunds vs. credits: Where this policy specifies a refund to your payment method, that means a full reversal to the card or payment method you used. Where it specifies a credit, that means Bringmi account credit — not a card reversal.

08Abuse Prevention

Bringmi's refund and dispute system is designed to protect genuine customers. Abuse of the system — including filing false claims, misrepresenting received items, or exploiting filing windows — is a violation of Bringmi's Terms of Service.

• More than 2 refund claims in 30 days will flag your account for review.
• More than 3 refund claims in 90 days may result in account suspension.
• Non-delivery claims where delivery photo GPS precisely matches your address will be automatically rejected.
• Confirmed abuse results in permanent account deactivation.

09How to File a Claim or Dispute

1. Open your Bringmi app and go to your order history.
2. Select the order you want to dispute.
3. Tap "Report an Issue" and select the issue category from the list provided.
4. Upload a photo (required for item-related claims above $30).
5. Add a brief description — 300 characters maximum. Be specific about what went wrong.
6. Submit — you will receive an estimated resolution timeline immediately.

Filing windows: Most claims must be filed within 2 hours of delivery confirmation. Large item damage claims have a 4-hour window. Late delivery credits are automatic — no filing required.

10Questions and Contact

For questions about this policy or to escalate a dispute, contact Bringmi support through the app's Help section, or email support@bringmi.com. Our support team typically responds within 24 hours.

Bringmi reserves the right to update this policy with notice to users through the app and platform. Continued use of Bringmi following notice of a policy update constitutes acceptance of the revised policy. This policy is governed by the laws of the Commonwealth of Massachusetts.