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We understand that sometimes things don’t go as planned. This page explains your options if you need to cancel an order or request a refund.

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Cancelling an Order

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Before Checkout

If you haven’t confirmed payment yet, you can remove your entire cart at any time by tapping the trash icon on the cart screen. This deletes your order without any charge.

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After Checkout — While Still Preparing

Once you’ve paid, your order is sent immediately to the vendor. You can still cancel it yourself, right from the Order Tracking screen, for longer than you might expect — self-cancel stays available until the order is marked “Ready for pickup,” not just until the vendor first accepts it. Tap Cancel order, confirm in the dialog (“The restaurant hasn’t started preparing your order yet, so it can still be cancelled. This can’t be undone.”), and it’s cancelled immediately — no need to call anyone or wait on support.
The self-cancel button disappears as soon as a driver is assigned to your order, even if it’s otherwise still early — once a courier is en route, cancelling would strand them mid-trip.

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After It’s Marked Ready for Pickup

Once your order reaches “Ready for pickup” (or a driver has already been assigned), the in-app Cancel button is replaced with a dialog explaining the kitchen has already started, with a Call restaurant button that dials the vendor directly. Cancelling at this stage is between you and the vendor — Local Pass can’t do it for you from the app.
Cancellations at this stage may result in a partial refund or no refund, depending on how far along the order is. See the refund policy below.

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If the Vendor Cancels

If a vendor cancels your order for any reason (e.g. item unavailability, closing early, capacity issues), you will receive a full refund automatically. No action is needed on your part.

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If the Driver Cancels

In rare cases, a driver may cancel after accepting a delivery. If this happens, Local Pass will attempt to reassign a driver. If no driver can be found, your order will be cancelled and you’ll receive a full refund.

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Refund Policy

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Full Refunds

You are entitled to a full refund in the following situations:
  • The vendor cancels your order
  • Local Pass cancels your order due to a platform issue
  • Your payment was charged but no order was created (technical error)
  • Your order was never picked up or delivered and the issue was not caused by you (e.g. driver no-show, vendor closed)

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Partial Refunds

A partial refund may be issued if:
  • An item in your order was missing or substituted without your consent
  • Your order was significantly delayed beyond the estimated time and you were not notified
  • The delivered items were materially different from what was described

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No Refund

Refunds will generally not be issued for:
  • Change of mind after the vendor has accepted and begun preparing your order
  • Delivery delays caused by factors outside Local Pass’s control (traffic, weather, high order volume)
  • Issues with delivery instructions that were incorrect or unclear
  • Orders where the customer was unavailable at delivery

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How to Request a Refund

If you believe you’re entitled to a refund, here’s how to request one:
  1. Open the Orders section of the app
  2. Tap the order in question
  3. Tap Support to open a chat pre-loaded with that order’s context
  4. Describe the problem clearly — include photos if the issue involves item quality or missing items
Our support team reviews every request. Most refund decisions are made within 1–3 business days.
The more detail you provide — including photos of the issue — the faster we can resolve your request.

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How Long Do Refunds Take?

Once a refund is approved: Refunds are processed by Stripe and returned to the original payment method. Local Pass does not control how quickly your bank processes the return.

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Pre-Authorization Releases

If your order was pre-authorized (held but not captured) and then cancelled before the charge was finalized, the hold will be released automatically. This typically takes 1–5 business days depending on your bank. This is not a refund — no money was taken. The pending charge will simply disappear from your statement.
Pre-authorization is the default for restaurant orders (delivery or pickup) and Express Food Marketplace delivery. Standard Food Marketplace orders and Shipping are charged immediately instead — see Local Coins for the full timing table. If you see a pending charge that hasn’t resolved after 5 business days, contact your bank directly.

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Dispute Resolution

If you believe a charge is incorrect and you have not been able to resolve it through in-app support, you can:
  1. Contact us directly at support@imlocal.ca
  2. Reference your order number and describe the issue
  3. Our team will investigate and respond within 2 business days
We ask that you contact us before disputing a charge with your bank. Chargebacks create significant friction for small vendors on the platform who may not be at fault. We are committed to making things right and appreciate the opportunity to resolve issues directly.

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Cancelling Your Cart (Before Checkout)

If you’ve added items to your cart but decided not to order, you can delete the entire cart:
  1. Tap the trash icon in the top right of the cart screen
  2. Confirm the deletion
Your cart will be cleared and you’ll be returned to the home screen. No charge is ever made until you complete the payment step.