Cancellation, Refunds & Claims

A full or partial refund may be available when Anaheim Express cannot provide a paid service, when an eligible order is cancelled before work begins, or when a verified duplicate or incorrect charge occurs.

Approval and amount depend on the facts, the applicable service terms, and any rights available under law.

Request cancellation as soon as possible. Eligibility for a delivery-fee refund depends on whether driver dispatch or pickup activity has begun, work performed, non-recoverable costs, and the terms applicable to the order. Changing a draft or removing a row before checkout does not cancel an order already submitted.

A delay does not automatically create a right to a full refund. Where a specific express guarantee applies and a delay was caused by our operational error, we may refund or credit the related surcharge or provide another reasonable remedy.

Memberships are billed in advance and may renew automatically until auto-renewal is turned off. Cancelling renewal normally prevents the next charge while benefits continue to the end of the current paid period.

Partial-month refunds are not normally provided unless a charge was unauthorized, duplicated, incorrectly processed, or must be refunded under applicable law.

An order booked through an authorized billing code may be payable through weekly invoicing instead of a card charge at checkout. A refund request for an unpaid invoice is reviewed as a request to adjust the amount owed; it does not create a cash refund for an amount that was not paid. Contact support about corrections to issued or paid invoices.

For a disputed batch or invoice, identify the affected orders and explain the issue. Payment arrangements and due dates remain those agreed for the business or stated on the applicable invoice; contact support if you need to discuss them.

Contact us promptly if you believe a charge is incorrect. Provide the order or transaction identifier, charge date, amount, and a short explanation. Do not send a full payment card number by email or through a support form.

If we cancel an order because we cannot provide the booked service, we may issue a refund, credit, or reperform the service. A refund may not be available when failure results from inaccurate details, unsafe or prohibited goods, recipient unavailability, access restrictions, weather, traffic, or another event outside our reasonable control.

A package-protection claim is different from a delivery-fee refund. Claims are reviewed against proof of value, packaging, shipment eligibility, exclusions, and the protection limit that applied when the order or membership was purchased.

Report loss or damage as soon as possible and retain packaging, photographs, and proof of value where available. Any claim conditions or reporting period expressly agreed for the shipment remain applicable, subject to rights that cannot be excluded by law.

Contact support@anaheimexpress.ca or use the store portal contact page. Include the order or batch identifier, transaction or invoice identifier where relevant, the reason for the request, and supporting photographs or receipts. For a batch, identify the individual orders involved.

We may request additional information before making a decision. Starting a card dispute may pause our internal review while the payment provider investigates the same transaction.

We aim to review complete requests promptly, but complex delivery claims may take longer. Approved card refunds are returned to the original payment method where possible; posting times depend on the payment provider and card issuer. Approved invoice adjustments may be handled through an invoice correction or credit, as appropriate.

Subject to applicable law, refunds may be reduced or denied for:

• Services already performed or costs already incurred.
• Incorrect addresses, package details, or customer instructions.
• Prohibited, unsafe, inadequately packaged, or misrepresented goods.
• Delays or failures outside our reasonable control.
• Membership periods already used, except where law or a verified billing error requires otherwise.

Refund and billing questions can be sent to support@anaheimexpress.ca or submitted through our contact page. This policy applies to merchant accounts and does not limit rights that cannot be excluded under applicable law.