Refunds and Complaints

Buying from a vendor

When you reserve and collect through DayDrop, you are buying from the vendor, not from DayDrop. You pay the vendor directly, so refunds for goods come from the vendor.

Under the Consumer Guarantees Act 1993, goods you buy for personal use must be of acceptable quality, match their description and be fit for purpose. If something is wrong:

• 1.

  Contact the vendor first, ideally at pickup or as soon as you notice the problem. Their contact details are on their stall page.

• 2.

  Explain the problem and what you would like (repair is rarely relevant for food, so usually a replacement or refund). Keep the product or a photo, and your reservation details.

• 3.

  If you cannot resolve it with the vendor, tell us through Support in the app or at [email protected]. Include the reservation, what happened and any photos.

What DayDrop can do

DayDrop does not handle payments for goods and cannot issue refunds on a vendor's behalf. We can:

• •

  contact the vendor and ask them to respond;

• •

  share relevant information between you and the vendor so you can resolve it;

• •

  remove misleading listings, and warn, suspend or remove vendors who breach our terms;

• •

  help you report food safety concerns to the right authority.

We aim to reply to complaints within 2 working days.

Food safety concerns

If you think food is unsafe or made you ill:

• •

  Stop eating it and keep any remaining product and packaging if you can.

• •

  Seek medical advice if you are unwell (Healthline 0800 611 116).

• •

  Report it to the Ministry for Primary Industries (MPI) on 0800 00 83 33, or to the vendor's registering council.

• •

  Report it to us in the app. We may pause the vendor's listings while it is looked into.

If you still cannot resolve it

You can take a claim against the vendor to the Disputes Tribunal (claims up to NZ$30,000; see www.disputestribunal.govt.nz) or get advice from Consumer NZ or Citizens Advice Bureau.

Reservations and no-shows

• •

  Buyers: cancel in the app if you cannot collect. Frequent no-shows, items not taken at pickup or last-minute cancellations can lead to a temporary limit on your reservations (Buyer Terms section 3). If you think a no-show was recorded unfairly, contact Support.

• •

  Vendors: if you cancel a reservation, buyers are notified in the app. Repeated cancellations of confirmed reservations may lead to action under the vendor terms.

Complaints about DayDrop

If your complaint is about DayDrop itself (the app, a moderation decision, your account, or privacy), contact Support or [email protected]. For privacy complaints, contact our privacy officer at [email protected]; if you are not satisfied, you can complain to the Office of the Privacy Commissioner.

Vendor subscriptions

Vendors can cancel their DayDrop subscription at any time; access continues to the end of the paid period. Refunds for subscription fees are covered in the Vendor Terms. Nothing here limits rights that cannot be excluded by law.