How cancellations and refunds work on Frostify

Who handles cancellations

All order cancellation and modification requests must be handled by the bakery that accepted the order.

• Customers must contact the bakery directly for cancellation
• Customers must contact the bakery directly for order changes
• Customers must contact the bakery directly for complaints about the order

Bakery authority

Bakeries may accept or reject cancellation requests based on their preparation stage, custom work already completed, and their own order policy.

• Bakeries may cancel orders when required
• Bakeries may refuse cancellation if production has already started
• Bakeries may offer full, partial, or no refund based on the situation

Refund responsibility

Refunds for bakery-side issues, product issues, delivery issues, or order disputes are handled by the bakery.

• Product quality issues are handled by the bakery
• Wrong item complaints are handled by the bakery
• Delivery or pickup disputes are handled by the bakery

Payment gateway issues

If an online payment fails or a duplicate transaction happens, the refund process is handled through the payment gateway or banking system.

Frostify may help share transaction details, but the actual reversal depends on the payment provider.

Platform liability

Frostify is not liable for disputes between customers and bakeries about product quality, fulfilment, bakery cancellations, or bakery refund decisions.

Contact

For platform-level support, contact: support@frostify.example