Campus Connect Refund and Cancellation Policy
Version: 2026-10-05
Support: info@campusdelivery.app, or the Help screen in the app
This policy is part of the Campus Connect Terms of Service. In it, "you" means the Student. Words with capitals, such as Delivery, Order, Pickup, Hold, Tip and Added Tip, have the meanings given in section 1 of the Terms.
This policy covers only what you pay Campus Connect: the Delivery Fee, the Tip and any Added Tip. It never covers your food. You bought the food from the Venue, so the Venue's own rules decide any refund of it, and cancelling a Delivery does not cancel or refund your food order.
1. At a glance
| Stage | Can you cancel? | What you get back | How it reaches you |
|---|---|---|---|
| Before you pay | Yes, from Home | Nothing was charged, so there is nothing to refund | Any checkout you had open stops working |
| Paid, before Pickup | Yes, free, from the delivery screen | The whole Hold: Delivery Fee and Tip, with nothing charged | The Hold is released; your bank clears the pending amount |
| After Pickup, before handoff | No | Delivery Fee and Tip in full, only if we or your Courier caused the problem | A refund to your original payment method, sent by a person |
| After handoff | No | The same rule; an Added Tip is not included | A refund to your original payment method, sent by a person |
| Not delivered | No | Delivery Fee and Tip in full if your Courier failed to deliver | A refund to your original payment method, sent by a person |
| Wrong, missing, damaged or cold food | No | Nothing for food problems, which are the Venue's; Delivery Fee and Tip in full if your Courier caused the damage, marked your Order collected without a bag or drink the Venue's receipt listed, or cold food was caused by an unreasonable Courier delay | The Venue for the food; a person at Campus Connect for the fee |
The sections below give the detail for each stage.
2. Before you pay
A Delivery you started and did not pay for shows on Home with "Cancel delivery" under the button to continue. Your card has not been touched, so there is nothing to refund, and any checkout you had open stops working.
If your payment is going through at the moment you cancel, the app refuses the cancellation and says why. If the payment completes, your Delivery starts and you can cancel it from the delivery screen under section 3. If it does not, we release the Hold and nothing is charged.
Two other things end a Delivery before payment, and neither charges you:
- A declined card. Nothing is charged and your Delivery does not start. You can pay with another card.
- A full night. When we have taken as many Deliveries as we can carry that night, the app tells you before you pay.
3. After you pay, before Pickup
Paying places a Hold on your card for the Delivery Fee and Tip. Your card is not charged until Pickup, when your Courier checks your Order at the Venue's counter or marks it collected.
You can cancel free from the delivery screen at any time before Pickup. This is true whether or not a Courier has accepted your Delivery or started walking. There is no cancellation charge, and we release the whole Hold. If your card had already been charged, we refund the Delivery Fee and Tip in full to your original payment method.
If the Venue will not release your Order to the Courier before Pickup, for any reason, the Courier calls off the Delivery and the app tells you. We release the Hold and you pay nothing for that Delivery.
While your Delivery waits, your card is only held, and you can cancel it free as above. If no Courier has accepted it thirty minutes after your food was due to be ready, we cancel it for you, release the Hold and tell you: you pay nothing for that Delivery. If the app cannot work out when your food will be ready, we do not cancel it for you, and you can cancel it free as above.
The cut-off is Pickup. Once your Courier has checked or collected your Order, the Delivery can no longer be cancelled, and a cancellation already in progress at that moment is refused.
Promo codes. If you cancel a Delivery that used a promo code, the code is released for you to use again.
4. From Pickup on
From Pickup, your card is charged and you cannot cancel. Your Courier has your Order and is carrying it to you.
We refund the Delivery Fee and the Tip, together and in full, when we or your Courier caused the problem. That includes:
- your Courier collected the wrong Order;
- your Courier marked your Order collected although a bag or drink listed on the Venue's receipt was not handed over;
- your Courier lost, spilled or opened your Order, or visibly damaged its packaging, after Pickup;
- your Courier handed your Order to the wrong person, or left it somewhere other than the room door you gave or your Handoff Spot;
- your Courier did not deliver your Order, including leaving without messaging you and waiting at least 3 minutes; or
- your Courier caused an unreasonable delay (section 6 says what that means), or engaged in serious misconduct.
Otherwise, neither the Delivery Fee nor the Tip is refunded, because the delivery service was performed.
A person at Campus Connect decides each case from the Delivery record, your account of it and your Courier's. Neither the Courier nor the Help agent can decide or promise a refund.
A refund returns what your card was actually charged, which a promotion may have made less than the full Delivery Fee.
5. Not delivered
Tell us if your Order did not reach you. We refund the Delivery Fee and Tip in full when your Courier failed to deliver it (section 4).
Left at your door. If you chose "Leave at my door" (Terms, section 7), your Courier leaves your Order outside the room door you gave, without waiting for you, and photographs it there, showing the door and its room number. Once that photo shows your Order at the room door you gave, the Delivery counts as delivered, and the Delivery Fee and Tip are not refunded if your Order goes missing after that. If the photo shows a different door, or your Courier caused the loss, it is treated as a Courier-caused problem under section 4. If your Courier could not get in and handed your Order over at the entrance, the rest of this section applies as usual.
Otherwise, Couriers are required to message you and wait at least 3 minutes before leaving your Order: at the room door you gave if they reached it lawfully (Terms, section 7), and otherwise at your Handoff Spot. If you were not there and did not answer, your Courier may then leave your Order where they waited, photograph it there and finish the Delivery. The app tells you when this happens and shows you the photo. A Delivery finished this way counts as delivered, and the Delivery Fee and Tip are not refunded.
We keep the photo with the Delivery record for 30 days after the Delivery (Privacy Notice, section 6). When you report that an Order did not reach you, a person at Campus Connect retrieves the photo and checks it against your report. If it shows your Order left somewhere else, or your Courier did not message you and wait, it is treated as a Courier-caused problem under section 4.
6. Wrong, missing, damaged or cold food
What your Courier checks at Pickup. Your Courier checks the order reference, the outside of the packaging, and the Venue's receipt against the bags and drinks handed over, drinks included. They do not open packaging to do it. If a bag or drink listed on the receipt was not handed over and your Courier marked your Order collected anyway, that is a Courier-caused problem (section 4).
Problems inside the packaging are the Venue's. Our Couriers carry the Order in the Venue's closed packaging and never open it. If the packaging and order reference were right but the food inside is wrong, missing items, badly made, unsuitable for an allergy, or otherwise not right, that is the Venue's, not ours: ask the Venue or the app you ordered through. We can give you the Delivery record, including the order reference and the pickup and handoff times, to support that request.
Damage caused by your Courier is ours. If your Courier spilled, opened or damaged your Order after Pickup, we refund the Delivery Fee and Tip in full (section 4).
Cold food. We do not promise a delivery time or a food temperature. We refund the Delivery Fee and Tip for cold food only when an unreasonable delay by your Courier caused it. An unreasonable delay means your Courier took much longer between Pickup and the handoff than the walk from the Venue to your Handoff Spot needs, for a reason that was not yours or the Venue's: for example, a stop that was not on the Route. Waiting for the other Orders on the same Route before Pickup is not a delay by your Courier. A person decides from the Delivery's record, which shows when your Order was picked up and handed over.
We do not reimburse the cost of food, in any of these cases. We did not sell you the food, we do not set its price, and our Couriers never open it, so we do not offer food-cost cover. We may make a goodwill payment in an individual case at our discretion. No member of staff or automated assistant can promise one.
This does not limit any right or remedy that the law does not let us limit, including a claim for injury or a food-safety claim. If you have been harmed, tell us, and a person will handle it.
7. Tips and Added Tips
Before Pickup, your Tip is part of the Hold, and cancelling releases it with the Delivery Fee. From Pickup on, the Tip is refunded only together with the Delivery Fee, under section 4.
An Added Tip is a separate payment, charged when you add it. A refund of your Delivery does not include it. A person may refund an Added Tip separately if they decide the circumstances call for it.
8. How a refund or released Hold reaches you
- A released Hold is not a refund. No money left your account, and the pending amount drops off your statement on its own. How quickly depends on your bank; a few days is normal.
- A refund goes to your original payment method. We send it to our payment processor as soon as it is approved. It commonly takes several business days to appear, and your bank or card issuer controls that timing.
- If it does not go through. Occasionally a release or refund is not confirmed at the moment you cancel. Your Delivery is still cancelled, the app says your payment is not settled yet, and a person follows up. You do not need to cancel again. If a pending amount is still on your statement a week after a cancellation, tell us with the Delivery ID.
9. How to ask for a refund
Tell us within 7 days of the Delivery, through the Help screen in the app or at info@campusdelivery.app. Include the Delivery ID (it is on your receipt email), what happened, and any screenshots that help. We aim to respond within 3 business days and will tell you the result in writing.
A report made after 7 days is still considered, on the information then available.
Nothing in this policy limits a right that cannot lawfully be limited.