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General Refund Policy

Refunds are reviewed based on the service type, order status, booking status, cancellation timing, vendor or provider rules, delivery status, customer actions, and the reason for the refund request.

Refunds may be issued as full refunds, partial refunds, or no refund.

EUX App does not currently offer platform credits as a standard refund method. Approved refunds are normally returned to the original payment method used at checkout.

Refund approval is not automatic unless specifically stated in this policy. EUX App reserves the right to review each refund request and make a final decision based on the details of the case, available evidence, applicable service rules, and applicable law.

Currency and Refund Amounts

All payments and refunds through EUX App are processed in United States Dollars (USD), unless otherwise stated.

If a customer uses a card, bank account, or payment method that involves currency conversion, EUX App is not responsible for currency exchange rate differences, bank conversion fees, foreign transaction fees, or differences between the original charged amount and the amount returned by the customer’s bank, card issuer, or payment provider.

Any bank fees, foreign transaction fees, or currency conversion differences are handled by the customer’s financial institution, not EUX App.

Refund Processing Timeline

Once a refund is approved and processed, it may take several business days for the refund to appear on the customer’s original payment method.

Refunds processed through our payment provider commonly take approximately 5–10 business days to appear in the customer’s account, depending on the customer’s bank or card issuer. EUX App can process an approved refund from our side, but we cannot control how quickly the customer’s bank, card issuer, or payment provider posts the refund.

Vendor Provider Rules

Some vendors, restaurants, hosts, drivers, rental providers, event organizers, and service providers may have their own cancellation or refund rules.

Vendor or provider rules may vary by service type and should be reviewed before payment.

EUX App may override a vendor or provider rule if EUX App determines that the customer did not receive the service as promised because of a confirmed issue caused by the vendor, provider, driver, restaurant, host, organizer, or platform.

Customer Responsibility Before Payment

Customers are responsible for carefully reviewing all order, booking, service, delivery, address, date, time, quantity, item, and payment details before confirming payment.

EUX App is not responsible for customer mistakes after an order or booking is submitted, including ordering the wrong item, selecting the wrong quantity, choosing the wrong date or time, entering the wrong delivery address, selecting the wrong pickup or delivery option, booking the wrong service, failing to read the cancellation or service rules shown before payment, or placing an accidental order or booking after confirmation.

Refunds for customer mistakes are not guaranteed.

Food Orders and Restaurant Purchases

Customers have 5 seconds after placing a food order to cancel automatically.

After the 5-second cancellation window ends, the order may no longer be cancelled automatically. Once the restaurant accepts the order, refunds are generally not available unless the issue was caused by the restaurant, driver, provider, or EUX App.

A customer may be eligible for a full or partial refund if the restaurant cancels the order, the restaurant cannot fulfill the order after accepting payment, the order was not delivered, the wrong order was delivered due to restaurant, driver, or platform error, paid items were missing from the order, the food was unavailable after payment, or there was a confirmed issue caused by the restaurant, driver, or EUX App.

A customer may not be eligible for a refund if the restaurant accepted the order and began processing it, the order was prepared correctly, the order was delivered successfully, the customer ordered the wrong item, the customer selected the wrong quantity or customization, the customer entered the wrong delivery address, the customer was unavailable to receive the order, the customer changed their mind after ordering, the issue was reported too late to verify, or the customer failed to provide requested proof or information.

If only one item or part of an order is missing or incorrect, EUX App may refund only the missing or incorrect item. Delivery fees, service fees, and platform fees will not usually be refunded unless the full delivery failed or the issue was caused by the restaurant, driver, or EUX App.

Delivery Issues

For delivery-related issues, EUX App may review delivery status, restaurant confirmation, delivery proof, customer communication, order timeline, photos, location information, and platform records.

A customer may be eligible for a refund if the order was not delivered, the order was delivered to the wrong location due to driver or platform error, the order was damaged or mishandled during delivery, the customer paid for delivery but delivery was not completed, or the delivery issue was caused by the restaurant, driver, or EUX App.

A customer may not be eligible for a refund if the customer provided an incorrect address, the customer was unavailable or unreachable, the customer failed to collect the order after reasonable delivery attempts, delivery was completed and there is not enough evidence of an issue, or the refund claim cannot be reasonably verified.

Roll Transportation, Driver Services, and Vehicle Rentals

Roll services may include transportation, driver services, vehicle rentals, delivery logistics, and other mobility-related services offered through EUX App.

A customer may be eligible for a full refund if the driver does not show up, the confirmed vehicle is unavailable, the provider cancels the service, the service cannot be completed due to provider fault, the vehicle has a mechanical failure before or during the service, the vehicle is unsafe or not reasonably usable, the customer is charged incorrectly, or EUX App confirms that the service paid for was not provided.

If a Roll driver, vehicle, or transportation provider fails to provide the confirmed service, the customer should not be charged for a service that was not delivered.

EUX App or the provider may attempt to offer a replacement driver, vehicle, or transportation option. If a suitable replacement is not available within a reasonable time, the customer may receive a full refund.

A customer may not be eligible for a refund if the customer does not show up, the customer cancels after the allowed cancellation period, the customer provides the wrong pickup or drop-off information, the customer is unreachable at the scheduled time, the customer refuses a reasonable replacement option without a valid reason, the customer violates service, safety, vehicle, or provider rules, the customer causes damage, delay, loss, or additional costs, or the service was completed as agreed.

Stays, Accommodations, and Property Bookings

Refunds for stays, accommodations, hotels, apartments, short-term rentals, and similar bookings depend on the cancellation policy shown before booking, the timing of the cancellation, the host or property rules, and whether the property was provided as described.

The applicable cancellation rule should be shown to the customer before payment.
A customer may be eligible for a full or partial refund if the host or property provider cancels the booking, the property is unavailable at check-in, the property is materially different from what was listed, the property is unsafe or not reasonably usable, the customer is unable to check in due to host or platform error, required booking terms were not honored by the host, or EUX App confirms that the booked stay or accommodation was not provided as promised.

A customer may not be eligible for a refund if the customer cancels after the allowed cancellation period, the customer does not show up, the customer leaves early without a verified issue, the customer violates property rules, the customer is removed due to misconduct, damage, illegal activity, unsafe behavior, or rule violations, or the property was provided as described and the service was available.

A room, stay, or accommodation that is reserved for a customer may not be available for another customer. For that reason, no-shows and late cancellations are generally non-refundable unless EUX App determines that the issue was caused by the host, provider, platform, incorrect platform information, or verified force majeure.

Damage and Security Deposits

Damage or security deposits, where applicable, are separate from normal booking payments and are handled separately from standard refund requests.

A deposit may be held, reduced, or not refunded if there is evidence of property damage, vehicle damage, missing items, excessive cleaning, late return, rule violations, smoking or unauthorized activity, unpaid charges, fines or penalties caused by the customer, or additional costs caused by the customer’s actions.

A host, rental provider, or vehicle provider may request that all or part of a damage or security deposit be withheld, but supporting evidence may be required.

The customer may be given the opportunity to respond or explain the situation. EUX App may review the evidence and decide whether the deposit should be released, partially withheld, or fully withheld.

If no damage, loss, violation, or unpaid charge is found, the deposit should be released or refunded according to the applicable policy and payment processing timeline.

Events, Activities, Tickets, and Experiences

Event tickets, activity bookings, and experience reservations are generally non-refundable unless the event, activity, or experience is cancelled by the organizer, provider, vendor, or EUX App.

A customer may be eligible for a full or partial refund if the event is cancelled, the activity provider cancels, the event or activity cannot be provided as described, the customer was charged incorrectly, or the customer was denied access due to provider, organizer, or platform error.

A customer may not be eligible for a refund if the customer does not attend, the customer arrives late, the customer is denied entry due to their own actions, the ticket or booking was marked as non-refundable, the event took place as scheduled, or the customer changes their mind after purchase.

If an event is postponed or the date is changed, EUX App or the organizer may offer the customer the option to attend the new date or request a refund, depending on the event details and applicable rules.

Go Monies, Government, Utility, Top-Up, Administrative, and Pass-Through Payments

Certain payments may be non-refundable once submitted, processed, transmitted, or accepted by a third party.

These may include Go Monies, government-related payments, utility payments, top-ups, permit payments, administrative payments, bill payments, third-party pass-through payments, and fees paid directly or indirectly to outside service providers.

Refunds for these payments may not be available unless there was a duplicate charge, technical payment error, or confirmed processing mistake caused by EUX App.

If the payment has already been submitted to the government, utility company, third party, or receiving organization, EUX App may not be able to reverse or refund the payment.

Customer-Initiated Cancellations

Customer cancellation eligibility depends on the service type and the cancellation rules shown before payment.

Refunds may be limited or denied if the customer cancels after the 5-second automatic food cancellation window, after a restaurant accepts the food order, after a driver or provider has been dispatched, after the rental period begins, after the stay cancellation deadline, after an event ticket becomes non-refundable, after a provider has prepared for or started the service, or after the service has been completed.

If a customer cancels within the allowed cancellation period, they may receive a full or partial refund depending on the service type and applicable rule.

No-Shows

Customer no-shows are generally non-refundable.

This includes food orders already prepared, drivers or transportation providers who arrived as scheduled, stays or rooms reserved for the customer, vehicle services reserved for the customer, events or activities the customer did not attend, and appointments or services the customer failed to appear for.

Customers may submit a reason for review. EUX App may investigate the case and approve a refund only if the no-show was caused by EUX App, the vendor, restaurant, driver, host, provider, incorrect platform information, verified force majeure, or another issue outside the customer’s reasonable control.

Force Majeure and Island-Specific Conditions

EUX App operates in an island environment where service interruptions may happen due to circumstances outside the reasonable control of EUX App, customers, vendors, restaurants, drivers, hosts, rental providers, event organizers, or service providers.

These circumstances may include hurricanes, tropical storms, severe weather, port closures, airport disruptions, ferry disruptions, road closures, power outages, internet or network outages, government restrictions, emergency orders, public safety issues, natural disasters, supplier shortages, and island-wide operational disruptions.

When a service cannot be completed because of these circumstances, EUX App may offer a full refund, partial refund, rescheduling, alternative service option, or case-by-case resolution.

The exact remedy depends on the service type, timing, amount already used or fulfilled, customer impact, and whether a reasonable alternative is available.

Platform Fees, Service Fees, Delivery Fees, Processing Fees, and Tips

Platform fees, service fees, delivery fees, and processing fees may be non-refundable unless the issue was caused by EUX App, the vendor, restaurant, driver, host, rental provider, transportation provider, event organizer, or service provider.

If the customer caused the cancellation, no-show, mistake, or failed service attempt, these fees may not be refunded.

If EUX App, a vendor, restaurant, host, driver, rental provider, transportation provider, event organizer, or service provider caused the issue, EUX App may refund some or all applicable fees.

Delivery fees are generally refunded only if the delivery failed or the full order failed due to restaurant, driver, or platform fault. If only one item is missing or incorrect, EUX App may refund only the affected item.

Tips may be refundable only if the related service was not completed or if there was a confirmed issue involving the driver, vendor, restaurant, or service provider. If the service was completed successfully, tips are normally non-refundable.

Processing fees and payment-related costs may be handled based on who caused the refund issue.

Refund Request Time Limits

Customers should submit refund requests as soon as possible.

Unless a different timeline is shown for a specific service, the following general request windows may apply: food and delivery orders should usually be reported within 24 hours of delivery or cancellation; missing or incorrect food items should usually be reported within 24 hours of delivery; Roll transportation issues should be reported as soon as possible, preferably within 24 hours; vehicle service issues should be reported during the service or within 24 hours after the issue; stays and accommodations should be reported during the stay or within 24 hours after check-in for major issues; events and activities should usually be reported before the event starts, unless the issue occurred during the event; duplicate charges or payment errors should usually be reported within 7 days of the transaction; and Go Monies, government, utility, top-up, or pass-through payment errors should be reported as soon as possible after the issue is noticed.

Late refund requests may still be reviewed, but approval is not guaranteed.

Refund Review Process

To review a refund request, EUX App may check order details, booking details, payment status, confirmation details, delivery proof, location or GPS information, customer messages, photos or videos, cancellation timing, service status, booking terms, platform records, and any supporting documents or evidence.

EUX App may request additional proof before approving a refund. Failure to provide requested information may result in denial of the refund request.

Chargebacks and Payment Disputes

Customers are encouraged to contact EUX App support before filing a bank dispute or chargeback.

If a customer files a dispute through their bank or card issuer, the dispute may be handled by the payment processor and the customer’s financial institution. EUX App may submit relevant evidence, including order records, booking records, delivery proof, confirmations, customer messages, refund history, and platform activity.

Filing a chargeback does not guarantee a refund. The final decision may be made by the customer’s bank, card issuer, payment processor, or payment network.

Accounts with repeated chargebacks, false claims, or payment abuse may be restricted, suspended, or removed from EUX App.

Refund Abuse and Repeated Claims

EUX App reserves the right to deny refund requests, restrict accounts, suspend accounts, or remove users from the platform if there is a pattern of repeated refund requests, false claims, unverifiable complaints, chargeback abuse, fraudulent activity, repeated claims of missing items or failed delivery without sufficient proof, attempts to receive services without payment, misuse of the refund process, or misuse of payment methods.

EUX App may also limit payment methods, require additional verification, or block future orders, bookings, or services when abuse is suspected.

EUX App Responsibility

If a refund issue is caused by EUX App, including a confirmed technical error, payment issue, order-routing issue, incorrect platform information, or platform-side failure, EUX App may be responsible for the applicable refund or fee adjustment.

EUX App will review each case based on the facts, available records, and impact on the customer.

Final Decision

EUX App reserves the right to make the final decision on refund requests, cancellations, no-shows, fee refunds, deposit releases, and dispute handling, unless applicable law or payment network rules require otherwise.

EUX App may approve exceptions on a case-by-case basis. An exception in one case does not guarantee the same outcome in future cases.

Contacting Support

To request a refund, customers should contact EUX App support through the app or other official support channels and provide the order or booking number, reason for the refund request, date and time of the issue, photos, screenshots, or supporting proof if applicable, and any relevant communication related to the issue.

EUX App will review the request and determine the appropriate outcome based on this Refund Policy, the service type, the applicable rules, and the facts of the case.