Refund and Cancellation Policy

Effective Date: February 9, 2026
Last Updated: February 9, 2026

Our Commitment: Lake Martin Delivery is committed to your satisfaction. This policy explains how cancellations and refunds work for our subscription services and individual orders.

1. Subscription Cancellation

1.1 How to Cancel Your Subscription

You can cancel your subscription at any time through:

Member Portal: Log in to your account and visit the “My Plan” section
Email: Contact us at [email protected]
Phone: Call us at (334) 854-0044

1.2 When Cancellation Takes Effect

Cancellations are processed immediately upon request
You will retain access to your subscription benefits until the end of your current billing period
No further charges will be made after your current period ends
You will not receive a prorated refund for the remaining days in your billing cycle

Example: If you subscribe on January 1st and cancel on January 15th, you will continue to have access to your subscription benefits through January 31st, and you will not be charged on February 1st.

2. Subscription Refunds

2.1 Monthly Subscription Fees

Important: Monthly subscription fees are generally non-refundable once the billing period has begun.

Exceptions: We may issue refunds for monthly fees in the following circumstances:

Billing Errors: If you were charged incorrectly due to a system error
Service Outages: If our service was unavailable for an extended period
Duplicate Charges: If you were charged twice for the same billing period
Unauthorized Charges: If charges were made without your authorization

2.2 First-Time Subscribers

We offer a satisfaction guarantee for first-time subscribers:

If you’re not satisfied within your first 7 days, contact us for a full refund
This guarantee applies only to your first month of service
You must cancel within 7 days of your initial subscription date
Refunds are processed to your original payment method within 5-10 business days

2.3 Service Fee Refunds

Service Fees Per Delivery: A service fee is charged on each order based on your order size. Service fees are separate from your monthly subscription fee and cover personal shopping, quality checking, packing, delivery, and white-glove service.

Service Fee Structure:

Order Size	Service Fee Per Order	Refund Eligibility
$0.00 – $50.00	$2.00	Refundable if canceled 2+ hours before delivery
$50.01 – $150.00	$3.00	Refundable if canceled 2+ hours before delivery
$150.01 and above	$5.50	Refundable if canceled 2+ hours before delivery

Service Fee Refund Policy:

Service fees are non-refundable once your order has been delivered successfully
Service fees are refundable if you cancel your order more than 2 hours before scheduled delivery
Service fees are refundable if Lake Martin Delivery cancels due to weather or circumstances beyond your control
Service fees are calculated on your order subtotal (groceries only), not including tips
Service fees are charged per delivery, not monthly
All subscription plans (Starter, Standard, Premium, and Concierge) are subject to the same tiered service fee structure

3. Order Cancellations

3.1 Cancellation Cutoff Times

Cancellation Time	Refund Status	Service Fee
More than 2 hours before delivery	Full refund of product charges	Full refund
Less than 2 hours before delivery	No refund (shopping may have started)	No refund
After delivery begins	No refund	No refund

3.2 How to Cancel an Order

To cancel an order before the 2-hour cutoff:

Call us immediately at (334) 854-0044
Or email [email protected] with your order number
We will confirm the cancellation and process any applicable refund

Important: Once shopping has begun, we cannot cancel or modify your order. This typically occurs 1-2 hours before your scheduled delivery time.

4. Product Refunds and Returns

4.1 Damaged or Defective Products

If you receive damaged, defective, or incorrect products:

Report within 24 hours: Contact us immediately at (334) 854-0044
Provide photos: Photos help us process your claim quickly
Keep the product: Do not discard the item until we’ve reviewed your claim

We will:

Issue a full refund for the affected items
Or arrange for a replacement delivery at no additional charge
Process refunds within 3-5 business days

4.2 Product Quality Issues

For perishable items (produce, meat, dairy):

Report quality issues within 24 hours of delivery
We may request photos to assess the issue
We will refund or replace items that don’t meet quality standards

4.3 Missing Items

If items are missing from your order:

Check your order receipt and all bags/boxes thoroughly
Contact us within 24 hours at (334) 854-0044
We will refund the cost of missing items or deliver them on your next order

5. Refund Processing

5.1 Timeline

Approved refunds: Processed within 3-5 business days
Credit card refunds: May take 5-10 business days to appear on your statement
Stripe processing: Subject to Stripe’s processing timeframes

5.2 Refund Method

All refunds are issued to your original payment method
We cannot issue refunds to a different card or payment method
Cash refunds are not available

6. Special Circumstances

6.1 Weather-Related Cancellations

If we cancel your delivery due to severe weather or unsafe conditions:

We will notify you as soon as possible
We will reschedule your delivery to the next available time
You will not be charged a service fee for the rescheduled delivery
You can request a full refund if rescheduling doesn’t work for you

6.2 Disputes and Chargebacks

Important: Please contact us first before initiating a chargeback with your bank. We want to resolve any issues fairly and quickly.

If you dispute a charge with your bank:

We will provide documentation to your bank regarding the charge
Your account may be suspended pending resolution
Repeated chargebacks may result in account termination

7. How to Request a Refund

7.1 Contact Methods

To request a refund:

Phone: Call (334) 854-0044 (fastest method)
Email: Send details to [email protected]
Member Portal: Submit a support request through your account

7.2 Information to Provide

When requesting a refund, please provide:

Your name and account email
Order number or subscription details
Reason for refund request
Photos (if applicable for damaged or incorrect items)
Preferred resolution (refund, replacement, credit)

7.3 Response Time

Phone requests: Immediate response during business hours
Email requests: Response within 24 hours
Refund processing: 3-5 business days after approval

8. Contact Information

Need Help with a Refund or Cancellation?

Our customer support team is here to help:

Lake Martin Delivery

Phone: (334) 854-0044

Email: <a href=”/cdn-cgi/l/email-protection” cl