Effective Date: 05 March 2026 | Version 1.1
This Policy explains how StoreNova Ltd (“StoreNova”, “we”, “us”) manages quality disputes, refund requests, and payment reversals. As the Merchant of Record (MoR), StoreNova collects all Customer payments into a central account and holds funds securely until delivery is verified and the Inspection Window has elapsed. This ensures strong consumer protection and Vendor accountability. This Policy should be read alongside the Customer Terms, Vendor Terms, and Acceptable Use Policy.
Available Balance: Funds belonging to a Vendor that have passed the Inspection Window and are eligible for payout via Stripe Connect.
Balance of Probabilities: The standard of proof used by StoreNova Admin, meaning a decision is made based on which version of events is "more likely than not" to be true.
Clawback: The recovery of payouts or pending settlement amounts from a Vendor to cover refunds, Stripe dispute fees, or administrative penalties.
Frozen Payout: The temporary suspension of payout transfer while a dispute is under investigation.
Inspection Window: The period during which a Customer may raise a complaint to StoreNova: 6 hours for Patent Defects (visible upon delivery) and 24 hours for Latent Defects (not visible at delivery)
Latent Defect: A non-visible defect not discoverable by a surface-level inspection, identified during preparation or consumption (e.g., internal rot, food- borne bacteria).
Merchant of Record (MoR): StoreNova's role as the entity responsible for processing Customer payments, issuing refunds, and administering financial disputes. StoreNova appears on Customer bank statements.
Patent Defect: A fault or error that is clearly visible or obvious upon a reasonable first inspection (e.g., missing items, broken packaging, visible spoilage).
Payout: The transfer of cleared funds from the StoreNova central account to the Vendor's nominated bank account.
Pending Payout: Funds held by StoreNova during the Inspection Window or during an active mediation that have not yet been cleared for transfer to the Vendor.
Resolution Notice: The final outcome issued by StoreNova Admin following a dispute investigation confirming any refund or payout movement.
Sign-off: The act of the Customer providing a unique delivery code to the Driver, confirming the physical transfer and preliminary visual acceptance of goods.
StoreNova acts as the Merchant of Record for all transactions. Customer funds are collected centrally and held until the order is delivered, Sign- off is provided, and the Inspection Window has expired. This ensures compliance with the Consumer Rights Act 2015 (CRA 2015) and maintains both consumer protection and vendor accountability.
Stripe Connect facilitates the secure movement of funds; however, all refund decisions, payout holds, dispute outcomes and Clawbacks are managed exclusively by StoreNova in its Merchant of Record capacity.
StoreNova handles perishable raw foods and foodstuff, therefore, reporting delays can impact safety investigations. The following reporting windows apply to StoreNova's internal mediation process only and ensure that evidence can be reviewed promptly and fairly:
3.1 Patent Defects: Any defect that is obvious upon reasonable inspection must be reported via the StoreNova Support Centre within 6 hours of the delivery time- stamp. This includes: missing or incorrect items, crushed or leaking packaging, and visible spoilage or bruising.
3.2 Latent Defects: Defects that are not visible at the point of delivery must be reported within 24 hours of delivery. This includes internal rot (e.g., inside a tuber or fruit), chemical taints or off- flavours discovered during cooking, food- borne illness symptoms. Goods must have been stored according to the Vendor's instructions to remain eligible.
These reporting windows apply only to determine the validity of a reported defect and do not limit, reduce or replace any statutory rights the Customer may have under the Consumer Rights Act 2015 regarding faulty, unsafe or misdescribed goods.
By providing the delivery code to the Courier (the "Sign- off"), the Customer acknowledges they have performed a preliminary visual check. Sign- off acts as a waiver for claims regarding "Missing Items" or "Incorrect Quantity" if reported after the 6- hour Patent Defect window. The Sign- off does not waive the Customer's right to report Latent Defects within the 24- hour window.
To initiate a dispute, the Customer must provide:
1. High-resolution photos of the product, packaging, and specific defects.
2. A description of the issue.
3. Batch/Use-By information (where applicable).
Customers must not dispose of the item until the investigation is closed, as the Vendor may request a physical collection for quality audit.
6.1 Once a dispute is raised, StoreNova will immediately freeze the Payout to the Vendor for that specific transaction until the investigation is complete.
6.2 The Vendor will be notified and given 24 hours to provide evidence (e.g., freshness logs, temperature- controlled storage logs, or photos taken during packing).
6.3 StoreNova Admin shall review the evidence on the Balance of Probabilities guided by Consumer Rights Act 2015, food safety obligations, our Acceptable Use Policy, courier GPS logs and Sign- off timestamps and relevant guidance.
7.1 StoreNova Admin shall act as the mediator and arbiter for all platform disputes. By using StoreNova, all Users agree that the StoreNova Admin Decision is final, binding, and non- appealable within the platform. Possible outcomes may include issuing a full or partial refund depending on the severity of the quality or fulfillment failure, or facilitating a redelivery or replacement at the Vendor's expense provided such activity is tracked via the App. Alternatively, StoreNova may deny a dispute if evidence suggests customer mishandling or if the delivery Sign- off renders the claim invalid, and in all instances, customers must not dispose of disputed items until the investigation is closed as Vendors may request the return of items at their own expense for quality control purposes.
7.2 Nothing in this Policy affects the Customer's statutory rights under the Consumer Rights Act 2015, nor does it prevent any User from pursuing independent legal remedies outside the Platform.
8.1. Where upon investigation, the decision is in favour of the Customer, StoreNova shall issue a refund to the Customer's original payment method via Stripe. Refunds processing takes 5- 10 business days.
8.2. Where the decision is in favour of the Vendor, the funds shall be released into the Vendor's Pending Payout balance.
8.3. Once a Resolution Notice is issued and funds are executed (refunded to Customer or released to Vendor), the case shall be closed. No further internal appeal process exists, although users retain statutory rights to pursue external legal remedies independently of the platform.
9.1 StoreNova may deduct ("claw back") the full value of any Customer refund from the Vendor's pending or future payouts.
9.2 Where a Customer files a bank chargeback, the Vendor agrees to completely indemnify StoreNova for the transaction value plus any Stripe dispute and associated losses.
9.3 StoreNova agrees to use its platform data (GPS/Sign- offs) to contest fraudulent chargebacks with the bank. If the bank rules against the platform, the Vendor shall remain liable for the loss.
9.4 Customers who file chargebacks without first using the StoreNova Mediation process will have their accounts permanently suspended.
StoreNova monitors dispute frequency and reserves the right to permanently ban Users who manipulate the payout system, attempts to interfere with Stripe Connect payment processes, submit doctored photos, or repeatedly claim non- delivery despite GPS and Sign- off evidence. Fraud may be reported to enforcement bodies.
StoreNova's internal mediation process is intended to help resolve issues quickly and fairly; however, nothing in this Policy affects your statutory rights. StoreNova does not currently participate in any certified Alternative Dispute Resolution (ADR) scheme and is not obliged to do so. You may choose to seek advice, pursue independent ADR, or take legal action outside the Platform if you are dissatisfied with the outcome of our internal dispute resolution process.
This Policy is reviewed every 12 months, or sooner if regulatory or operational changes require it.
Version Control: Version 1.1 | Date: 05 March 2026