GrubRoamer · Policies & support
Booking & Cancellation Policy
Understand your booking and get help with changes, cancellations, or payment issues.
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Before confirming
Review the date, location, guest count, menu, service window, access, power, permits, dietary requirements, total price, fees, and payment schedule. Sending a request is not a confirmed booking. Keep your written offer and confirmation. Ask hello@grubroamer.com to clarify any missing cancellation or payment condition before paying.
Charges and payment authorizations
The payment screen and written booking terms must identify the amount being authorized or charged and what it covers. A card authorization can temporarily reduce available funds without being a completed charge. Bank release and refund posting times vary. A statement that payment is held until an event is complete applies only where that payment arrangement is expressly included in your booking; it is not a separate insurance or escrow guarantee.
Cancellation or date changes
Email hello@grubroamer.com as soon as you need to cancel or change an event, and include your booking reference, event date, and requested change. A change is not confirmed until agreed in writing. Refund eligibility depends on the cancellation terms disclosed for your booking, services already provided, and applicable law. This policy does not introduce an undisclosed cancellation penalty or declare every payment non-refundable.
Truck cancellation, no-show, or service problem
Contact us promptly if a truck cancels, does not arrive, or materially fails to provide the agreed service. Send the booking reference and relevant messages or photos, without unnecessary personal information. We will review the booking and work with the parties on an appropriate resolution. Replacement availability is not guaranteed. Do not treat an unresolved complaint as a promise of a particular refund amount.
Weather, access, and safety
Tell us promptly about weather risks, inaccessible venues, permit problems, or unsafe conditions. Customers must provide accurate venue and access information; operators must identify their operating and safety requirements. Rescheduling, cancellation, and cost allocation depend on the agreed booking terms and circumstances. Unsafe conditions do not automatically establish that either party owes a particular fee.
Refunds and disputes
Request a refund or dispute review through hello@grubroamer.com, including the booking reference, reason, amount disputed, and supporting information. We will explain the decision and any next steps. Approved refunds of payments collected by GrubRoamer are coordinated through the relevant payment processor, generally to the original payment method. Payment-specific terms identify who collected each payment and who processes its refund. Nothing here removes your statutory rights or card-issuer dispute rights.
Operator payouts
Where a booking provides for collection by GrubRoamer and payment to the operator after the event, payout conditions and timing must be agreed before the booking. Unresolved service disputes may affect payout under those agreed conditions. This page does not set a commission rate, deposit percentage, cancellation deadline, or payout deadline that was not disclosed for your booking.