grubsy · 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. Refunds of the catering total depend on how far ahead of the event you cancel: more than 30 days before, you get the full catering total back; 8 to 30 days before, you get half back and the other half is paid to the truck, which has held the date; 7 days or less before, nothing is refunded and the truck is paid, because it can no longer rebook the date. The $25 request fee is not refunded once you book, since it covers finding and booking your truck. The days are counted to the event date in Eastern Time, from when we receive your cancellation email.
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. If a truck cancels, we will try to book you a replacement; if we can't, or you'd rather not, you get the full catering total and the $25 request fee back. For a service problem, send the booking reference and relevant messages or photos, without unnecessary personal information, and we will review the booking with both parties before the truck is paid.
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 grubsy 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 grubsy 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. The operator booking fee is set out in the Terms of Service and is charged to the operator's saved payment method when the booking is made, not taken from the payout. When a customer cancels, the operator is paid the share of the catering total set out above.