1. Overview
YourBarrio is a local marketplace that helps buyers discover sellers, place orders, and coordinate pickup or merchant-provided delivery where available. YourBarrio facilitates payments and order coordination, while sellers are responsible for their products, services, availability, listing accuracy, and fulfillment, including delivery they choose to offer.
Businesses set their ordinary discretionary return policies. Where available, the policy shown at checkout is recorded with the order; later policy changes do not change that record. Wrong, missing, damaged or materially different items and other fulfillment problems can be reviewed separately by YourBarrio, including when the business does not accept discretionary returns.
Refunds, cancellations, and disputes are reviewed case by case. Eligibility may depend on the seller, product or service type, order status, fulfillment status, seller policies, Stripe records, available evidence, and applicable law.
2. For buyers
Use “Request return or report a problem” on an eligible order, or contact the seller or business and explain the issue. The seller may review the issue and submit a refund or cancellation request through YourBarrio when appropriate. If the seller is unreachable, refuses to engage, the issue cannot reasonably be resolved with the seller, or the issue involves suspected fraud, misrepresentation, the platform, or the payment process, signed-in customers should open a support request through YourBarrio Support and, when available, link the relevant order. If you cannot access your account or do not have an account, contact support@yourbarrio.com for review.
Cancellation eligibility may become more limited after an order has been accepted or prepared, and fulfilled, delivered, or completed orders generally cannot be treated as if fulfillment never occurred. Some items or services may be final sale, non-refundable, perishable, custom, time-sensitive, already performed, or otherwise not eligible for cancellation or refund.
Failed delivery, reported non-delivery, material delays, or other delivery-related fulfillment problems may be considered through the same case-by-case review. They do not create an automatic refund guarantee.
Approved refunds may be full or partial. When possible, refunds are returned to the original payment method. Bank and card processing times vary and are outside YourBarrio's control.
Depending on when and why a refund occurs, a full refund before fulfillment may cancel the remaining order, while a partial refund may leave the order active. A refund after an order has already been fulfilled does not necessarily change the historical fulfillment status.
Customers should generally first contact the seller and escalate unresolved issues to YourBarrio. Card chargebacks and payment disputes should be a last resort after a reasonable opportunity for review, without limiting any statutory or card-network rights.
3. For sellers
Sellers are responsible for accurately describing products and services, keeping availability and pricing current, and fulfilling accepted orders.
Sellers should promptly review customer refund or cancellation issues, submit a refund or cancellation request through the available YourBarrio business tools when they believe marketplace review is appropriate, and cooperate with YourBarrio's review.
Sellers may be responsible for refund costs, chargebacks, dispute costs, reversed payouts, or related losses when an issue relates to their product or service, fulfillment, cancellation, listing accuracy, availability, or misrepresentation.
Where supported by Stripe, marketplace tools, and applicable terms, YourBarrio may pause payouts, reverse transfers, offset future payouts, request evidence, or take other reasonable action to resolve refunds, cancellations, chargebacks, or disputes.
4. How to request a refund or cancellation
Step 1 — Open the order and choose “Request return or report a problem” where available, or contact the seller. Explain the issue and provide relevant details such as your order number, the email used at checkout, the item or service, and any photos, messages, or pickup or delivery details and evidence.
Step 2 — The request is routed. Ordinary returns are reviewed under the purchase policy by the business. Transaction and fulfillment problems are reviewed through YourBarrio Support. Business approval does not issue a payment refund; beta refunds still require YourBarrio financial review.
Step 3 — YourBarrio reviews. YourBarrio reviews the seller's input, order and payment records, fulfillment status, pickup or delivery evidence, communications, listing details, applicable policies, payment-provider requirements, and applicable law.
Step 4 — Decision and processing. YourBarrio may approve or reject the request. If approved, the appropriate full or partial refund is processed through the marketplace payment system.
Escalation. If the seller is unreachable, refuses to engage, the issue cannot reasonably be resolved with the seller, or platform review is otherwise appropriate, signed-in customers should open a support request through YourBarrio Support and, when available, link the relevant order. If you cannot access your account or do not have an account, contact support@yourbarrio.com.
5. Marketplace review
Refund and cancellation requests submitted through the marketplace are reviewed by YourBarrio. YourBarrio may approve or reject a request in good faith based on seller input, order and payment records, fulfillment status, pickup or delivery evidence, communications, listing details, platform and seller policies, Stripe or other payment-provider requirements, and applicable law.
YourBarrio may also initiate or take refund, cancellation, or payment-related action without a seller-submitted request where reasonably necessary to address fraud, duplicate or erroneous payments, platform or payment-processing errors, merchant account suspension, reconciliation issues, legal or payment-provider requirements, or marketplace safety.
Nothing in this policy limits consumer rights that cannot legally be waived.
6. Beta notice
During beta, some orders, refunds, cancellations, and disputes may require manual review.
Support response times and refund handling may be manual while the platform is being tested.