Refund Policy

Last updated: April 23, 2026

Selectido separates the service fee (paying a shopper for their time) from the product cost (paying stores for the things they buy) and the shipping cost (paying carriers to deliver those things to you). Each has its own refund rules. Here's how they all work.

1. Service fee

You pay a per-hour service fee when you confirm a booking. This pays for the shopper's reserved time — whether or not you ultimately buy anything during the session.

Cancel ≥ 24 hours before

Full refund of the service fee to your Selectido wallet. Use it toward a future booking or withdraw it back to your card from Profile → Withdraw.

Cancel < 24 hours before

No refund of the service fee. The shopper has reserved that time and may have turned down other customers in that window.

No specialist matched within 30 min

30-minute match guarantee. If we can't pair you with a Selectido specialist within 30 minutes of confirming your booking (or by 30 minutes before your scheduled start, for advance bookings), the service fee automatically refunds to your wallet in full — no questions asked, no manual request needed. You'll get an email when the auto-refund processes.

Shopper no-show

If the assigned Selectido shopper fails to join the live session within 15 minutes of the scheduled start time, you get a full service-fee refund and priority rebooking at no additional cost.

You don't join on time

If you miss your own scheduled start by more than 15 minutes and the shopper is present, the booking is forfeit and the service fee is not refundable.

2. Product cost

The money your shopper spends at the store, on your behalf, on the items you approved during the live session.

Approved on video → not refundable. If you told your shopper "yes, buy it" during the live session, we consider that your decision to purchase. Selectido will not reimburse the product cost for buyer's remorse.
Damaged in transit → full refund or re-ship. If an item arrives damaged, broken, or clearly mishandled by the carrier, contact us within 14 days of delivery. We will either ship a replacement or refund the full product + shipping cost to your wallet. Keep the original packaging and photos.
Materially different from what was approved → full refund or replacement. If your shopper bought the wrong item (e.g., wrong size, color, or model that you didn't approve), contact us within 14 days. We'll refund or replace.
Counterfeit or used passed off as new → full refund. Our shoppers commit to authentic products from legitimate retailers. Prove otherwise and you get a full refund.

3. Shipping cost

Shipment never arrives or confirmed lost by the carrier → full refund of both product and shipping cost, or re-ship at our expense. Timelines: contact us after the carrier's last tracked update has been 14+ days old.
Customer-caused delivery failure (wrong address you provided, refused delivery, nobody to sign after multiple attempts) → no refund, but we'll help coordinate re-delivery if you cover the return-to-sender and re-ship costs.
Customs / duties / import taxes are your responsibility in your destination country and are not refundable. If your shipment is held at customs because of a declaration dispute, contact us — we'll supply the invoice and help, but we can't force a customs release.

4. Wallet credits

Money you deposited to your Selectido wallet but haven't yet spent is yours. You can withdraw it at any time from Profile → Withdraw; funds return to your original payment method within 3–5 business days. There is no time limit and no fee to withdraw.

5. How to request a refund

Open the order in the Orders tab. Message your shopper first — most issues get resolved in the chat.
If you can't resolve it there, email SelectidoShopping@gmail.com with your order number (e.g. SE-1234) and a description of the problem. Photos help.
Most refund requests are decided within 48 hours. Approved refunds go back to your Selectido wallet; you can then withdraw them.

6. Chargebacks

If you file a chargeback with your card issuer instead of contacting us first, your Selectido account will be temporarily suspended while we investigate. We'd much rather solve the issue with you directly — we're fast, honest, and we want you to come back.

7. Contact

Refund questions, disputes, appeals: SelectidoShopping@gmail.com.

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