Cancellations and refunds

Last updated: 16 October 2026

PalopGO is a trading name of Bridge Digital Solution LTD (company number 17320165). Contact: bridge@bridge-digital-solution.com.

Before the store accepts your order

You can cancel free of charge. For card payments, the amount reserved on your card is released; nothing is charged.

If the store declines your order, or does not accept it in time, the order is cancelled automatically and the reservation on your card is released.

After the store has accepted your order

The store has started preparing it, so:

• Card payments: you can still cancel before the courier collects the order. The items are charged, and the delivery and service fees are refunded to your card.
• Cash orders: cancelling after acceptance opens a request with our support team.
• After the courier has collected the order, it can no longer be cancelled in the app; contact support through the app.

Something wrong with your order

Report missing, wrong or damaged items in the app within 72 hours of delivery. If we agree a refund, it goes back to the card you paid with.

How long refunds take

Card refunds are sent the same day we approve them. Your bank usually shows them within 5 to 10 working days. A released reservation (an order cancelled before the store accepted it) usually disappears from your statement sooner, depending on your bank.