1. Who Handles Refunds
Hiraccoon is an ordering platform operated by A-MANI Holdings Management Inc. The Merchant is the seller of record for all food orders. Refund responsibility is divided as follows:
- Food quality, incorrect, missing, or unsatisfactory orders → handled by the Merchant. Because the Merchant prepares and fulfills your order, please contact the Merchant directly for these issues. Their contact details appear on their storefront and on your order confirmation.
- Duplicate charges, failed payments, or platform/technical errors → handled by Hiraccoon. Email support@hiraccoon.com with your order number and we will investigate and resolve eligible issues.
2. How to Request a Refund
For order or food issues, contact the Merchant as soon as possible, ideally within 24 hours of your order. For billing or technical issues, contact support@hiraccoon.com with your order number.
3. Payment Processing Fees
Every order carries a payment processing fee charged by our payment processor. When an order is refunded, that processing fee is not returned to Hiraccoon or to the Merchant — it stays with the payment processor.
Because of this, where a refund is issued at your request rather than because of a problem with the order — for example, you change your mind, place the order by mistake, enter the wrong address, or do not collect the order — the refund you receive will normally be reduced by the payment processing fee for that order. The deduction never exceeds the actual processing fee charged on your order, and it is applied in proportion to the amount refunded. Hiraccoon may waive it at its discretion.
No processing fee is deducted where the refund results from something outside your control — an item being unavailable, the Merchant cancelling or closing, a quality or accuracy problem, a delivery failure, a duplicate charge, or a technical error on our side. In those cases you are refunded in full.
When a fee is deducted, the refund confirmation email we send you itemizes the amount paid, the processing fee retained, and the amount returned to your card.
4. Processing Time
Approved refunds are issued to your original payment method via Stripe and typically appear within 5–10 business days, depending on your bank.
Contact
Email: support@hiraccoon.com · Phone: 217-318-6661