SorogiEAT
Order Cancellation Policy
Effective June 25, 2026 · v1.0
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Our promise on cancellations Real life happens. Plans change. We've built the cancellation policy below to be as flexible as it can reasonably be — while still honoring the farmers, packers, drivers, and partners whose work made your order possible. If a situation isn't covered here, email info@sorogieat.com and we'll work with you. |
This policy governs how members of the SorogiEAT app may cancel orders and request refunds tied to those cancellations. It applies to all orders placed through the SorogiEAT mobile app and website (sorogieat.com).
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Term |
Meaning |
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Order |
Any purchase you place through the SorogiEAT app: a Specialty Health Box, individual produce or protein items, or any combination. |
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One-Time Order |
An order placed for a single delivery or pickup with no recurring schedule. |
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Order Cut-Off |
The weekly deadline after which orders for the following week are considered finalized: Wednesday 11:59 PM ET. |
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Processed Order |
An order that has passed the cut-off and entered our pick, pack, and transport workflow. Once processed, an order cannot be cancelled before delivery. |
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Cancellation |
Your withdrawal of an order before it is processed at any time. |
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Refund |
The return of funds to your original payment method or to your SorogiEAT app credit balance, as determined by the timing and type of cancellation. |
You may cancel a one-time order at any time before the order cut-off for the week of your scheduled delivery or pickup. Cancellations after the cut-off are governed by Section 5.
• If you cancel before the order cut-off, the full order amount, including any tax, delivery fee, and tip, is refunded to your original payment method.
• Refunds are issued within 1-2 business days from our side. Most banks post the refund within 3–5 business days; some take up to 10 business days.
• If you used a promo code (such as WELCOME5), the discounted amount you actually paid is refunded; see Section 8 for promo code reuse rules.
• App credit refunds are immediate
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4. Cancellation After the Cut-Off
Orders that have passed our weekly cut-off (Wednesday 11:59 PM ET) have already entered the pick, pack, and transport workflow. The produce has been allocated specifically to you. Farms and partners have been paid. The cost of cancelling a processed order is no longer a credit-card refund; it is wasted food, broken supplier commitments, and labour already performed.
For these reasons, processed orders generally cannot be cancelled. The exceptions are narrow and listed below.
• Medical or household emergency. If you experience a medical, family, or household emergency between cut-off and delivery (hospitalization, evacuation, bereavement, similar), email info@sorogieat.com and we will work with you. We may offer a full refund, a deferred delivery, or a Neighbor-style box donation in your name.
• Sorogi-side delivery failure. If we cannot deliver your order by any reasonable means (vehicle breakdown without recovery, a pickup site closure with no alternate site available, or a route cancellation), we will cancel the order and refund it in full.
• Address change is too late for re-routing. If you move or change pickup sites after the cut-off and we cannot re-route, we may cancel and refund, OR ship to the original address. Member's choice.
• Force majeure events. Severe weather, public emergency, or any event materially preventing delivery.
• Changing your mind about the box contents.
• Wanting to switch to a different box for that week (instead, contact us to swap items if still possible — no guarantee).
• Wanting to cancel because the price is now displayed differently (the price you paid at checkout is final for that order).
• Re-evaluating your diet or program goals
Occasionally, Sorogi must cancel an order on its own. We don’t do this lightly, and never without making it right.
If a farm partner cannot deliver a key item in your Specialty Health Box, we will first attempt to substitute a comparable item. If no substitute is acceptable (especially for allergen-flagged or program-aligned items), we may cancel that week's order. You will be notified in-app and by email within 24 hours of the decision, and refunded in full.
If a pickup site closes without notice or your delivery zone becomes temporarily unserviceable, we will offer (in this order): (1) re-route to your nearest active pickup site if you accept within 24 hours; (2) home delivery if eligible; or (3) cancellation with full refund.
Events outside our control, such as severe weather, public health emergencies, infrastructure failures, civil unrest, and government action, may require us to cancel orders. We will communicate immediately and refund in full or hold the order for the next available delivery window, the member's choice.
In rare circumstances, we may cancel an order if there is reason to believe the account placing the order is fraudulent, if payment cannot be verified, or if the member is in material violation of our Terms of Service. We will explain the reason in writing and process any applicable refund.
All refunds tied to cancellations follow the rules below. Quality-related refunds (for delivered boxes) are handled under the Quality & Refund Policy.
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Original payment method |
When it applies |
Typical timing |
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Credit/debit card |
Default for all cancellations |
3–10 business days after we issue the refund |
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Bank transfer (ACH) |
If you paid by ACH or bank account |
5–10 business days |
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SorogiEAT app credit |
If you choose credit OR if your original payment method is no longer valid |
Immediate and usable on your next order |
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Original payment + app credit |
If a partial refund is in app credit (e.g., promo-related) |
Card portion 3–10 business days; credit portion immediate |
• Cancellations submitted before the cut-off: a refund will be issued from our side within 1-2 business days.
• Cancellations under Section 5.1 exceptions: refund issued from our side within 2 business days of approval.
• Sorogi-initiated cancellations: refund issued from our side within 1-2 business days of the cancellation decision.
• Once we issue a refund, posting time depends on the member's bank or card issuer.
• The full amount you paid, including tax, delivery fee, and any tip.
• Any promo code discount you used will be deducted from the refund (since you didn't actually pay it). See Section 8.
• If you placed the order using app credit, the credit is restored to your account.
Sorogi periodically offers promotional codes (such as WELCOME5 for new members). Cancellations interact with these codes as follows:
• First-order code (WELCOME5): If you cancel a first order that used WELCOME5, the discount is reversed (you receive only what you actually paid). You may reapply WELCOME5 to your next first order within 30 days of cancellation. After 30 days, the code expires.
• Member referral codes: If you cancel an order placed using a referral code, the referrer's credit for that referral is also reversed. If you re-place a qualifying order within 30 days, the referrer's credit may be re-issued.
• Sorogi program discounts (20% off): If you cancel an order that received the 20% program member discount, your program enrollment remains unaffected; the discount reapplies to your next order.
• Limited-time campaign codes: Some campaign-specific codes are not re-applicable after cancellation. The specific terms of the code (shown at checkout) govern.
If you believe a cancellation has been handled incorrectly:
This policy may be updated as our operations evolve. Material changes (new fees, new deadlines, narrower exception categories) require 14 days' advance notice via email and in-app. Editorial changes (typo fixes, clarifications) are made to the currently published version. The Effective date at the top of this document always reflects the most recent revision.
• All concerns and questions should be submitted to info@sorogieat.com