Sped Refund Policy

(Integrated with SPED User Terms of Service)

1. Introduction

This General Product Return & Refund Policy is an integral part of the SPED User Terms of Service available on the SPED Delivery platform. In case of any discrepancy between this document and the User Terms of Service, this Policy will prevail.

2. Definitions

All terms used in this Policy shall carry the meaning assigned to them in the SPED User Terms of Service, unless explicitly stated otherwise.

Cancellation of Orders & Return of Products

3. Partner-Specific Return Terms

Some Partners (restaurants, stores, service providers) may publish their own return/refund instructions on the SPED platform.
When applicable, those Partner terms apply in addition to this Policy.

4. Statutory Cancellation Rights (Non-Perishable Products)

If the User orders products eligible for statutory cancellation under Finnish Consumer Protection Law, the User may cancel:

  • Within 14 days from the date of receiving the product(s).

This applies only to products that legally carry a cancellation right (clothing, electronics, home items, etc.).

If a User requests a return due to defect, damage, missing items, or incorrect product, SPED may request a photo/video to confirm the issue before processing a refund.

Special groups: Finland does not have “senior/immigrant extended cancellation rights” like Israel, so these are not included.

5. Exceptions — No Cancellation Rights

Under Finnish law, the right of cancellation does NOT apply to:

  • Prepared food & groceries
  • Fresh/perishable items
  • Products with health/safety seals once opened
  • Customized items
  • Digital goods already delivered
  • Services already completed (e.g., taxi trip completed)

This means:

No cancellation/refund after order placement for:

  • Restaurant meals (hot food)
  • Grocery items that require temperature control
  • Fresh meat, vegetables, bakery items
  • Any product prepared on-demand
  • Delivery services already dispatched
  • Taxi rides after the driver has started the ride

Users must check their order carefully before confirming the purchase.

6. How to Request Cancellation or Return

The Partner authorizes SPED to receive cancellation notices on its behalf.

To request cancellation or return, Users may contact SPED through:

  1. Live Chat in SPED App/Website (recommended)
  2. Email: support@sped.delivery
  3. Returning the product directly to the Partner’s location (when applicable)

The cancellation request must include:

  • Full name & phone/email
  • Order number & date
  • Items requested for return and reason
  • Photos/videos if damaged/incorrect product

Partners may request additional information where needed.

7. Refunds & Fees

If a Purchase Agreement is lawfully revoked:

  • SPED will refund payments according to Finnish Consumer Protection Law.
  • Refund will be issued using the same payment method used for the Order (including SPED credits).
  • Delivery fee and service fee will NOT be refunded if only part of the order is cancelled.
  • For cancellations not caused by SPED or the Partner, a cancellation fee applies:

SPED Standard Cancellation Fee:

  • 5% of product price OR €5 — whichever is lower
    (You may edit this value)

Refund timelines depend on the User’s bank or payment provider.

8. Refund to Partner (for Restaurant/Store)

If the User paid with:

  • Card / Apple Pay / Google Pay → Refund via original source
  • SPED Credits → Refunded as SPED Credits
  • Cash-on-Delivery (Own Delivery only) → No refund unless partner approves

Refunds deduct Partner commissions automatically.

9. Returning Products to Partner

Returnable products must be returned:

  • Within 14 days from the cancellation request
  • To the original Partner location
  • In unused, undamaged, resellable condition
  • In original packaging

If return is due to defect or incorrect item, SPED or Partner may schedule a pickup.

10. Optional SPED “Return Pickup Service” (Recommended Feature)

SPED may optionally offer a Return Pickup Service:

  • Available only for eligible products (non-food, non-perishable).
  • Courier collects the return from the User and delivers to the Partner.
  • Usually free for the User, but Partner pays a small fee (if you want).
  • Subject to availability.

11. User Liability for Decreased Product Value

Users must return products:

  • Unused
  • Clean
  • Undamaged
  • In original packaging

If the product is used, opened, damaged, or value decreased:

  • The refund may be reduced
  • Partner may claim value loss

SPED may act as mediator in disputes.

12. Exchanges

Exchanges are possible only if allowed by the Partner.
Exchange instructions are shown on the Partner’s page in the SPED app.

Special Rules for SPED Delivery Modes

13. Restaurant Own Delivery

If the Partner uses their own driver:

  • Restaurant receives item amount, small-order fee, packaging fee, and delivery charge
  • SPED refunds only service fees and commissions (if applicable)
  • Food orders cannot be cancelled once accepted (S1 stage)

14. SPED Partner Delivery (SPED Drivers)

  • Orders may be cancelled until restaurant acceptance (S0 stage)
  • After S1 Accepted stage → No cancellation unless restaurant approves or food not started
  • If driver picked up → No refund unless Partner agrees

15. Taxi Service Refund Rules

  • Free cancellation before driver accepts
  • If driver accepted but has not arrived → Cancellation fee €2–€5
  • After driver arrival → Full base fare charge
  • After ride starts → No refund

16. Marketplace (Old-Shop) Returns

Second-hand items sold by individuals follow seller-specific rules.
SPED is not the seller and does not guarantee refunds.

17. Digital Products / Event Tickets

  • Event tickets: No cancellation unless event is cancelled or postponed
  • Digital downloads: No refund once file is delivered

18. Contact Information

SPED Technology
Email: support@sped.delivery