Refund & Cancellation Policy

This policy explains when you can cancel and how refunds work. It is part of the Terms of Service and does not reduce your rights under the Federal Competition and Consumer Protection Act 2018.

1. Cancelling

• The app always shows the exact cancellation fee before you confirm. If it says there is no charge, there is none.
• You can usually cancel for free before a rider has been assigned, and before a store has started preparing your order.
• After a rider has been assigned or is on the way, a fee may apply. Part of it compensates the rider for their time and fuel.
• Once a rider has collected your order or you are on a ride, cancellation in the app is no longer possible. Contact support.
• If a store does not accept your order in time, or rejects it, the order is cancelled and you are fully refunded.
• If a rider cancels, we find another rider at no extra cost to you.
• Repeated late cancellations of cash orders may mean you need to pay online for future orders.

2. Refunds

• Prepaid orders cancelled before completion are refunded in full (less any cancellation fee shown) to your wallet straight away. You can ask for wallet money to be returned to your bank account.
• Missing, wrong, damaged or unsafe items, or a job not done as booked: report it in the app within 24 hours of the job ending, with photos where possible. We review the job record and refund the affected amount where the complaint is upheld, usually within 5 working days.
• Lost or damaged parcels: we pay up to the lower of the item's value and ₦50,000, unless a higher declared value was accepted for that job, as set out in the Terms of Service.
• Card refunds to your bank card, where you ask for them, depend on your bank and can take up to 14 working days.
• Bills payments are covered by the Bills Payment Terms.

3. What is not refundable

• Food or goods delivered as ordered, where the complaint is about personal taste.
• Rides and deliveries completed as booked.
• Cancellation fees that were shown and accepted, unless the cancellation was caused by us, the rider or the store.

4. If you disagree

Use the complaint and dispute process in section 12 of the Terms of Service. You can also contact the Federal Competition and Consumer Protection Commission (FCCPC).