Refund & Cancellation Policy

This policy explains when you can cancel an order placed through Naijapacks and when you're entitled to a refund. It covers orders placed by customers with independent caterers on the platform. It works alongside, and does not limit, any other rights you may have under applicable consumer protection law.

Cancelling before the caterer accepts

Every order needs to be accepted by the caterer before they start cooking. If you cancel while your order is still waiting for acceptance, it's free and a full refund — including any delivery fee — is issued automatically to your original payment method. No need to contact support.

Cancelling after the caterer accepts

Once a caterer accepts your order, they begin sourcing and preparing your food, so a cancellation at this point isn't automatic. To request one:

• Open the order in the app and choose Cancel order, or contact us through the in-app support chat.
• If the caterer hasn't started preparing yet, we'll ask them to confirm and can usually issue a full refund.
• If preparation has already started, a refund isn't guaranteed — ingredients and labor have already gone into your order — but we'll work with you and the caterer to find a fair outcome, which may be a partial refund or none, depending on how far along the order is.

If the caterer cancels, or we can't find a driver

If a caterer cancels your order, or Naijapacks is unable to assign a driver within a reasonable time, you'll receive a full automatic refund, including delivery fees and any platform fee. You don't need to do anything — refunds in this case are triggered the moment the order is cancelled on our end.

Problems with an order you received

If something was wrong with an order that was delivered, report it within 48 hours through the in-app support chat so we can look into it while it's still fresh. Common issues and how we handle them:

• Missing items — refunded for the value of what's missing, once confirmed.
• Wrong order or wrong items — eligible for a full or partial refund depending on what was received.
• Food safety or quality issue — eligible for a full or partial refund; serious safety reports may also trigger a review of the caterer's account.
• Order never arrived — eligible for a full refund.
• Significant delivery delay — reviewed case by case; may be eligible for a partial refund or delivery-fee credit.

We may ask for details or photos to help us assess your report quickly and fairly. Decisions are made at Naijapacks's reasonable discretion, based on the evidence available, order status history, and the caterer's and driver's account.

Delivery issues

Drivers on Naijapacks are independent contractors. If a delivery is significantly late, left in the wrong place, or mishandled, report it the same way as any other order problem — within 48 hours, through the in-app support chat — and we'll review it alongside the order's delivery timeline.

How refunds are issued

Refunds are processed through Stripe back to the original payment method and typically land within 5–10 business days, depending on your bank or card issuer. On a full refund, any platform fee you paid is refunded too; on a partial refund, the platform fee is adjusted in proportion to the amount refunded.

Caterer and driver payouts

If a caterer has already been paid out for an order that's later refunded, the refunded amount may be deducted from their next payout. The same applies to a driver's delivery fee where the delivery itself was the reason for the refund.

Fair use

This policy is meant to resolve genuine problems, not as a way to get free food. We monitor refund activity across accounts, and a pattern of repeated or suspicious refund requests may lead to those requests being declined, additional verification being requested, or an account being restricted.

Contact

For a cancellation, refund request, or any order issue, the fastest route is the in-app support chat. You can also email support@naijapacks.com — please include your order number.