Refund & Cancellation Policy

We'd rather make it right than argue. If we cooked it wrong or never delivered it, you get your money back. If your case sits in the middle, we'll usually offer a re-make or store credit. Any decision we make is consistent with your statutory rights under the Federal Competition and Consumer Protection Act 2018.

You get 100% of what you paid back when:

• your order never arrives;
• we cancel the order ourselves (out of stock, kitchen issue, payment failure);
• the food is genuinely unsafe — visible spoilage, foreign object, undercooked protein — and you tell us within 2 hours of delivery with a photo or video sent to our WhatsApp line;
• the wrong order is delivered and you decline the substitute.

For complaints that don't rise to “unsafe” — wrap short on filling, missing a side item, sauce on the side instead of inside, etc. — we typically offer one of:

• a partial refund (the item value, not the full order);
• a free re-make of the affected item on your next order;
• store credit equal to the affected item value.

You pick which option you'd prefer when you message us. Where law gives you a stronger right than this policy, the stronger right applies.

We do not refund when:

• the order was delivered correctly and you simply changed your mind after dispatch;
• you gave us a wrong or incomplete address and the rider could not reach you within the agreed wait time;
• nobody answered the phone or the gate after the rider waited 10 minutes at the confirmed address;
• the order was correct and edible but you did not enjoy a particular flavour;
• you do not contact us within 24 hours of delivery (for cosmetic complaints) or 2 hours (for unsafe-food complaints).

These limits exist so we can investigate while the food, the rider's trip and the kitchen's memory are still fresh. They do not override your statutory consumer rights.

WhatsApp our ops line and include:

• your 6-digit tracking number (the same one you used to track the order);
• a one-sentence description of what went wrong;
• a photo or short video if it's a quality or safety issue — this dramatically speeds things up.

You can also raise the issue from the order page on the website by using the Contact us about this order link once it ships.

• Decision: we reply within 24 hours of receiving your request — usually much faster during open hours.
• Reversal initiation: within 1 business day of agreeing on a refund.
• Money in your account:1–7 business days depending on your card issuer or bank. Paystack typically reverses card transactions within 5 business days; bank transfers are usually faster.

Store credit appears against your account immediately and never expires.

We'd much rather fix the problem directly than have you file a chargeback through your bank. If you do file one before raising the issue with us, Paystack will freeze the disputed funds and we lose the ability to make it right quickly. If the chargeback is later determined to be unjustified, we may refuse future orders from the same account or payment method.

You can cancel an order without giving any reason while the status is still Awaiting payment or Paid. Once the kitchen marks the order Accepted, food preparation has started and the cancellation moves into refund territory — see above.

We may cancel an order before delivery if:

• an ingredient runs out and no substitute is acceptable;
• payment fails or Paystack flags the transaction;
• the address is outside our service area or we cannot safely reach it;
• we reasonably suspect fraud or abuse.

In every such case the full amount you paid is refunded under the timing rules above. We will WhatsApp you the reason on the same number you provided at checkout.

If you've raised a refund request and you're not satisfied with our response, you can escalate to the Federal Competition and Consumer Protection Commission (FCCPC) — fccpc.gov.ng. Our policy is to resolve cases before they get there. See the Terms for the dispute-resolution clause.