Refund & Cancellation Policy

1.1. Before vendor acceptance. You may cancel an order free of charge before the vendor accepts it — typically within [CANCELLATION WINDOW, e.g., 60 seconds] of placing it. You will receive a full refund of any amount charged.

1.2. After vendor acceptance. Once a vendor has accepted your order and started preparation, the order generally cannot be cancelled by you, because the vendor has already incurred costs. If you still wish to cancel, a refund (full or partial) is at our and the vendor's discretion and may exclude amounts already incurred.

1.3. Cancellations by QuickBite or the vendor. A confirmed order may be cancelled by the vendor or by QuickBite (for example, due to item unavailability, vendor closure, suspected fraud, pricing errors, or inability to deliver to your location). Where this happens to a paid order, you will receive a full refund of the cancelled item(s).

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2.1. Full refund. You are eligible for a full refund where:

• a confirmed, paid order is cancelled by the vendor or QuickBite before delivery;
• the order is not delivered;
• the wrong order (entirely different from what you ordered) is delivered; or
• the order arrives materially damaged, spoiled, unsafe, or substantially different from its description, and is reported with reasonable evidence within [REFUND REPORTING WINDOW, e.g., 24 hours].

2.2. Partial refund. You may receive a partial refund where part of an order is missing, incorrect, or unsatisfactory — for example, one item in a multi-item order is missing. The refund will be proportionate to the affected item(s).

2.3. Multi-vendor (sub-order) refunds. Where an order contains items from more than one vendor, refunds are assessed per sub-order. Issues with one vendor's sub-order do not automatically entitle you to a refund for items correctly delivered by another vendor.

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3.1. Refunds will generally not be granted where:

• the order was correctly prepared and delivered as described;
• you cancelled after the vendor began preparation (except at our discretion);
• delivery failed because you provided an incorrect or incomplete address, were unreachable, or were unavailable to receive the order after reasonable delivery attempts;
• you reported the issue outside the applicable reporting window;
• the complaint relates solely to subjective taste or preference (not safety, accuracy, or quality); or
• there is evidence of abuse or fraudulent refund claims (see Section 7).

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4.1. To request a refund or report a problem with an order:

1. Open the order in the QuickBite app and select Help / Report an issue, or contact [SUPPORT EMAIL] / [SUPPORT PHONE];
2. Provide your order number, a description of the issue, and any supporting evidence (e.g., photos of a damaged or incorrect item); and
3. Submit your request within the applicable reporting window.

4.2. We may contact you or the vendor for additional information while reviewing your request.

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5.1. Method. Approved refunds are issued to your original payment method or, where you prefer and it is available, to your QuickBite wallet.

5.2. What is refunded. A refund covers the price of the affected item(s) and the proportionate share of associated fees and VAT (7.5%) where applicable. Delivery and service fees may be non-refundable where the delivery was completed and the issue relates only to specific items, except where required by law or where the entire order failed.

5.3. Timing. Once approved, refunds are typically processed within [REFUND PROCESSING TIME, e.g., 5–14 business days]. The time for funds to appear depends on your bank or payment provider.

5.4. Currency. All refunds are made in Nigerian Naira (NGN).

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6.1. If you were charged but your order was not created, or you were charged more than once, contact [SUPPORT EMAIL] with your transaction reference. Verified erroneous or duplicate charges will be refunded in full.

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7.1. We monitor refund activity to protect customers, vendors, and riders. Repeated, excessive, or fraudulent refund claims may result in declined requests, account review, suspension, or termination, and, where appropriate, referral to the relevant authorities.

7.2. Initiating a chargeback without first contacting QuickBite support may be treated as a breach of our Terms & Conditions.

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8.1. If you are not satisfied with a refund decision, you may escalate by contacting [SUPPORT EMAIL]. We will review your case and respond within [ESCALATION PERIOD, e.g., 14 days]. Unresolved disputes are handled in accordance with the Dispute Resolution section of our Terms & Conditions and applicable Nigerian law.

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9.1. We may update this Refund & Cancellation Policy from time to time. We will post the updated version on the Platform and revise the "Last Updated" date, with notice of material changes where appropriate.

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For cancellations, refunds, or related questions:

[LEGAL ENTITY NAME]

• Support email: [SUPPORT EMAIL]
• Support phone: [SUPPORT PHONE]
• Address: [REGISTERED ADDRESS]
• Website: [WEBSITE URL]

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QuickBite — Fast. Fresh. Delivered. Last Updated: [DATE] · Effective Date: [EFFECTIVE DATE]