Refund and Cancellation Policy
Last updated: 18 October 2026
You can cancel an order until a rider is assigned, and you can report a problem within 48 hours of delivery. Approved refunds go to your CommunityMarket wallet.
1. Cancelling an order
| When | What happens |
|---|---|
| Not paid within 30 minutes | The order expires by itself. You are not charged. |
| Paid, still waiting for a rider | Contact us and we cancel it. Wallet money returns to your wallet at once. A card or bank payment is refunded through Paystack to the way you paid; timing depends on your bank. |
| A rider has been assigned or picked it up | It can no longer be cancelled. If something is wrong when it arrives, report it (section 2). |
2. Reporting a problem with a delivered order
- Open the order in the app and tap Report a problem within 48 hours of delivery.
- Choose the reason: missing item, damaged item, wrong item, expired or bad quality, never received, or other.
- Pick the items affected, describe the problem and add up to 2 photos.
- The seller can reply. We review the report, usually within 2 working days.
- If approved, we refund all or part of the amount to your wallet. If rejected, we tell you why.
You can have up to 3 open reports at a time. Reward points earned on refunded goods are taken back.
3. Where refunds go
- Reports: refunded to your CommunityMarket wallet, to spend on your next order.
- Cancelled paid orders: the wallet part to your wallet; the card or bank part back through Paystack.
- Wallet money cannot be withdrawn to a bank or paid out as cash (see Terms of Use, section 4).
4. Who pays for a refund
We decide who caused the problem: the seller (for example, wrong or damaged goods), the rider (for example, an order never delivered) or CommunityMarket. The refund is taken from that party's balance. While a report is open, the seller's and rider's earnings from that order are frozen.
5. What is not refunded
- Problems reported more than 48 hours after delivery
- Change of mind after delivery, if the item is as described
- Items damaged by the customer after delivery
- Reports found to be false; repeated false reports can lead to account suspension
6. Help
Contact us at eatsambienterprise@gmail.com or 07063587442 with your order number. Your rights under the Federal Competition and Consumer Protection Act 2018 are not affected by this policy.