Legal · Orders
Orders, Cancellations & Refunds
When you can cancel, what happens if an order is wrong, how quickly you get your money back, and how to complain if we do not put it right.
Last updated: 2 September 2026
1. Your rights
Under the Federal Competition and Consumer Protection Act 2018 you are entitled to food that is safe, of good quality and as described, to clear information about what you are buying and what it costs, and to a remedy when what you receive falls short. Nothing on this page takes any of that away — it explains how we deliver it.
2. Cancelling an order
Before we start preparing it, tell us and we cancel and refund you in full, no reason needed. Message us as soon as you can: kitchens start early.
Once preparation has begun, we usually cannot cancel. Food made to order is perishable and cannot be resold, which is why it is exempt from the ordinary change-of-mind right. We will always look at the specific order before saying no, and if we can still stop it, we will.
If we cancel — an item sold out, a kitchen closed, a payment failed verification — you get a full refund, and we will try to offer a substitute first.
3. When something is wrong
Tell us within 24 hours of collection or delivery, and the same day where the problem is with the food itself. A photograph helps us fix it faster and helps us find the cause in the kitchen.
| What happened | What you get |
|---|---|
| Item missing from your order | A refund for that item, or we send it to you — your choice |
| Wrong item supplied | The correct item, or a full refund for it |
| Food unsafe, spoiled, undercooked, or not what was described | A full refund, or a replacement — and we investigate the batch |
| An allergen we were told about was not handled as agreed | A full refund, and we escalate it immediately as a food-safety matter |
| Order never arrived, or arrived far outside the quoted time | A full refund, including any delivery charge |
| Charged twice, or charged the wrong amount | The difference refunded in full |
| You did not collect a pickup order, or nobody was in | Normally no refund — the food was made and held for you. Talk to us anyway; we look at the circumstances |
We may ask you to return an item or keep it aside so we can inspect it. Please do not eat food you believe is unsafe.
4. How refunds are paid
Refunds go back to the method you paid with, unless you ask us to put them into Foodster credit instead — which is instant. To a card or bank account, expect 5 to 10 business days once we approve it; the last leg is your bank's, not ours. We refund the delivery charge too whenever the failure was ours.
We do not charge a fee to process a refund, and we never refund less than you paid for the affected item.
5. Complaining, and what happens next
- Tell us. Message us on WhatsApp, call 0809 119 9001, or email [email protected] with your order number.
- We acknowledge within 1 business day and aim to resolve it within 5 business days. Most food complaints are settled the same day.
- If you are unhappy with the outcome, ask for it to be reviewed by a manager. We will give you a final written answer explaining our decision.
6. Escalating beyond us
If we still have not resolved it, you can take it further at no cost to you:
- Federal Competition and Consumer Protection Commission (FCCPC) — for consumer complaints: fccpc.gov.ng.
- NAFDAC — for a food safety or product concern: nafdac.gov.ng.
- Nigeria Data Protection Commission — for how we handled your personal data: ndpc.gov.ng. See our Privacy Notice.
- Your bank or card issuer, if you believe you were charged in error. Please talk to us first — we can usually refund faster than a chargeback resolves, and a chargeback raised while we are already refunding can hold your money up longer.
7. Repeated claims
We refund in good faith and rarely ask for proof. Where a pattern of claims suggests abuse, we may require evidence before refunding further orders, and may decline to keep serving the account. We will always tell you if we reach that point and give you a chance to respond.
This policy forms part of our Terms.