Returns and refunds
What happens when an order is wrong, late, or never turns up. Food is not a thing anybody can send back, so almost all of this is about money rather than returning anything.
The short version
If it is our doing, we refund you. If it is the kitchen's doing, the refund is theirs, and we are the ones who go and ask for it.
Tell us the same day, on WhatsApp, with a photo if you have one. Nobody can settle an argument about food a week after it was eaten.
Cancelling before we have shopped
While the run is still open and nothing has been bought, you can cancel and get everything back, the delivery fee included. Message us and we will do it.
Once the run has gone shopping, your food has been bought with our money and it cannot go back on the shelf, so it cannot be cancelled. Tell us anyway and we will do what we can: if a restaurant will take something back, we pass that on.
What we refund ourselves
No chasing anybody, and no argument about whose fault it was. We pay these back:
- Something on your list is missing because we missed it.
- We collected the wrong thing.
- It was spilled or damaged between the counter and your block.
- It never arrived.
- It arrived so far outside the window that it was no use to you.
Where the whole order is our fault, the delivery fee goes back with it. Where part of it is, you get that part back.
What we take up with the restaurant
We carry a sealed bag and we did not cook what is in it. These are the kitchen's, and we put them to the kitchen on your behalf rather than sending you to do it:
- The food is undercooked or badly made.
- It is not what the menu described.
- An ingredient you asked to be left out is in it.
- Something was left out of a bag they sealed.
We put it to them the same day with whatever you send us, and we pass on whatever they agree, in money or in a replacement. We will not pretend a kitchen refused when it agreed, and we will not promise you a refund we have not been given.
Things that are not food
Skincare, market shopping, a thing we went out and found for you: if it arrives damaged, or it is not what you asked for, tell us the same day and we will take it back and refund it.
Once something has been opened or used, it cannot go back, for the same reason no shop takes opened skincare back. Anything bought to order for one person is bought with your money at your ask, so it cannot be returned simply because it was no longer wanted.
How the money comes back
To the account you paid from, by transfer, in two working days of us agreeing it, and usually the same day. Card payments go back to the card, which the bank can take a few days longer to show.
We do not hold credit, points or a wallet balance. Your money comes back as money.
If a run does not happen
Weather, a road, a car, or a restaurant that is shut when we get there. If a run cannot go, we tell you and we refund everything you paid for it, the delivery fee included, without being asked.
Telling us
The same day, on the WhatsApp number on your order, with a photo where there is something to photograph. A person answers.
This sits alongside our terms, and nothing here takes away any right you have under Nigerian consumer law.