At OrderUp NG, we are committed to delivering quality service and ensuring customer satisfaction. This Refund Policy explains when and how refunds may be issued for orders placed through our platform.
You may be eligible for a refund under the following conditions:
If your order was not delivered due to issues caused by the vendor or delivery partner, you are entitled to a full refund.
If you receive an item that is different from what you ordered, you may request either:
a replacement, or
a refund for the incorrect item.
If the food delivered is spoiled, contaminated, or compromised in any way, we will investigate and provide a refund where appropriate.
If you were charged twice for the same transaction, one charge will be refunded.
Refunds will not be issued in the following cases:
Change of mind after the order has been prepared or dispatched.
Incorrect address or contact information provided by the customer.
Customer not available to receive the order.
Preference-based complaints (e.g., “I didn’t like the taste”).
Refund requests must be submitted within 24 hours of order completion.
Requests made after this period may not be eligible.
To request a refund, contact our support team through any of the following:
In-app Support Chat
Email: support@orderup.ng
Include:
Order ID
Reason for refund
Photos (if food is damaged/incorrect)
Once your request is approved:
Wallet Refunds: Processed instantly to your OrderUp NG wallet.
Bank/Card Refunds: May take 3–7 business days depending on your bank.
Some vendors may have additional policies. Where applicable, we will communicate these before processing your request.
