Cancellation and Refund Policy.

 

This page is used to inform visitors of our refund and cancellation policy.

Sometimes our customers can request a refund. When this happens, we will help you.

 

For restaurant owners

Under the following circumstances, Foodkoko and its representatives reserve the exclusive right tocancel your order:


 If the specified address is not within the scope of delivery offered on our platform;


   If we do not contact you by phone or email when confirming the order;


   if The customer cannot request all required items when ordering; or


   Failure due to reasons beyond our control or attributable to the seller.


The customer has the right to reject the wrong item's delivery, and a full refund (for lost items) must be paid within three days. If you can only deliver in batches (because some items may not be available), your restaurant staff should notify the customer or suggest replacing the missing items.

 

We are not responsible for your partial or incorrect delivery. This issue must be resolved directly with the customer. If you regularly follow inaccurate or incomplete delivery practices,your restaurant will be removed or prevented from continuing to serve through Foodkoko even after periodic warnings and opportunities for improvement.

 

For customers

If you decide to cancel your order (preferably by phone), you must notify the participating restaurants immediately and provide your order number. If the restaurant accepts your cancellation, no cancellation fee will be charged. If the restaurant refuses to cancel (for example, if you and the delivery person's order preparation has been sent), we will not be able to refund any shipped order. Usually, once the order confirmation is received at the restaurant, you will not have the right to generally cancel the order within 8 minutes after placing the order.

 

If the cancellation is made on time and the restaurant accepts your cancellation, we will refund the full amount within three days. Please note that the refund fee may be applicable,usually 2% of the total order. If the product cannot be provided for some reason, we can cancel the contract/order. In this case, we will notify you and refund your payment.

Customer can request for cancellation within 24 hours if the order is not received. You can call the admin with detail of order from specific merchant to receive full refund.

If the merchant did not deliver your order, or the item is damaged in the process of delivery by our delivery boys, you will receive full refund on your order.

However, in case the product you ordered is not available, we will contact you at the phone number you provided to us when ordering and inform you that the product is not available.In this case, you will have the right to cancel the entire order, and according to our refund policy, you will have the right to get a refund.

 

In case the goods delivered by the participating restaurant are incorrect, you have the right to refuse delivery of the wrong products, and the restaurant will refund the lost goods/orders in full within three days. If the participating restaurants can only be delivered in batches (because some products may not be available),their employees must notify you or recommend the replacement of the missing products. We are not responsible for incorrect or partial delivery. The problem must be resolved directly with the participating restaurant. You can complain to us. If we have similar complaints from other users, Foodkoko will ensure that such practices are not allowed. If we continuously discover any restaurant that follows this practice, even after issuing regular warnings and opportunities for improvement, the restaurant will be deleted or prevented from continuing to serve through Foodkoko.

 

 

Contact us

 

If you have any questions about our cancellation and refund policy, please feel free to contact us through email: customer@foodkoko.com.ng.

 

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