Refund Policy

Last updated: [DATE]

You pay before your order is prepared, so we refund you whenever something goes wrong on our side or the vendor's. This policy explains when you get money back, how much, and how fast. It doesn't limit your rights under the Federal Competition and Consumer Protection Act 2018.

1. When you get a refund

What happened	Refund
The vendor rejects your order or doesn't respond within 10 minutes	Full refund, automatically
You cancel before the vendor accepts	Full refund, automatically
An item is unavailable after you paid	That item's price, automatically
An item is missing from your delivery	That item's price
You receive the wrong item, or an item that's spoiled, damaged or unsafe	That item's price, or the full order if the whole order is affected
The order never arrives	Full refund, including delivery and service fees
Your order is very late because of the vendor or rider (over [60] minutes past the estimate)	Delivery fee refunded as GoCart credit
We cancel your order for any reason not caused by you	Full refund

2. When we can't give a full refund

You cancel after the vendor has accepted. Food may already be prepared. We'll refund what the vendor hasn't started, decided case by case.
No-show: the rider arrived, called you, and you didn't collect your order within 10 minutes (including at OOUTH gates), or the phone or landmark you gave was wrong and the rider couldn't find you. Delivery and service fees aren't refunded. Whether the item cost is refunded depends on whether the vendor can reuse it.
Taste or preference. We can't refund food because you didn't like it, but please tell us so the vendor can improve.
Opened pharmacy products, unless they were wrong, damaged, expired or unsafe.

We will never refuse a refund for goods that were defective, unsafe or not as described.

3. How to report a problem

Go to Account → Help and support → Report a problem with an order, within 24 hours of delivery.
Choose the reason and describe what happened. For wrong, damaged or spoiled items, add a photo.
Don't share your delivery PIN until you've checked your order. If something is missing at the door, tell the rider and report it in the app.

We'll review it and reply within 24 hours.

4. How you're refunded

GoCart credit (default): added to your wallet instantly once the refund is approved. Credit doesn't expire and is used automatically at your next checkout.
Back to your bank: you can move GoCart credit to your bank account at any time from the Wallet. Transfers usually arrive within [1–3] business days.
If you'd rather have a refund sent straight back to your original payment method, ask support. This can take [5–10] business days, depending on your bank.

5. Repeated or false claims

We review every refund. We may refuse refunds and close accounts where claims are repeatedly false, or where a delivery is confirmed with your PIN and then disputed without evidence.

6. Contact

hello@dart.ng · +2348000000000 · Account → Help and support