Returns, Refunds & Cancellations Policy

Request help

Contact ROZY with your order number, payment reference, a description of the problem and any relevant evidence. Report food-quality or missing-item issues as soon as reasonably possible so they can be investigated. A delay in reporting does not automatically remove any statutory rights.

Cancellation

Contact support immediately if you need to cancel. Cancellation is assessed against actual preparation, purchasing and delivery progress.

Where no preparation, purchase or delivery work has begun, a paid cancelled order is eligible for a full refund. If work has begun, ROZY will explain any reasonable, evidenced charge before confirming the refundable amount. A blanket no-refund rule does not apply.

Unavailable or undelivered orders

If ROZY cannot supply the order, a full refund of the order and associated delivery/service charges is due. For a partially unavailable order, the unavailable items are refunded and related fees are reviewed fairly.

If you agree to a replacement or revised order, any price difference must be disclosed and agreed. You are not required to accept unwanted substitute food.

Wrong, missing or unsafe food

ROZY reviews the order, restaurant/purchasing information, delivery record and evidence you provide. Appropriate remedies may include a replacement, a refund of affected items, or a full refund where the entire order is unusable.

Prepared food cannot ordinarily be returned for resale. Do not hand food back or send it to a restaurant unless support gives safe return instructions. This does not remove rights relating to unsafe, defective, wrong or misdescribed food.

Duplicate charges and failed payments

If you believe you were charged twice, provide both references. ROZY verifies the payment records before arranging the appropriate refund. A pending bank debit is not by itself proof that an order has been paid; avoid paying repeatedly while verification is in progress.

Refund method and timing

Approved refunds are normally returned through the original payment channel. An order paid from the ROZY wallet is reviewed for return to the same customer’s wallet; any exception must be agreed and recorded. Wallet credit is not forced as a substitute for a refund owed to the original external payment channel.

ROZY communicates the decision, amount and processing status. Refunds are reviewed and processed manually; requesting cancellation does not instantly return funds. After a Paystack refund is marked processed, the receiving bank may take up to 10 business days to credit it.

Disputes and consumer rights

ROZY reviews complaints with the customer and relevant restaurant, purchasing representative or rider. Keep your payment and order records. You may also use your bank’s dispute process or contact the Federal Competition and Consumer Protection Commission.

Nothing in this policy excludes rights available under applicable Nigerian consumer-protection law.