Return & Refund Policy

Introduction

This Return, Refund and Resolution Policy governs all transactions completed through the Order Mee platform.

Order Mee operates as a technology marketplace and logistics platform that connects customers with independent merchants, service providers and vendors. While merchants are responsible for preparing, packaging and fulfilling orders, Order Mee facilitates payments, delivery and dispute resolution.

To protect both customers and merchants, Order Mee temporarily holds payments for up to 24 hours after successful delivery before funds are released to merchants.

1. Eligible Refund Requests

Customers may request a refund if:

• The wrong item was delivered.
• The item delivered is materially different from the description, images or specifications shown on Order Mee.
• The item arrived damaged or defective.
• Part of the order was missing.
• The merchant failed to fulfill the order after payment was successfully processed.
• The item became unusable due to damage during delivery handled by Order Mee Logistics.

Order Mee reserves the right to request evidence including photographs, videos or other documentation to support refund requests.

2. Refund Request Time Window

Because Order Mee serves multiple categories of merchants and products, refund requests must be initiated within the following periods after delivery confirmation:

Requests submitted after these periods may not qualify for a refund except where required by applicable law.

3. Non-Refundable and Non-Returnable Items

The following items are generally not eligible for returns or refunds unless they were incorrect, damaged or materially different from what was ordered:

• Prepared food and beverages.
• Perishable goods.
• Customized or personalized products.
• Services that have already been fully completed.
• Items damaged after delivery due to misuse or improper handling by the customer.

4. Responsibility for Return and Replacement Costs

Responsibility for return logistics and associated costs depends on the cause of the issue:

Order Mee may arrange collection and return logistics where necessary.

5. Inspection and Dispute Resolution

Once a refund request is submitted:

1. Order Mee reviews the claim and supporting evidence.
2. The merchant may be contacted for additional information.
3. Order Mee may investigate delivery records and logistics information.
4. A final decision will be communicated to both parties.

Order Mee aims to resolve disputes within 24 hours of receiving all required information. Order Mee's decision on disputes shall be final unless otherwise required by law.

6. Refund Method

Approved refunds are issued exclusively as Order Mee Credits which can be used for future purchases and services on the platform.

Refund credits are typically issued within 24 hours after approval of the refund request. Order Mee Credits are non-transferable and cannot be exchanged for cash except where required by applicable law.

7. Payment Protection

To improve customer confidence and marketplace integrity:

• Payments are temporarily held by Order Mee after delivery.
• Merchants receive settlement after the hold period expires.
• If a valid dispute is raised during this period, settlement may be delayed pending investigation.

This process helps protect customers from fraud, fulfillment issues and delivery disputes while ensuring fair treatment for merchants.

8. Fraud Prevention

Order Mee reserves the right to deny refund requests where there is evidence of:

• Fraudulent activity.
• Abuse of the refund system.
• Repeated suspicious claims.
• False representations or misleading evidence.

Accounts found engaging in refund abuse may be suspended or permanently removed from the platform.

9. Limitation of Liability

Order Mee acts as an intermediary platform connecting customers with independent merchants and service providers.

Except where the issue arises directly from Order Mee Logistics or payment handling services, Order Mee does not manufacture, inspect or own products sold by merchants and cannot guarantee merchant inventory quality or suitability.

However, Order Mee will make reasonable efforts to ensure fair dispute resolution and customer protection.

10. Contacting Support

Customers experiencing issues with an order should contact Order Mee Support through the app or by email at support@ordermee.ng as soon as possible after delivery.

Providing clear photographs, videos and order details will help accelerate resolution times.