ErrandGoRefunds & cancellations
In short: you pay online when you order. If your order is cancelled before the store accepts it, or the store can't take it, you get all of your money back automatically. You don't need to ask.
How you pay
- Orders are paid online, when you order, by card, bank transfer or USSD. Payments are processed by Paystack, a licensed payment provider. ErrandGo never sees or stores your card details.
- The store only receives your order once it is paid. Until then, nothing is prepared and nothing is charged.
- Paystack may add a small payment fee at checkout; you see it on the payment page before you pay.
- We don't take cash on delivery. Never pay a rider or anyone else in cash, or more than the total shown in your app.
Cancelling
- Before you pay: cancel any time in the app. Nothing is charged.
- After you pay, before the store accepts: cancel in the app and you get a full refund automatically.
- After the store accepts: the store may already be preparing your order. Contact us through the app; whether you can cancel and what is refunded depends on how far the order has gone.
When you're refunded automatically
- You cancel a paid order before the store accepts it.
- The store declines or can't fulfil your order.
- You were charged twice for the same order — the extra payment is returned.
- A payment reaches us after the order was already cancelled.
Refunds go back to the same card or account you paid from. Once we send them, banks usually take a few working days (sometimes up to 10) to show the money. Your app shows “Your full refund is on its way” when it has been sent.
Wrong, damaged or missing items
Tell us within 24 hours of delivery through the app or on WhatsApp, with photos if you can. We'll work with the store to put it right — a replacement, or a refund of the affected items. Gas quantities are measured by the store; small differences from measuring equipment can happen.
What isn't refunded
- Orders delivered as ordered, where you changed your mind afterwards.
- Delivery you missed after the rider made reasonable attempts to reach you at the address you gave.
- Tips you gave your rider after delivery.
Contact
WhatsApp 0805 962 5307 with your order number (e.g. #AB12CD). We aim to reply within one working day. If you're not satisfied, you can also contact the Federal Competition and Consumer Protection Commission (FCCPC).