Refund & Cancellation Policy

Because every GrubNmore order is cooked fresh after you pay, our refund and cancellation rules work a little differently from a normal online store. Here's exactly where you stand at each stage.

1. Before the kitchen starts cooking

If you need to change or cancel your order, message us immediately on WhatsApp at +234 803 679 5005 with your order reference. If the kitchen has not yet started preparing your order, we will:

Cancel it and refund you in full, or
Adjust it to what you actually want, at your preference.

There is no fixed "X minutes" cutoff published here because kitchen start times genuinely vary by how busy we are — which is exactly why speed matters: message us the moment you know something needs to change, don't wait.

2. Once the kitchen has started cooking

Once preparation has begun, we can no longer cancel or refund the order, because the ingredients are already committed and the food is being made specifically for you. This is standard across the food delivery industry (Chowdeck, Glovo restaurant orders, and every other cooked-to-order platform work the same way) — we're stating it plainly rather than burying it in fine print. This is also why, for orders paid by bank transfer or POS arranged on WhatsApp, we ask for payment to be confirmed before we start cooking — it protects both sides from exactly this ambiguity.

3. If something is wrong with your order

We want to fix it. Contact us on WhatsApp within 30 minutes of delivery with:

Your order reference,
A clear description of the issue, and
A photo, if the issue is visible (e.g. wrong item, missing item, damaged packaging).

Depending on the issue, we will offer one of:

A replacement item or corrected order, delivered as soon as possible, or
A partial or full refund, back to your original payment method, or
A credit toward your next order, if you'd prefer that.

Which option applies depends on the issue — a wrong or missing item is a straightforward replacement or refund; a taste/quality complaint is reviewed case by case, since food quality has some subjectivity, but we take every report seriously and will make it right.

4. What doesn't qualify for a refund

A change of mind after the kitchen has started cooking (see Section 2).
Delay caused by an incorrect address or unreachable phone number provided at checkout.
Normal variation in spice level, portion appearance, or ingredient availability that doesn't affect food safety or match what was ordered (e.g., a garnish substitution).

5. How refunds are paid

A refund is issued back to whichever payment method you actually used — the card or account behind a Paystack payment, or directly back to your bank account/POS card for a bank transfer or POS payment. A card refund via Paystack typically reflects on your statement within 5–10 business days; this depends on your bank's own processing time, not just on GrubNmore. A bank-transfer refund is sent back to your account directly and is usually faster.

6. Delivery delays

If your order is significantly delayed beyond the estimated time you were given, message us on WhatsApp — we'll give you a real-time update, and if the delay is on our side, we'll consider a delivery-fee refund or a credit as a goodwill gesture.

7. Your consumer rights

Nothing in this policy limits your rights under the Federal Competition and Consumer Protection Act (FCCPA) and FCCPC regulations, including your right to receive goods that match their description and are fit for purpose. If you believe this policy is being applied unfairly, you may escalate to the FCCPC.

8. How to reach us

WhatsApp: +234 803 679 5005 — this is the fastest way to reach us and the one we actively monitor for order issues. Email: hqgustogrub@gmail.com.