Refund & Cancellation Policy

Last updated: 26 October 2026

This policy explains how cancellations and refunds are handled on SharpSharp. Because orders involve independent vendors and riders, outcomes depend on the stage of the order and the nature of the issue.

1. Order cancellation by customers

Before vendor acceptance (within ~2–3 minutes of placing)

You may cancel the order at no charge. Any payment captured will be refunded in full within 3–5 business days.

After vendor acceptance but before preparation

Cancellation may be possible if the vendor has not started preparing the order. Contact us immediately on WhatsApp. If approved, a full refund will be issued.

After preparation has started

Once a vendor has begun preparing your order, cancellation is generally not possible. The vendor has already incurred costs. No refund will be issued for orders cancelled at this stage unless the vendor agrees.

2. Order cancellation by vendors

If a vendor cancels an accepted order (e.g. item out of stock, unable to fulfil), you will receive a full refund. Repeated cancellations by a vendor may result in account review or suspension.

3. Refund eligibility

You may request a refund if:

• The order was not delivered.
• Items are missing from the order.
• Items received are substantially different from what was described.
• Food is spoiled, contaminated, or unsafe.

4. How to request a refund

Report the issue on WhatsApp within 2 hours of delivery. Include:

• Your order reference number.
• A description of the problem.
• Photos of the issue, if applicable.

We will review the request and respond within 24 hours. Approved refunds are processed via the original payment method within 3–5 business days.

5. What is not eligible for a refund

• Change of mind after the order has been prepared or delivered.
• Minor differences in food presentation from menu photos.
• Incorrect delivery address provided by the customer.
• Orders where the customer was unavailable to receive delivery after reasonable attempts.

6. Platform role and liability

SharpSharp facilitates the connection between customers, vendors, and riders. We do not prepare food or products and are not liable for the quality, safety, or accuracy of vendor-provided goods. When a refund is approved, SharpSharp may recover the amount from the responsible vendor or rider. Our vetting of vendors and riders does not constitute a warranty or guarantee of their products or services.

7. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate via WhatsApp at +234 707 896 3132 or email usesharpsharp@gmail.com. We aim to resolve all disputes fairly and promptly.