Cancellation Policy and Refunds

Order Cancellation

We understand that sometimes plans change and you may need to cancel your order. Our cancellation policy is designed to be fair to both our customers and our delivery partners.

You may cancel your order within a certain timeframe based on the status of your order:

• Before Order Confirmation: If you cancel your order before it has been confirmed by the restaurant, you will receive a full refund.
• After Order Confirmation but Before Dispatch: If you cancel your order after it has been confirmed by the restaurant but before it has been dispatched for delivery, you will receive a partial refund, excluding any preparation costs incurred by the restaurant.
• After Dispatch: Once your order has been dispatched for delivery, cancellations are not permitted, and you will be charged the full amount.

Refund Policy

Refunds will be processed based on the following conditions:

• Order Cancellation: Refunds for cancellations will be processed as per the cancellation policy outlined above.
• Incorrect or Incomplete Order: If you receive an incorrect or incomplete order, please contact our customer support within 24 hours. We will investigate the issue and provide a refund or replacement, as appropriate.
• Non-Delivery: If your order is not delivered due to a fault on our part, you will receive a full refund.
• Delivery Delay: If there is a significant delay in delivery caused by us, you may be eligible for a partial refund or discount on your next order. This will be assessed on a case-by-case basis.
• Customer Absence: If the delivery rider arrives at the delivery address and waits for 10 minutes without being able to reach you or complete the delivery, you will not be eligible for a refund, and you will be charged the full amount.

How to Request a Refund

To request a refund, please contact our customer support team at support@smagxpress.ng with the following details:

• Your name and contact information
• Order number
• Reason for the refund request
• Any relevant photos or evidence (for incorrect or incomplete orders)

Our customer support team will review your request and get back to you within 3-5 business days.