Return and Refund Policy for Yakoyo.ng

Last Updated: 21^st March 2025

At Yakoyo.ng, we strive to provide the best food ordering and delivery experience. However, we understand that issues may arise, and we are committed to resolving them promptly and fairly. This Return and Refund Policy outlines the conditions under which refunds, or returns may be issued. By using Yakoyo.ng, you agree to the terms of this policy.

Eligibility for Refunds

Refunds may be issued under the following circumstances:

1. Incorrect Orders: If you receive an incorrect order (e.g., wrong items or missing items), you may be eligible for a refund or replacement.
2. Poor Food Quality: If the food delivered is of poor quality (e.g., spoiled, undercooked, or contaminated), you may be eligible for a refund.
3. Late Deliveries: If your order is delivered significantly later than the estimated delivery time, you may be eligible for a partial refund or discount on your next order.
4. Cancelled Orders: If you cancel an order before the restaurant accepts it, you will receive a full refund. If the restaurant has already accepted the order, a refund may not be possible.

Non-Eligibility for Refunds

Refunds will not be issued in the following cases:

• Change of Mind: If you no longer want the food after placing the order.
• Personal Preferences: If you do not like the taste or presentation of the food.
• Perishable Nature: Due to the perishable nature of food, we cannot accept returns of delivered items.

How to Request a Refund

To request a refund, follow these steps:

1. Report the Issue:
   • Contact our customer support team within 1 hour of receiving your order.
   • Provide your order number, details of the issue, and supporting evidence (e.g., photos of incorrect or poor-quality food).
2. Investigation: Our team will review your complaint and may contact the restaurant or delivery partner for further details.
3. Resolution: If your complaint is valid, we will process your refund or offer a replacement within 3–5 business days.

Refund Methods

Refunds will be issued using the original payment method. If this is not possible, we will offer an alternative method (e.g., wallet credit or bank transfer).

Late Delivery Compensation

If your order is delivered significantly later than the estimated time, you may be eligible for:

• A partial refund (e.g., 10–20% of the order value).
• A discount code for your next order.

Restaurant and Delivery Partner Responsibility

• Restaurants are responsible for ensuring food quality, accuracy, and packaging.
• Delivery Partners are responsible for delivering orders on time and in good condition.

If an issue arises due to the fault of a restaurant or delivery partner, Yakoyo.ng will mediate the dispute and ensure a fair resolution.

Dispute Resolution

If you are unsatisfied with the resolution of your complaint, you may escalate the issue by:

• Contacting our customer support team at support@yakoyo.ng.
• Providing additional evidence or documentation to support your claim.

Limitations of Liability

• Yakoyo.ng acts as an intermediary between customers, restaurants, and delivery partners. We are not responsible for the quality of food prepared by restaurants or delays caused by delivery partners.
• Our liability is limited to the total value of the order.

Changes to This Policy

We may update this Return and Refund Policy from time to time. If we make significant changes, we will notify you through the Platform or via email. Your continued use of Yakoyo.ng after the changes take effect constitutes your acceptance of the updated policy.

Contact Us

If you have any questions or concerns about this Return and Refund Policy, please contact us at:

Email: support@yakoyo.ng
Phone: [Insert Phone Number]
Address: 8 Akinjo Street, Osukoti Akure-South, Ondo State, Nigeria

Governing Law

This Return and Refund Policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising from this policy shall be resolved in accordance with Nigerian law.