JustOrder Refund Policy
Last Updated: October 2025
At JustOrder, customer satisfaction is at the heart of what we do. We strive to ensure that every order — whether food, grocery, pharmacy, parcel, or shopping — is delivered on time, in good condition, and as described.
This Refund Policy explains the conditions under which customers may request a refund, how refunds are processed, and what exceptions may apply.
You may be eligible for a refund if:
The order was not delivered due to vendor or rider fault.
The wrong item was delivered (e.g., incorrect meal, product, or parcel).
The item was damaged, expired, or unsafe at the time of delivery.
The delivery was cancelled before preparation or dispatch.
Refunds are not guaranteed for situations outside JustOrder’s control, such as:
Incorrect delivery details provided by the customer.
Customer unavailability at the delivery address.
Delays due to traffic, weather, or vendor backlog.
Items that cannot be returned for health, hygiene, or safety reasons (e.g., opened food or medicine).
The following categories are non-refundable, unless damaged or undelivered:
Prepared food or beverages.
Prescription and over-the-counter drugs.
Perishable groceries (fresh fruits, vegetables, meat, or dairy).
Digital or promotional products purchased through the app.
To request a refund:
Log in to your JustOrder account.
Go to “My Orders” → “Report an Issue”.
Select the order and provide a short description of the issue, along with supporting photos (if applicable).
Submit your request within 24 hours of delivery or the expected delivery time.
Our support team will review your request within 48 hours and inform you of the outcome.
Once your claim is verified:
A full refund will be issued if no part of the order was received.
A partial refund may apply if part of the order was correct or consumed.
If eligible, your refund will be processed automatically to your original payment method (e.g., Mobile Money, Debit Card, or Wallet Balance) within 3–7 business days.
For cash-on-delivery payments, refunds will be credited to your JustOrder Wallet, redeemable for future orders.
Orders may be cancelled within 5 minutes of placement if the vendor has not started preparing or dispatching the order.
Once an order is confirmed or being prepared, cancellations are not eligible for automatic refunds.
If a vendor cancels an order due to stock unavailability, or if a delivery cannot be completed, a full refund will be issued to the customer automatically.
Promotional discounts, coupon codes, or referral bonuses are non-refundable and cannot be redeemed for cash.
If you used a voucher or promo code for a refunded order, the value of the discount will not be refunded but may be reissued as a new voucher in some cases.
Vendors and riders are expected to ensure accurate, safe, and timely deliveries.
Repeated refund claims against a vendor or rider may lead to account suspension or review under the JustOrder Vendor/Rider Policy.
If you have questions about your refund status or eligibility, please contact:
📧 support@justorder.io
🌐 www.justorder.io
Our customer service is available 7 days a week, from 8:00 AM to 10:00 PM.
We may update this Refund Policy from time to time to reflect changes in operations or regulations. Any updates will be posted on our website and app with a new “Last Updated” date.
JustOrder — reliable, fast, and fair. Every order matters.
