Refund & Cancellation Policy

1. Order Confirmation & Status

Once you place an order via the Nouriva app, you will receive real-time updates on its status — including confirmation, preparation, dispatch, or delivery. Cancellations are only accepted during the "Order Received" status.

2. Cancellations

You may cancel your order via the app within 3 minutes of placing it, provided the order status is still "Order Received". Once preparation begins, cancellation is no longer guaranteed. To cancel urgently, use the in-app support chat or call us immediately.

3. Refund Eligibility

• You were charged but the order failed or did not go through.
• You received the wrong items or incomplete order (with proof).
• Your order was cancelled by Nouriva due to availability or delivery failure.
• The food was unsafe to eat (based on health & safety complaint).

4. Non-Refundable Scenarios

• Orders cancelled after preparation or dispatch.
• Refusal to receive order due to personal taste or change of mind.
• Failure to provide accurate delivery location or respond to rider calls.
• Complaints raised more than 24 hours after delivery.

5. Refund Process

If your refund request is approved, it will be processed through your original payment method (e.g. mobile money or card). Refunds typically reflect within 3–5 working days depending on your provider.

6. How to Request a Refund

You can request a refund directly in the Nouriva app via the "Help" or "Support" section, or by emailing:
orders@nouriva.food

Please include your order ID, screenshots, and a clear description of the issue.

7. Abuse & Fraud Prevention

Nouriva reserves the right to refuse refunds in cases of repeated complaints without evidence, suspected misuse of the app, or fraudulent activity. All decisions are made at our discretion.