Refund & cancellation policy

This page explains when you are owed a refund, where that refund goes, and how to ask for help. It should be read together with our Terms of Service and Awoof Balance Terms.

When you are refunded in full, automatically

You cancel before the merchant confirms. You can cancel any order yourself, free of charge, at any point before the merchant accepts it. The full amount is credited to your Awoof Balance immediately.
The merchant rejects your order — for example, because an item sold out or the store had to close unexpectedly. Full credit to Awoof Balance, automatically.
The order times out unconfirmed. If a merchant does not respond within the confirmation window, the order is automatically cancelled and refunded in full.
The merchant cancels after confirming — for example, if something goes wrong on their end before pickup. Full credit to Awoof Balance, automatically.
Chop Awoof cancels your order for a safety reason — for example, if we become aware of a food safety concern before you have collected it. Full credit to Awoof Balance, automatically.

In every one of these cases, you do not need to contact anyone — the credit appears in your Awoof Balance as soon as the cancellation is recorded, and you can see it in the transaction history in your Chop Awoof account.

Once a merchant has confirmed your order

You cannot cancel a confirmed order yourself on the website or in the app — the merchant has committed to preparing or setting aside your food. If you have a genuine reason you believe the order should still be cancelled (for example, a change in your circumstances, or a problem you've noticed before pickup), contact us at admin@chopawoof.com and we will look at it. This is a manual process today, not an automatic one, and we cannot guarantee a particular outcome — but we will respond and explain our decision.

Missed pickup (no-show)

Each offer clearly states its pickup window before you pay. If you do not collect your order within that window (plus any grace period shown with your order), it is recorded as a missed pickup and the payment is not refunded — the merchant has already set the food aside and, in many cases, prepared it specifically for you, so it cannot be resold. There is no automatic exception to this once a missed pickup has been recorded. If you believe there were exceptional circumstances, you can still contact admin@chopawoof.com, and we will consider it, but a refund after a recorded no-show is not something we can promise.

Problems with the food itself

If what you collect is unsafe, spoiled, expired, or materially different from what was described — including a Mystery Bag that does not meet the category, minimum value or exclusions stated before you paid — this is not an ordinary "change of mind" and is not covered by the no-show rule above, even if you have already collected it. Collecting your order does not waive your right to report a genuine problem with it.

What to do:

Check your order's visible condition and contents before leaving the merchant's premises, where practical, and raise anything that looks wrong with the merchant on the spot.
If you only notice the problem afterward, or the merchant cannot resolve it on the spot, contact us at admin@chopawoof.com as soon as you reasonably can, describing what was wrong. Photos help, but we will not refuse to look into a genuine report just because you don't have one.
We will review what happened, which may include asking the merchant for their side, and let you know our decision. If we agree the order was unsafe or materially different from its listing, we will credit your Awoof Balance.

We do not currently have a form for this on the website or in the app — email or the phone number on our FAQ page is the real channel today, and we are working on a built-in option.

Mystery Bags specifically

A Mystery Bag's exact contents are a surprise by design — that is not, by itself, a defect. What you are guaranteed before you pay is the category, the minimum value, the realistic range of possible contents, anything excluded, and known allergens. A refund applies when the bag falls short of what was guaranteed (for example, below the stated minimum value, from the wrong category, containing an excluded item, or unsafe) — not simply because the specific items inside were not what you hoped for.

Where refunded money goes

Every refund under this policy is credited to your Awoof Balance, in full, as soon as it is processed. We do not reverse a charge back to your card or bank account directly. If you would rather have the money paid out than spend it on Chop Awoof, see our Awoof Balance Terms for how to request that.

Partial refunds

Refunds under this policy are for the full amount of the affected order. We do not currently support refunding only part of an order.

Timelines

Automatic refunds (cancellation, rejection, timeout) appear in your Awoof Balance within minutes. A manual review (a reported food problem, or a request to cancel a confirmed order) is typically acknowledged within 2 business days and decided within 7, though a complex case may take longer — we will tell you if it will.

Your statutory rights

Nothing in this policy limits any right you have under the Federal Competition and Consumer Protection Act 2018 or other applicable Nigerian law that cannot lawfully be excluded by agreement.

Last updated: 1 November 2026.