Refund & Cancellation Policy
Draft. This document is pending review by a Nigerian-qualified lawyer and is not final legal text.
1. Package Delivery Cancellations
- You may cancel a package delivery request before a rider has been matched at no charge.
- If a rider has already been matched and is en route to pickup, a cancellation fee may apply Needs input: confirm exact cancellation fee/policy.
- Once a package has been picked up by a rider, the delivery cannot be cancelled, only rerouted where reasonably possible.
2. Food & Vendor Order Cancellations
- Orders may be cancelled free of charge before the vendor begins preparing them.
- Once a vendor has started preparing your order, cancellation may not be possible, or may be subject to a partial charge for items already prepared Needs input: confirm exact policy.
3. Refunds
Refunds may be issued at Okim Logistics' discretion in cases including:
- The order was not delivered due to a platform or rider error
- The wrong item was delivered
- The item arrived damaged due to mishandling by the rider
- A vendor order was cancelled by the vendor after payment
Refunds are not issued for:
- Delays caused by factors outside Okim Logistics' control (e.g., traffic, weather, incorrect address provided by the customer)
- Change of mind after an order has been prepared or picked up
- Items damaged due to inadequate packaging by the sender (package delivery)
4. How to Request a Refund
Contact support through the app or at support@okimlogistics.com within Needs input: number of days, e.g. 48 hours of the delivery in question, with your order reference number.
5. Refund Processing Time
Approved refunds are processed back to your original payment method or Okim wallet within Needs input: processing timeframe, e.g. 5–7 business days.
6. Vendor and Rider Disputes
If a dispute involves a specific vendor or rider, Okim Logistics will investigate using available order and tracking data before issuing a resolution.