Privacy Policy
Last updated:
Dec 4, 2025
1. GENERAL REFUND PRINCIPLES
Fatafat Abuja operates a marketplace model.
Food and groceries sold on our platform are prepared and fulfilled by independent vendors, while deliveries are completed by registered riders/logistics partners.
Refunds may be issued only in cases where:
The order was not delivered
The order was incorrect (substantially different from what was ordered)
The order was damaged or contaminated
The vendor confirms inability to fulfill the order
Duplicate payments occurred in error
Orders cannot be refunded once preparation has started, unless the vendor agrees.
2. NON-REFUNDABLE ITEMS
The following are not eligible for refunds:
Food orders already prepared by vendors
Perishable items once delivered
Customer dissatisfaction based on taste or personal preference
Orders marked “delivered” but the customer is unreachable
Delivery delays caused by traffic, weather, protests, or factors outside our control
Incorrect delivery address entered by the customer
3. ORDER CANCELLATION
3.1 Customer Cancellations
A customer may cancel an order only if the vendor has not started preparing the item.
Once preparation begins, cancellation is no longer possible.
3.2 Vendor Cancellations
A vendor may cancel an order if:
An item is out of stock
They are unable to fulfill within a reasonable timeframe
There is an operational issue
If this happens, the customer will receive a full refund.
4. DELIVERY ISSUES
4.1 Undelivered Orders
If the rider is unable to reach the customer after 3 attempts and 10 minutes at the delivery location, the order will be marked as “Failed Delivery.”
Refund is not guaranteed, but may be partially considered depending on the vendor’s approval and the condition of the food.
4.2 Incorrect Orders
If you receive the wrong order:
Report within 30 minutes of delivery
Provide pictures as evidence
The vendor will verify and approve refund or replacement
4.3 Damaged or Contaminated Orders
If the food arrives spilled, spoiled, or contaminated:
Share evidence immediately
Once verified, customer may receive a refund or replacement
5. HOW REFUNDS ARE PROCESSED
Refunds are processed through Paystack or your selected payment provider.
Refunds are issued only to the original payment method
Refund processing time is typically 3–10 business days
Fatafat Abuja may issue partial refunds depending on the situation
Refund approval may require confirmation from the vendor and/or rider
6. DISPUTE RESOLUTION
For any dispute regarding your order:
Contact us via WhatsApp or email within 24 hours of delivery
Provide order details and evidence
Our support team will investigate with the vendor and rider
A final decision will be communicated after review
If necessary, disputes may be escalated to the vendor or payment provider.
7. CONTACT US
For refund requests or delivery issues:
📧 support@fatafatabuja.com
📱 +234 703 216 0963
🌐 www.fatafatabuja.com
Our support team is available 7 days a week.
1. GENERAL REFUND PRINCIPLES
Fatafat Abuja operates a marketplace model.
Food and groceries sold on our platform are prepared and fulfilled by independent vendors, while deliveries are completed by registered riders/logistics partners.
Refunds may be issued only in cases where:
The order was not delivered
The order was incorrect (substantially different from what was ordered)
The order was damaged or contaminated
The vendor confirms inability to fulfill the order
Duplicate payments occurred in error
Orders cannot be refunded once preparation has started, unless the vendor agrees.
2. NON-REFUNDABLE ITEMS
The following are not eligible for refunds:
Food orders already prepared by vendors
Perishable items once delivered
Customer dissatisfaction based on taste or personal preference
Orders marked “delivered” but the customer is unreachable
Delivery delays caused by traffic, weather, protests, or factors outside our control
Incorrect delivery address entered by the customer
3. ORDER CANCELLATION
3.1 Customer Cancellations
A customer may cancel an order only if the vendor has not started preparing the item.
Once preparation begins, cancellation is no longer possible.
3.2 Vendor Cancellations
A vendor may cancel an order if:
An item is out of stock
They are unable to fulfill within a reasonable timeframe
There is an operational issue
If this happens, the customer will receive a full refund.
4. DELIVERY ISSUES
4.1 Undelivered Orders
If the rider is unable to reach the customer after 3 attempts and 10 minutes at the delivery location, the order will be marked as “Failed Delivery.”
Refund is not guaranteed, but may be partially considered depending on the vendor’s approval and the condition of the food.
4.2 Incorrect Orders
If you receive the wrong order:
Report within 30 minutes of delivery
Provide pictures as evidence
The vendor will verify and approve refund or replacement
4.3 Damaged or Contaminated Orders
If the food arrives spilled, spoiled, or contaminated:
Share evidence immediately
Once verified, customer may receive a refund or replacement
5. HOW REFUNDS ARE PROCESSED
Refunds are processed through Paystack or your selected payment provider.
Refunds are issued only to the original payment method
Refund processing time is typically 3–10 business days
Fatafat Abuja may issue partial refunds depending on the situation
Refund approval may require confirmation from the vendor and/or rider
6. DISPUTE RESOLUTION
For any dispute regarding your order:
Contact us via WhatsApp or email within 24 hours of delivery
Provide order details and evidence
Our support team will investigate with the vendor and rider
A final decision will be communicated after review
If necessary, disputes may be escalated to the vendor or payment provider.
7. CONTACT US
For refund requests or delivery issues:
📧 support@fatafatabuja.com
📱 +234 703 216 0963
🌐 www.fatafatabuja.com
Our support team is available 7 days a week.