Refund and Dispute Policy

Last Updated: 17th October 2026

This policy explains when customers on Redia get their money back, and how we handle problems with an order. It forms part of our Terms and Conditions.

1. How Payment Works

• You only pay once a shopper has accepted your order. If no shopper accepts it, you are not charged.
• Your payment covers the items, the shopper's service fee and the delivery fee.
• Redia holds your payment until the order is complete. The shopper and dispatch rider are only paid after you confirm delivery, or 24 hours after the order is marked delivered if you don't raise a problem.

2. When You Get a Refund

• Order not delivered: a full refund.
• Order cancelled after payment but before shopping begins: a full refund.
• Items unavailable in the market: a refund of the price of the missing items.
• Missing, wrong or damaged items: a refund of the price of those items.
• Items of clearly poor quality, such as spoiled food: a refund of the price of those items.
• Charged twice for the same order: a refund of the extra charge.

Refunds are not given for a change of mind once shopping has started, or for items that match the order and are in good condition.

3. How Refunds Are Paid

• Orders paid from your Redia wallet are refunded to your wallet.
• Orders paid by card or bank transfer are refunded to the original payment method, or to your Redia wallet if you prefer.
• We aim to approve refunds within 2 business days of your report. Wallet refunds arrive straight away once approved. Card refunds can take 5 to 10 business days to reach your account, depending on your bank.

4. Reporting a Problem

If something is wrong with your order, please contact us within 24 hours of delivery, and before confirming the order in the app, so we can look into it before the shopper and dispatch rider are paid.

Open the order in the app and tap Report a problem. This puts the order under review straight away, and no one is paid until we have resolved it. You can also email [email protected]. Either way, please include:

• Your order reference
• What went wrong, and which items are affected
• Photos of the items, where relevant

5. How We Resolve Disputes

1. We acknowledge your report within 24 hours.
2. We review the order details, the in-app chat between you and the shopper, and any photos, and we ask the shopper and dispatch rider for their account.
3. We aim to give you a decision within 3 business days, and we tell you what we decided and why.
4. If a refund is due, we pay it as described above. If a shopper or dispatch rider was at fault, we may withhold or recover their payment for the order and take action under our Acceptable Use Policy.

Shoppers and dispatch riders can also raise a dispute about an order the same way, for example if a customer was not available to receive a delivery.

6. Card Chargebacks

Please contact us before asking your bank for a chargeback. We can usually resolve problems faster, and a chargeback for an order that was delivered as ordered may lead to your account being suspended.

7. Contact

Email: [email protected]

Phone: (+234) 803 054 5610

Website: www.rediaapp.com