Cancelation Policy

This Cancellation Policy explains when orders placed through the NiiGo Platform may be cancelled and what may happen after an order is cancelled.

This policy applies to customers, merchants, and other parties involved in fulfilling orders through NiiGo and should be read together with the NiiGo Terms & Conditions and Refund Policy.

1. General Cancellation Principles

An order may be cancelled by:

The customer.
The merchant or service provider.
NiiGo.
A participating pharmacy where applicable.
In certain circumstances, a delivery partner may be unable to complete a delivery, resulting in cancellation or another appropriate resolution.

Whether an order can be cancelled may depend on its current status.

For example, cancellation may be easier before a merchant has started preparing an order and may become restricted once an order has been prepared, collected, or dispatched.

2. Customer Cancellation

Customers may request cancellation of an order through the available NiiGo cancellation functionality or by contacting NiiGo support where applicable.

A customer may generally request cancellation before the order has progressed too far into the fulfillment process.

Once a merchant has accepted or started preparing an order, cancellation may no longer be available or may be subject to different conditions.

Customers should therefore review their order carefully before confirming it.

3. Cancellation Before Merchant Acceptance

Where an order has not yet been accepted by the merchant, a customer may generally request cancellation.

If payment has already been successfully processed, any applicable refund will be handled in accordance with the NiiGo Refund Policy.

4. Cancellation After Merchant Acceptance

Once a merchant has accepted an order, the merchant may begin preparing or processing it.

At this stage, a customer may not always be able to cancel the order.

If cancellation is requested after fulfillment has begun, NiiGo may need to determine whether cancellation is possible based on:

Order status.
Merchant preparation status.
Product type.
Whether the order has been collected.
Whether the order has been dispatched.
Applicable merchant policies.
Applicable laws and regulations.

Where cancellation is approved, any applicable refund will be determined under the NiiGo Refund Policy.

5. Merchant Cancellation

A merchant may cancel an order where reasonably necessary, including because:

A product is unavailable.
The merchant cannot fulfill the order.
The merchant is temporarily unable to operate.
Product information or availability was incorrect.
There is a problem with the order.
Fulfillment would violate applicable requirements.
Other legitimate operational circumstances arise.

Where a customer has already paid for an order that the merchant cancels and the order is not fulfilled, the customer may be eligible for a refund in accordance with the Refund Policy.

6. NiiGo Cancellation

NiiGo may cancel an order where reasonably necessary, including because of:

Suspected fraud or unauthorized activity.
Payment problems.
Technical issues.
Merchant availability.
Delivery availability.
Safety or security concerns.
Legal or regulatory requirements.
Incorrect or incomplete information.
Operational circumstances beyond NiiGo's reasonable control.

Where payment has already been received and the order is not fulfilled, NiiGo will determine the applicable refund or payment resolution in accordance with the Refund Policy.

7. Pharmacy and Prescription Order Cancellation

Pharmacy orders may be subject to additional cancellation requirements.

A pharmacy or NiiGo may cancel or decline a prescription-related order where:

A valid prescription cannot be provided where required.
A prescription cannot be verified.
The prescription is incomplete or invalid.
The requested medicine is unavailable.
The licensed pharmacy determines that the medicine cannot lawfully or safely be dispensed.
Applicable pharmaceutical, health, or regulatory requirements prevent fulfillment.

Once a pharmacy order has been dispensed or otherwise progressed beyond a stage where cancellation or return is legally or safely possible, cancellation may be restricted.

Where payment has already been made for an order that cannot be fulfilled, the applicable refund will be handled in accordance with the NiiGo Refund Policy and applicable requirements.

8. Cancellation Due to Delivery Problems

An order may be cancelled where delivery cannot reasonably be completed.

Circumstances may include:

No delivery partner being available.
The delivery location being inaccessible.
Incorrect delivery information.
The customer being unavailable after reasonable delivery attempts.
Safety concerns.
Road closures or access restrictions.
Other circumstances preventing successful delivery.

Where the customer provided incorrect information or was unavailable to receive the order, the customer may not always be entitled to a full refund.

The applicable outcome will depend on the circumstances and the NiiGo Refund Policy.

9. Customer Unavailability

Customers are responsible for being reasonably available to receive their orders.

If a delivery partner arrives at the provided delivery location and the customer cannot be reached, the delivery partner may attempt to contact the customer using the contact information associated with the order.

If the order cannot be delivered after reasonable attempts, it may be returned, cancelled, or otherwise handled according to the circumstances.

Perishable, prepared, or other specially handled products may be subject to additional restrictions.

10. Cancellation of Part of an Order

Where technically and operationally possible, a customer may request cancellation of individual items rather than the entire order.

The ability to cancel individual items may depend on:

Whether the merchant has started preparing the item.
Whether the item has already been collected.
Product type.
Order status.
Merchant requirements.

Where an item is successfully cancelled, any applicable refund will be calculated based on the affected item and relevant charges.

11. Automatic Cancellation

NiiGo may automatically cancel an order in certain circumstances, including where:

The merchant does not accept the order within the applicable operating process.
A required payment is not successfully completed.
The merchant becomes unavailable.
Delivery cannot reasonably be arranged.
A technical or operational issue prevents fulfillment.
Fraud or security concerns are detected.
Fulfillment would violate applicable requirements.

Where an automatic cancellation occurs after payment has been received, any applicable refund will be handled in accordance with the Refund Policy.

12. Cancellation and Refunds

Cancellation and refunds are separate processes.

Cancelling an order does not automatically mean that the customer will receive a full refund in every circumstance.

The refund amount, if any, depends on:

When the cancellation occurred.
Why the order was cancelled.
Whether fulfillment had started.
Whether products or services had already been provided.
The type of product or service.
Applicable merchant or pharmacy requirements.
Applicable law.

For more information, see the NiiGo Refund Policy.

13. Payments Made Before Cancellation

If a customer has paid before an order is cancelled, NiiGo may need to verify the payment and order status before processing any applicable refund.

If a payment was never successfully received by NiiGo or its payment provider, there may be no refund for NiiGo to process. In such circumstances, a temporary authorization or hold may be released by the relevant financial institution or payment provider.

Processing times may vary depending on the payment method and financial institution.

14. Cancellation Requests and Support

If you experience a problem with an order and cannot cancel it through the Platform, you should contact NiiGo support as soon as possible.

When contacting support, provide:

Order number or reference.
Customer account information where required.
Reason for cancellation.
Relevant payment or transaction reference where applicable.

NiiGo may contact the merchant, pharmacy, delivery partner, or payment provider to verify the request.

15. Abuse of the Cancellation System

Customers must not abuse the cancellation system.

Examples of prohibited conduct include:

Repeatedly placing and cancelling orders without a legitimate reason.
Providing false information to obtain refunds.
Attempting to receive products without payment.
Manipulating order status or Platform functionality.
Using multiple accounts to circumvent cancellation restrictions.
Coordinating fraudulent cancellations with merchants or delivery partners.

NiiGo may restrict, suspend, or terminate accounts associated with fraudulent or abusive activity.

16. Merchant Responsibilities

Merchants are expected to maintain accurate information about:

Product availability.
Operating hours.
Order acceptance.
Fulfillment status.
Products and services offered.

Merchants should promptly update NiiGo where they are unable to fulfill an accepted order.

Repeated unnecessary cancellations by a merchant may result in operational review or other action under NiiGo's merchant policies.

17. Events Outside NiiGo's Control

NiiGo may cancel or modify an order where circumstances outside its reasonable control make fulfillment impossible or unsafe.

Such circumstances may include:

Severe weather.
Major traffic disruptions.
Natural disasters.
Public emergencies.
Network or telecommunications failures.
Payment-system outages.
Government restrictions.
Security incidents.
Other events beyond NiiGo's reasonable control.

Where appropriate, NiiGo will communicate the cancellation and any applicable refund or alternative resolution.

18. Consumer Rights

Nothing in this Cancellation Policy is intended to remove or restrict any rights that customers may have under applicable consumer protection or other laws.

Where applicable law provides a customer with a mandatory right to cancel an order or receive a refund or other remedy, that right will continue to apply.

19. Changes to This Cancellation Policy

NiiGo may update this Cancellation Policy from time to time to reflect changes in our services, business practices, technology, or applicable laws and regulations.

Any updated version will be published on the Platform with a revised Last Updated date.

20. Contact Us

If you have questions about cancelling an order, please contact NiiGo.

NiiGo

Website: niigo.app
Email: support@niigo.app
Phone: +233 59 866 3756

Address:
Central Business District
Koforidua, Ghana