Refund Policy

NiiGo aims to provide customers with a reliable ordering and delivery experience. This Refund Policy explains when a customer may be eligible for a refund for an order placed through the NiiGo Platform.

This policy applies together with the NiiGo Terms & Conditions, Cancellation Policy, and Privacy Policy.

By placing an order through NiiGo, you acknowledge and accept this Refund Policy.

1. General Refund Principles

Refunds may be available where an order cannot be fulfilled, a payment was processed incorrectly, or another circumstance covered by this policy occurs.

Refund eligibility may depend on:

The status of the order.
The reason for the refund request.
Whether the order has been prepared, collected, or delivered.
The type of product or service purchased.
The applicable merchant or service-provider requirements.
Applicable laws and regulations.

Not every order or product is automatically eligible for a refund.

2. Orders Cancelled Before Fulfillment

If an order is cancelled before the merchant or service provider has begun fulfilling it, the customer may be eligible for a refund of amounts paid for the cancelled order.

Where applicable, the refund will be processed using the original payment method or another appropriate method.

3. Merchant-Cancelled Orders

A merchant may cancel an order for reasons including:

Product unavailability.
Incorrect or outdated product information.
Merchant operating conditions.
Inability to fulfill the order.
Other legitimate circumstances.

Where a merchant cancels an order after payment has been successfully received, the customer may be eligible for a refund of the amount paid for the affected order.

4. NiiGo-Cancelled Orders

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

Technical problems.
Payment issues.
Suspected fraud or unauthorized activity.
Merchant or delivery availability.
Operational issues.
Safety or security concerns.
Legal or regulatory requirements.
Circumstances beyond NiiGo's reasonable control.

Where the customer has already paid for an order that NiiGo cancels and no goods or services are provided, the customer may be eligible for a refund, subject to applicable circumstances.

5. Failed or Unsuccessful Payments

A payment may sometimes appear to have been deducted from a customer's account even though an order was not successfully completed.

If a payment is successfully received by NiiGo or its payment provider but the associated order is not completed, NiiGo may investigate the transaction and process an applicable refund or payment reversal.

Customers should retain their transaction or payment reference when reporting such an issue.

Where the payment was not successfully received by NiiGo and the customer's financial institution has placed a temporary hold on the funds, the release of those funds may depend on the relevant payment provider or financial institution.

6. Duplicate Payments

If the same order is accidentally paid for more than once, the customer should contact NiiGo with the relevant transaction information.

After verification, an eligible duplicate payment may be refunded.

7. Incorrect, Missing, or Damaged Orders

If you receive an order that is materially different from what you ordered, contains missing items, or arrives damaged, you should contact NiiGo as soon as reasonably possible.

Where appropriate, NiiGo may investigate the issue with the relevant merchant or delivery partner.

Depending on the circumstances, the resolution may include:

A replacement.
A partial refund.
A full refund for the affected item or order.
Another appropriate resolution.

Customers may be asked to provide information reasonably necessary to investigate the issue.

For certain products, particularly perishable goods, customers should report problems promptly after delivery.

8. Change of Mind

Unless otherwise required by applicable law or expressly stated by a merchant, NiiGo does not guarantee refunds simply because a customer has changed their mind after an order has been accepted or fulfilled.

Customers should review their order carefully before confirming payment.

Certain merchants may voluntarily offer additional return or refund options.

9. Pharmacy and Prescription Orders

Pharmacy and prescription-related orders may be subject to additional refund restrictions because of health, safety, pharmaceutical, and regulatory requirements.

A prescription order may be unable to be fulfilled because:

A prescription cannot be verified.
A prescription is invalid or incomplete.
The requested medicine is unavailable.
The licensed pharmacy determines that the medicine cannot lawfully or safely be dispensed.
Applicable legal or regulatory requirements prevent fulfillment.

Where payment has already been made and the order cannot be fulfilled, NiiGo will work with the relevant pharmacy and payment provider to determine the appropriate refund or payment resolution.

Because medicines and health-related products may be subject to special legal and safety requirements, customers should not return or dispose of medicines unless instructed to do so by the relevant pharmacy or in accordance with applicable requirements.

10. Refunds for Partially Fulfilled Orders

If only part of an order can be fulfilled, the customer may be eligible for a refund for items that were not supplied.

Where appropriate, the final amount charged may be adjusted to reflect the items actually fulfilled.

The applicable resolution may depend on the merchant, order status, payment method, and circumstances of the order.

11. Delivery-Related Refunds

A delivery problem does not automatically entitle a customer to a refund.

However, a refund or other resolution may be considered where an order:

Cannot reasonably be delivered.
Is lost during delivery.
Is materially damaged during delivery.
Is returned because of a verified delivery failure attributable to the merchant or delivery process.
Is otherwise eligible under this policy.

Customers are responsible for providing accurate delivery information and being reasonably available to receive their orders.

Where a delivery fails because incorrect information was supplied by the customer or the customer is unavailable to receive the order, refund eligibility may be limited.

12. Refund Requests

To request a refund, customers should contact NiiGo through the available support channels.

Where necessary, customers may be asked to provide:

Order number or reference.
Payment transaction reference.
Description of the issue.
Relevant photographs or other evidence for damaged or incorrect goods.
Other information reasonably necessary to investigate the request.

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

Submitting a refund request does not automatically guarantee approval.

13. Refund Investigation

NiiGo may review relevant information before approving a refund.

This may include:

Order records.
Payment records.
Merchant records.
Delivery records.
Customer communications.
Product information.
Prescription verification information where applicable.
Other relevant transaction information.

NiiGo may reject refund requests where available evidence indicates that the order was correctly fulfilled or where the request does not meet the requirements of this policy.

Fraudulent or abusive refund requests may result in account restrictions or termination.

14. Refund Processing

Once a refund has been approved, NiiGo or the relevant payment provider will initiate the refund using the applicable payment method or another appropriate method.

The time required for the refunded funds to appear in a customer's account may vary depending on:

Payment method.
Payment provider.
Bank or financial institution.
Transaction processing times.
Weekends and public holidays.

NiiGo does not control processing times imposed by third-party financial institutions.

15. Service Charges and Other Fees

Where an order is eligible for a refund, the amount refunded may depend on the reason for the refund and the specific charges associated with the transaction.

Where applicable, certain fees may be non-refundable unless the refund is required by law or the fee relates to a service that was not provided.

The applicable refund amount will be determined based on the circumstances of the transaction.

16. Cash or Other Payment Methods

Where an order was paid using a payment method that does not support automated refunds, NiiGo may use another reasonable method to process an approved refund.

Additional verification may be required to protect customers against fraud.

17. Promotional Credits and Discounts

Where an order was placed using a promotional discount, coupon, voucher, referral credit, or other promotional benefit, the refund amount may be adjusted to reflect the actual amount paid by the customer.

Promotional credits or discounts are not necessarily refundable or convertible into cash.

Additional promotional terms may apply.

18. Non-Refundable Circumstances

Subject to applicable law, a refund may not be available where:

The order was correctly fulfilled.
The customer provided incorrect delivery information.
The customer was unavailable to receive the order.
The customer caused or contributed to the loss or damage of the product.
The customer has already consumed, used, altered, or damaged the product.
The refund request is fraudulent or abusive.
The request falls outside applicable refund conditions.
The relevant product or service is subject to legal or safety restrictions preventing return or refund.

This list is not exhaustive.

19. Consumer Rights

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

Where applicable law provides a customer with a mandatory right to a refund, replacement, repair, cancellation, or other remedy, that right will continue to apply.

20. Changes to This Refund Policy

NiiGo may update this Refund Policy from time to time to reflect changes in our services, business practices, technology, or applicable legal and regulatory requirements.

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

21. Contact Us

For refund questions or requests, please contact NiiGo.

NiiGo

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

Address:
Central Business District
Koforidua, Ghana