Refunds and
service guarantee
1. Why this is published
Most food services make you argue for a refund. We would rather write it down. This is a policy, not a negotiation.
2. If a delivery is late
| How late | What happens |
|---|---|
| Within 30 minutes of your window | We apologise. |
| More than 30 minutes | Half the cost of that meal is credited to your Wallet. |
| It never arrives | Full credit, and a plan extends by one day. |
3. If the food is wrong or below standard
Full refund or replacement, your choice. Tell us the same day where you can, so we can trace the batch.
4. If a plan meal is missed
It is credited and your plan extends by a day. You do not lose the meal.
5. If a dietary requirement is not respected
Full refund, and we investigate it as a food safety incident and write back to you with what we found.
6. How to claim
Message support in the app or write to support@kitcha.ng within 48 hours. Credits appear in your Wallet within two working days. Refunds to the original payment method take up to 10 working days.
7. Wallet balance
You may request the unused balance of your Wallet back at any time.
8. Your legal rights
This policy sits on top of your rights under the Federal Competition and Consumer Protection Act 2018. It does not replace them.
