Returns & Refunds Policy

1. About this policy

Speedrop is owned and operated by Techsharks Solution Ltd (RC 9857892), a company registered in Nigeria. Most items sold on Speedrop — such as cooked food and groceries — are perishable, so they generally cannot be returned. This policy explains when you can cancel, when you can get a refund, and how disputes are handled. It should be read with our Terms of Service.

2. Cancelling an order

• You can cancel an order before the merchant begins preparing it, subject to the in-app cancellation window. Once preparation has started, or the order has been collected by a rider, it can no longer be cancelled.
• If a merchant rejects your order, or no rider can be found to deliver it, the order is cancelled and you are refunded in full.
• Parcel (courier) bookings can be cancelled for a full refund until a rider has collected the parcel. Bookings paid by bank transfer that are not paid within 2 hours are cancelled automatically.

3. When you are eligible for a refund

• The order was cancelled or rejected before it was delivered (see above).
• An item is missing, incorrect, spoiled or unsafe to consume.
• The order was not delivered because of a problem on our side or the merchant's.
• You were charged incorrectly or more than once for the same order.

4. When a refund is not available

• You changed your mind after the merchant began preparing the order.
• The delivery failed because you could not be reached or did not respond in time. In that case you can pay the delivery fee again to have the same order redelivered — see our Shipping & Delivery Policy.
• You supplied a wrong or unreachable delivery address or phone number.
• You report a problem that is really a matter of personal taste rather than a fault with the order.

5. Returns

Because food and groceries are perishable, we do not accept physical returns of delivered items. If there is a problem with your order, do not send it back — report it using the steps below and we will handle it with the merchant.

6. How to report a problem

Contact us through the in-app support chat or at hello@speedrop.ng as soon as possible, and within 24 hours of delivery, with your order ID and, where possible, a photo of the problem. Reports made later may not be eligible.

7. How refunds are processed

• We review each report and may check with the merchant and the rider before deciding.
• Refunds are paid by Speedrop (Techsharks Solution Ltd), so you never need to chase the merchant. Card and online payments are refunded to the card or account you paid with, through our payment provider. Parcel bookings paid by bank transfer are refunded by bank transfer to an account in the payer's name.
• Refunds are for the amount affected — the item(s) concerned and, where the whole order failed because of us, the delivery fee too.
• Once approved, refunds usually reach you within 5–10 business days, depending on your bank or card issuer.

8. Disputes between customers and merchants

If you disagree with a merchant about your order, tell us and we will act as a neutral go-between. We will look at the order records, the rider's delivery confirmation and any photos or messages provided by both sides, and make a fair decision. Where a merchant is at fault, Speedrop still refunds you first and then recovers the merchant's share from the merchant under our Merchant Agreement. If you are still not satisfied with our decision, you can reply to us to ask for it to be reviewed again.

9. How merchants are paid, and refunds

When you pay for a marketplace order, our payment provider (Paystack) automatically sends the merchant's share to the merchant, normally the next business day. Merchant settlements are not held until delivery. If you are later refunded, Speedrop pays your refund from its own balance and recovers the merchant's share where the merchant was at fault, as set out in our Merchant Agreement. This does not affect how or when you are refunded. Riders are paid by Speedrop.

10. Contact us

Questions about this policy can be sent to hello@speedrop.ng, or in writing to Techsharks Solution Ltd, No 2 Mosobalaje Street, Shagari Estate, Ipaja, Lagos, Nigeria.