Effective Date: 1 November 2026

Platform: STONESJOE Eats
STONESJOE LIFESTYLE LTD

1. Introduction

At STONESJOE Eats, customer satisfaction, food quality, and fair treatment are important to us.

This Refund and Returns Policy explains how customers can request refunds, report order problems, and seek assistance with cancellations or unsatisfactory food orders.

STONESJOE Eats connects customers with participating restaurants and food businesses through an online ordering platform.

We aim to handle complaints fairly, transparently, and in accordance with applicable Nigerian consumer protection laws.

2. Eligibility for Refunds

Customers may qualify for a full or partial refund depending on the circumstances of their order.

Refund requests may be considered in the following situations:

A. Order Not Delivered

A customer has paid for an order but does not receive it, and the failure cannot reasonably be attributed to the customer.

B. Incorrect Order

The restaurant delivers a substantially different meal from what the customer ordered.

C. Missing Items

One or more paid items are missing from the delivered order.

D. Damaged or Unsafe Food

Food arrives damaged, contaminated, spoiled, or otherwise unsafe for consumption.

E. Restaurant Cancellation

A restaurant cancels an order after payment has been successfully processed.

F. Duplicate or Incorrect Charges

A customer is charged more than once for the same order or is incorrectly charged.

Refund eligibility and the appropriate remedy will depend on the evidence, circumstances, and applicable law.

3. Food Returns

Due to hygiene, safety, and the perishable nature of prepared meals, physical returns are generally not required or accepted.

Customers should not send food back to a restaurant unless specifically instructed to do so through an approved support process.

This restriction does not remove a customer’s statutory rights where food is defective, unsafe, or does not meet applicable legal requirements.

4. Order Cancellation Policy

Customers may request cancellation before their order has been completed.

Before Restaurant Acceptance

Where an order has not yet been accepted or prepared, cancellation may qualify for a full refund.

After Food Preparation Begins

Where a restaurant has started preparing an order, cancellation eligibility may depend on the circumstances and applicable consumer protection requirements.

After Dispatch

Once an order has been dispatched, cancellation may be restricted because of the perishable nature of the food.

However, customers remain entitled to applicable remedies where the order is defective, incorrect, unsafe, or otherwise fails to meet legal requirements.

5. How to Request a Refund

Customers experiencing an order problem should contact STONESJOE Eats Support as soon as reasonably possible.

To help us investigate, customers should provide:

Order number.
Name associated with the order.
Restaurant name.
Description of the problem.
Photographs or other relevant evidence, where available.
Payment confirmation, if necessary.

Customers should report food safety concerns promptly and avoid consuming food they reasonably believe is unsafe.

Failure to provide photographs alone will not automatically invalidate a legitimate complaint.

6. Refund Review Process

Once a complaint is submitted, STONESJOE Eats will:

Acknowledge the complaint within a reasonable period.
Review the order information and available evidence.
Contact the restaurant or delivery provider where necessary.
Determine the appropriate resolution.
Communicate the outcome to the customer.

Depending on the circumstances, resolutions may include:

Full refund.
Partial refund.
Replacement order, where appropriate and accepted by the customer.
Another remedy agreed with the customer and permitted by law.

7. Refund Processing

Approved monetary refunds will generally be returned through the original payment method where technically possible.

Processing times depend on the payment provider, financial institution, and payment method.

Customers will be informed of the refund status and any available processing estimate.

STONESJOE Eats will comply with applicable legal requirements concerning refund timing and consumer remedies.

8. Delivery-Related Complaints

Customers may report delivery-related issues, including:

Orders that do not arrive.
Delivery to an incorrect address.
Missing items.
Food damaged during transportation.
Unreasonable delays that materially affect the order.

Complaints will be reviewed according to the circumstances and the responsibilities of the restaurant, delivery partner, and platform.

Where the customer provides an incorrect delivery address or cannot reasonably be contacted, the available remedy may differ.

Nothing in this section removes rights provided under applicable law.

9. Situations Where Refunds May Be Declined

A refund request may be declined where an investigation reasonably establishes that:

The order was delivered correctly and in acceptable condition.
The complaint is fraudulent or materially misleading.
The customer is seeking a refund solely because of a change of preference after food preparation.
The problem resulted solely from incorrect information provided by the customer.

These considerations are subject to applicable consumer protection laws.

A refund will not be refused solely because the food has been opened or consumed where a legally valid complaint concerns defective or unsafe food.

10. Restaurant Partner Responsibilities

Participating restaurants must:

Prepare meals according to accepted orders.
Maintain appropriate food safety standards.
Provide accurate menu descriptions.
Package food appropriately.
Cooperate with legitimate complaint investigations.
Comply with applicable refund and consumer protection obligations.

Repeated or serious violations may result in restaurant account restrictions or termination, subject to applicable agreements and law.

11. Payment Disputes

Customers who believe a payment was processed incorrectly should contact STONESJOE Eats Support.

Customers may also have rights to raise disputes through their bank or payment provider.

STONESJOE Eats may request relevant transaction information to investigate payment issues.

Customers should never disclose their banking passwords, card PINs, or one-time passwords to restaurant partners or support personnel.

12. Consumer Rights

This policy is intended to comply with applicable Nigerian consumer protection requirements, including the Federal Competition and Consumer Protection Act 2018.

Nothing in this policy excludes, restricts, or overrides consumer rights and remedies that cannot legally be waived.

Where applicable law provides greater protection than this policy, the law will prevail.

13. Changes to This Policy

STONESJOE Eats may update this Refund and Returns Policy to reflect operational improvements, legal requirements, or changes to platform services.

The latest version will be published on our website with its effective date.

Changes will not retrospectively remove rights already acquired by customers under applicable law.

14. Contact STONESJOE Eats Support

For refund requests, order complaints, or payment disputes, please contact:

STONESJOE Eats Customer Support

Website
Email:support@eats.stonesjoe
Business Address:3 ENGR. UCHE AGWU STREET OPPOSITE FIRST QUARRY BMUKO,BWARI.

Elevating Everyday Living.