Effective Date: 1 November 2026

Platform: STONESJOE Eats

1. Introduction

STONESJOE Eats is committed to fair and transparent handling of order cancellations, payment disputes, and refund requests.

This policy applies to food orders placed through the STONESJOE Eats platform.

Because prepared meals are perishable, cancellation and refund procedures may differ from those used for ordinary retail products.

Nothing in this policy limits consumer rights provided under applicable Nigerian law.

2. When Customers May Receive Refunds

Customers may qualify for a full or partial refund where:

A paid order is not delivered.
A restaurant cancels an accepted order.
Incorrect food items are supplied.
Paid items are missing.
Food arrives spoiled, contaminated, or unsafe.
An order is materially different from its description.
A duplicate payment occurs.
Another circumstance creates a legal entitlement to a refund.

Refund eligibility will be determined by the circumstances and applicable law.

3. Cancelling an Order

Before restaurant acceptance

Customers may request cancellation before the restaurant accepts an order.

Where payment has been completed and the order is cancelled before acceptance, a full refund will ordinarily be appropriate.

After restaurant acceptance

Cancellation may remain possible, depending on whether food preparation has started.

After preparation begins

Cancellation requests may be restricted because ingredients, preparation time, and restaurant resources have already been committed.

However, customers retain applicable rights where food or services are defective or otherwise fail to meet legal requirements.

After dispatch

Cancellation may be restricted once the order is dispatched.

Refund requests involving delivery failures, unsafe food, or incorrect orders will still be considered.

4. Food Returns

Prepared food generally cannot be returned for resale because of hygiene and food safety requirements.

Customers should not physically return meals unless instructed through an approved support process.

This does not prevent customers from requesting legally available remedies for defective or unsafe food.

5. How to Request a Refund

Customers should contact STONESJOE Eats Support promptly.

Include:

Order number.
Restaurant name.
Description of the issue.
Payment confirmation, if relevant.
Photographs or other supporting evidence, where available.

Evidence requests will be proportionate to the complaint.

6. Refund Investigation

STONESJOE Eats may review:

Order records.
Payment status.
Restaurant confirmation.
Delivery information.
Customer complaints.
Relevant supporting evidence.

The restaurant or delivery provider may be contacted where necessary.

7. Available Resolutions

Depending on the circumstances, customers may receive:

Full refund.
Partial refund.
Replacement order, where appropriate and accepted.
Another lawful and mutually agreed resolution.

8. Refund Processing

Approved refunds will generally be processed through the original payment method where possible.

Actual processing times depend on the payment provider and financial institution.

Customers will receive available information about their refund status.

9. Non-Refundable Situations

Refunds may be declined where the evidence reasonably establishes that:

The order was fulfilled correctly.
The complaint is fraudulent.
The customer changed their mind after preparation began.
The customer provided materially incorrect delivery information that caused the failure.

These restrictions do not override statutory consumer protections.

10. Restaurant Responsibilities

Participating restaurants must cooperate with legitimate refund investigations.

Restaurants are responsible for food quality, accurate order preparation, and compliance with applicable food safety obligations.

Financial responsibility for refunds will depend on the circumstances, applicable law, and the Restaurant Partner Agreement.

11. Customer Support

For refund requests or order cancellations:

STONESJOE Eats Support
Email: support@eat.stonesjoe.shop
Contact:

12. Consumer Protection

This policy is subject to the Federal Competition and Consumer Protection Act 2018 and other applicable Nigerian laws.

Nothing in this policy excludes mandatory consumer rights.

Elevating Everyday Living.

Refund and Cancellation Policy