STONESJOE Eats

Elevating Everyday Living

Effective Date: November 1, 2026

1. Introduction

Welcome to STONESJOE Eats.

At STONESJOE Eats, we are committed to providing customers with a reliable, convenient, and enjoyable food-ordering experience.

This Refund & Cancellation Policy explains the circumstances under which customers may request cancellations, refunds, replacements, or other resolutions for orders placed through our platform.

STONESJOE Eats connects customers with participating restaurants and food vendors.

This policy applies to eligible orders placed through the STONESJOE Eats website and any future STONESJOE Eats mobile application.

2. Order Cancellation

2.1 Before Restaurant Acceptance

Customers may request cancellation before a restaurant accepts their order.

If payment has already been completed, an eligible cancellation will qualify for a refund.

2.2 After Restaurant Acceptance

Once a restaurant accepts an order and begins preparing the food, cancellation may not be possible.

STONESJOE Eats will review cancellation requests based on the preparation status and circumstances of the order.

2.3 Restaurant-Initiated Cancellation

If a restaurant cancels an order because of unavailable food items, operational difficulties, or an inability to fulfill the order, customers will be entitled to a refund of the amount paid for the unfulfilled order.

3. Refund Eligibility

Customers may qualify for a full or partial refund in circumstances including:

An order that was paid for but never delivered.
Missing food items.
Incorrect food items.
Food that arrives spoiled, contaminated, or otherwise unsafe.
An order cancelled by the restaurant.
Duplicate payments.
Incorrect charges.
Other circumstances where a refund is required by applicable consumer protection laws.

Refund eligibility will depend on the circumstances of the complaint and the available evidence.

4. Non-Refundable Situations

Refunds may generally be declined when:

A customer changes their mind after food preparation has begun.
A customer provides an incorrect delivery address and the order cannot reasonably be completed.
A customer is unavailable to receive an order despite reasonable delivery attempts.
A customer makes a complaint that cannot be substantiated after a reasonable investigation.

These restrictions do not limit customers’ rights under applicable Nigerian consumer protection laws.

5. Reporting an Order Problem

Customers should report order-related problems as soon as reasonably possible, preferably within 24 hours of delivery.

To request assistance:

Contact STONESJOE Eats customer support.
Provide your order number.
Explain the issue.
Provide photographs or other relevant evidence where available.
Await confirmation that your complaint has been received.

Complaints submitted after 24 hours may still be reviewed, particularly where consumer protection laws require a remedy.

6. Refund Processing

Once a refund request is received, STONESJOE Eats will investigate the complaint.

Where appropriate, we may contact the restaurant, delivery partner, or payment processor.

Customers will be informed of the outcome.

Approved refunds will generally be initiated within 3–7 business days.

The time required for funds to appear in a customer’s account may depend on the bank or payment provider.

Where applicable law requires a shorter timeframe, that requirement will apply.

7. Refund Methods

Approved refunds will normally be returned through the original payment method.

Depending on the payment arrangement, refunds may be processed through:

Debit or credit card.
Bank transfer.
The original supported payment gateway.

Any alternative refund arrangement will require the customer’s agreement and must comply with applicable law.

8. Missing or Incorrect Items

If an order contains missing or incorrect items, customers should contact support promptly.

Depending on the circumstances, STONESJOE Eats may arrange:

A refund for the affected items.
Replacement of the missing or incorrect items.
Another appropriate resolution agreed with the customer.

9. Food Quality and Safety Complaints

Food safety is a priority.

Customers who receive food that appears contaminated, spoiled, or unsafe should stop consuming the affected food and contact STONESJOE Eats support.

We may request photographs, order details, or other relevant information to investigate.

Appropriate remedies will be provided in accordance with applicable law.

10. Delivery Problems

If an order is not delivered, customers should report the issue to STONESJOE Eats.

We will investigate the delivery status with the restaurant or delivery partner.

Where an order is confirmed as undelivered and the customer is entitled to a remedy, an appropriate refund will be provided.

11. Restaurant Partner Responsibilities

Restaurants participating in STONESJOE Eats are expected to:

Provide accurate menu descriptions and prices.
Prepare orders according to accepted food safety standards.
Package food appropriately.
Fulfill accepted orders.
Cooperate with legitimate customer complaints and refund investigations.

STONESJOE Eats may take appropriate action against restaurant partners who repeatedly fail to meet platform requirements.

12. Customer Responsibilities

Customers are expected to:

Provide accurate delivery information.
Remain reasonably available to receive orders.
Report genuine order problems.
Provide accurate information when submitting complaints.
Treat restaurant staff, delivery partners, and customer support representatives respectfully.

13. Consumer Protection

This policy is intended to operate in accordance with applicable Nigerian laws, including the Federal Competition and Consumer Protection Act 2018.

Nothing in this policy excludes or restricts consumer rights that cannot lawfully be excluded or restricted.

14. Changes to This Policy

STONESJOE Eats may update this Refund & Cancellation Policy to reflect operational, regulatory, or service changes.

Updated versions will be published on our website with a revised effective date.

Changes will not retrospectively remove rights that customers have already acquired.

15. Contact STONESJOE Eats

For refund requests, cancellation assistance, or order complaints, please contact STONESJOE Eats through the official support or contact page on our website.

STONESJOE Eats
Contact us
For refund requests, WhatsApp +234 9065632817 or email support@ eats.stonesjoe with your order code.

Elevating Everyday Living.

Refund Policy