1. Overview
We want every Africanlicious order to be perfect. When something goes wrong this policy explains when you can cancel, when you can get a refund and how to start a request. It supplements our Terms of Service. Where local consumer law gives you stronger rights, those rights apply.
2. Cancelling an order
- Before the restaurant accepts — cancel from your order page for a full refund.
- After acceptance, before cooking starts — you can usually still cancel for a full refund minus payment processor fees, by contacting support@africanlicious.com.
- Once cooking has started — cancellation is not normally possible because ingredients have been committed for you.
- Scheduled orders — the same windows apply, measured from when the order is released to the kitchen for your slot (usually 30–45 minutes before delivery).
3. Issues with a delivered order
If your order arrives and any of the following is true, contact us within 24 hours:
- Items are missing or wrong.
- Food arrived damaged, cold, spoiled or unsafe.
- An allergen disclosed at checkout was present.
- Delivery was unreasonably late and the food was unusable.
Include a photo and short description so we can investigate quickly. Email complaints@africanlicious.com or open the order in your account and tap "Get help".
4. How refunds are issued
- Approved refunds are issued to your original payment method.
- Credit and debit cards typically take 3–10 business days to settle, depending on your bank.
- Where possible we may offer credit to your Africanlicious account for faster resolution — credit never expires earlier than 12 months and is non-transferable.
- Promo codes and credits used on the original order are restored where the refund is full.
5. Partial refunds and adjustments
If only part of your order is affected we refund the affected items plus a proportional share of delivery and service fees where appropriate. Tips are refunded if the delivery itself failed.
6. Non-refundable items
- Orders cancelled after cooking has started (except for quality or safety issues).
- Gift cards and promotional credits (non-refundable but transferable per their terms).
- Items consumed in full where no defect is reported.
- Failures caused by you (e.g. inaccurate address, unavailable to receive within the delivery window).
7. Chargebacks
Please contact us before raising a chargeback with your bank — we can almost always resolve issues faster. Chargebacks raised in bad faith or for reasons already refunded may lead to suspension of the account.
8. Refunds and partner payouts
Where a refund relates to a Restaurant or Driver fault, the cost may be deducted from that partner's next payout in line with our partner agreement. Africanlicious absorbs the cost where the fault is ours.
9. Statutory consumer rights
This policy is in addition to your statutory rights as a consumer (for example under the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, US state consumer protection laws, Nigeria's FCCPA, or Brazil's Code of Consumer Defense). Nothing in this policy waives those rights.
10. How to start a request
Open the order in your account and tap "Get help", or email one of the following inboxes:
- Order or refund issues — complaints@africanlicious.com
- General support — support@africanlicious.com
- Payment problems — services@africanlicious.com
- Phone — +1 (814) 300 0081