How ChopNow handles refund situations.

ChopNow, a product of Megatek Digital SolutionsLtd ("ChopNow", "we", "us", "our"), is a live ordering and delivery platform. A refund is not a store credit you claim at will; it is tied to a specific order and to what the platform recorded about that order.

When we assess a refund we look at the order record as a whole, including:

• The status the order reached — whether it was completed and delivered, or stopped earlier.
• Payment confirmation — whether and how payment for the order was received.
• Delivery confirmation — including the delivery confirmation code and related handover activity.
• Support history — any help requests, notes and outcomes recorded for the order.

Vendors (not ChopNow) prepare the food and are responsible for its quality, safety and accuracy. ChopNow provides the technology and coordinates delivery.

You do not issue refunds to yourself. A refund on your order comes about in one of two ways:

• Raised by the vendor, reviewed by ChopNow: the vendor raises a refund on the order, and ChopNow reviews and approves it before it takes effect.
• Actioned by ChopNow after a support outcome: where a support case is resolved in your favour, ChopNow actions the refund directly.

If something has gone wrong with an order, the way to start is to request help through support at [email protected] or the in-app help channel. Support reviews the case and, where appropriate, a refund is raised and approved on your behalf.

When a refund is approved, it is credited to your ChopNow Wallet. It is not necessarily returned to the original card or bank account used for the order.

Wallet credit is available immediately and can be used towards your next order. Keeping refunds in the Wallet lets us make you whole quickly, without waiting on payment-provider reversal timelines.

Where an order is refunded, you are made whole for the portion refunded. You receive back what you actually paid for that portion, including the item cost, any platform charge, and the delivery fee attributable to it.

In other words, a refund is designed to return your money for what did not properly reach you rather than to leave you out of pocket for a fee on an order that failed.

The stage the order has reached decides what kind of refund is possible:

• Before an order is completed: the order can be refunded in full — for example when a vendor cannot fulfil it, or the order does not complete. An order closed as undelivered because the recipient could not be reached is not refunded (see section 08).
• Once an order is completed and delivered: only a partial or per-item refund is possible. A completed, delivered order is not reversed in full.

A refund also unwinds the loyalty benefits tied to the order, so that rewards reflect what you actually spent:

• ChopCoins are reversed: ChopCoins earned on a refunded order are removed.
• Rewards or vouchers may be restored: a reward or voucher used on a fully-refunded order may be returned to you.

• Vendor-declined or unfulfilled order: an order that cannot be completed after payment.
• Verified operational or delivery failure: where the records show the order was not delivered as it should have been, for a reason other than the recipient not being reachable.
• Confirmed duplicate or erroneous charge: where the payment records support the claim.
• Approved support or dispute outcome: where a review concludes you should receive a refund credit.

• A properly completed delivery with no verifiable issue.
• Problems caused by inaccurate delivery details that you provided.
• Claims that conflict with the order record, delivery-confirmation activity, or support history.
• Misuse, fraud, charge abuse, or other bad-faith activity.

Orders sent outside your delivery town. Orders are delivered to the address provided at checkout. Please ensure the recipient is reachable and the address is correct and within the selected delivery location. Orders sent outside the selected delivery location are not eligible for refunds.

When the recipient cannot be reached. If the rider arrives and the recipient cannot be reached, we will notify you, try to reach you on your main and alternate phone numbers, and the rider will wait at least 15 minutes. If no one can be reached in that time, the order is closed as undelivered and no refund will be issued, as the food has already been prepared and the rider has travelled. The food is not held or delivered again. This applies equally when you order from outside the selected delivery location for someone within it.

Before deciding, we review the payment records, the order status progression, delivery-confirmation activity, and the support history for the order. Where a case is disputed or the facts are unclear, additional review may be needed and the outcome may take longer.

An order involves more than one participant — you, the vendor, and the rider. When a refund is approved, we reconcile it fairly in line with each participant's role in that order, so that the amounts each side received or is owed reflect what actually happened.

This reconciliation happens behind the scenes. From your side, the important point is simple: your approved refund is credited to your ChopNow Wallet as described above.

Timing varies with the nature of the issue and whether payment-provider confirmation or manual review is needed. Wallet credit for a straightforward, approved case is available immediately, while cases that need investigation can take longer.

We communicate the outcome to you in-app or through support once the review is complete. For refund questions you can reach the team at [email protected].

Customer accounts, ordering and checkout are available only in the ChopNow mobile app; the website is informational and offers a waitlist to join. There is no web sign-up, login or checkout. Riders apply and sign in only in the ChopNow Rider app.

For support, legal notices and data requests, contact us at [email protected]. This policy is governed by the laws of Nigeria, and personal data is handled in line with the Nigeria Data Protection Act and the oversight of the NDPC.

Refunds are handled on a reasonable-effort basis. To the extent permitted by law, ChopNow is not liable for indirect or consequential losses arising from a refund decision; our responsibility for a refunded order is limited to making you whole for the portion refunded as described in this policy.

Changes to these terms. The current version of this policy governs, and continued use of ChopNow after an update means you accept it. We will notify you of material changes in-app or by email.

Effective date: 19 September 2026.