Refund Policy

1. About Goyota

Goyota is a product of Ethiope Connect Limited, a company duly registered under the laws of the Federal Republic of Nigeria. Goyota connects customers with restaurants, supermarkets, stores, vendors, pharmacies, riders and delivery partners through its on-demand marketplace.

2. General Refund Policy

Customer satisfaction is important to us. Refund requests are reviewed individually and may be approved where there is clear evidence that an order could not be completed as agreed.

3. Situations Eligible for Refund

• Your order was charged but was never delivered.
• The vendor was unable to prepare or complete your order.
• Your order was cancelled before preparation or dispatch.
• You received the wrong order.
• Your order arrived significantly incomplete.
• The food or products delivered were damaged due to delivery handling.
• A duplicate payment was successfully processed.
• A technical error caused an incorrect charge.

4. Situations Not Eligible for Refund

• You entered an incorrect delivery address.
• You were unavailable to receive your order.
• The delivery failed because your phone number could not be reached.
• The order was successfully delivered as requested.
• You changed your mind after the vendor had started preparing the order.
• Delays were caused by traffic, bad weather, road closures, security situations or events beyond our control.

5. Food Orders

Due to the perishable nature of prepared food, food items generally cannot be returned after delivery.

6. Grocery, Retail and Pharmacy Orders

Non-perishable items may qualify for refund if they were delivered damaged, incorrect or incomplete.

7. Order Cancellations

Orders may be cancelled before a vendor begins preparing or processing the order. Once preparation or dispatch has started, cancellation may no longer be possible.

8. Refund Processing

• Card payments will be refunded to the original payment method.
• Wallet payments may be credited back to your Goyota Wallet.
• Bank transfer refunds may be processed to an approved bank account.

9. How to Request a Refund

To request a refund, contact Goyota Support with:

• Your order number
• Your registered phone number or email address
• A clear description of the issue
• Photos or evidence where applicable

10. Fraud Prevention

Goyota reserves the right to refuse refund requests that appear fraudulent, abusive, misleading or inconsistent with our records.

11. Changes to This Policy

We may update this Refund Policy from time to time. Updated versions become effective immediately once published on this page.

12. Contact Us

Email: hello@goyota.store