Refund Policy

Last updated: January 2026

1. Overview

Nova wants customers to receive the correct items and services as smoothly as possible. This policy explains when refunds may apply.

2. Full Refund

A full refund may apply when:

• The order is cancelled before a rider or dispatch partner accepts it
• A restaurant, vendor, or pickup location is closed
• The requested item is unavailable
• Nova cannot complete the delivery for reasons not caused by the customer

3. Partial Refund

A partial refund may apply when:

• The order is cancelled after a rider accepts it but before pickup
• A cancellation fee may be deducted

Cancellation fee: ₦500

4. No Refund

A refund may not apply when:

• Delivery fails because the customer provided a wrong or incomplete address
• The recipient is unreachable after reasonable contact attempts
• The pickup or drop-off contact provides incorrect information
• The customer requests illegal, unsafe, or prohibited items
• The customer cancels after pickup has already been completed, unless Nova decides otherwise

5. Refund Timeline

Refunds are usually processed within:

5–7 business days

Refunds may be sent to the original payment method, wallet balance, bank account, or another approved refund method depending on the situation.

6. How to Request a Refund

Contact Nova through WhatsApp:

+234 814 931 8901

Include:

• Order number
• Name
• Phone number
• Reason for refund
• Payment proof if available

7. Nova Review

Nova may review refund requests before approval. Nova may reject refund requests that appear fraudulent, abusive, incomplete, or outside this policy.