Returns & Refunds Policy

Prepared food (from restaurants) is perishable and made to order. For health & safety reasons it can never be physically returned once delivered. Instead, this policy sets out when you are entitled to a refund and how to request one.

Supermarket & retail items: perishable groceries — fresh produce, dairy, frozen foods, meat & seafood and baked goods — likewise cannot be returned. Non-perishable items may be returned in store where the vendor accepts returns; bring your order confirmation. Quality or safety problems with any item are handled through the refund process below.

You may be eligible for a full or partial refund if:

• Your order was not delivered.
• Items were missing from your order.
• You received the wrong item(s), or an order significantly different from what you ordered.
• The food or item arrived in an unacceptable condition — for example spoiled, or with tampered/damaged packaging.

• In the app, within 6 hours of delivery: open the order and tap “Report an issue”, choose the affected item(s), tell us what went wrong, and add a photo. This is the fastest route to a refund.
• Your report goes straight to the vendor, who reviews it and — where valid — approves a refund, usually within 24 hours. If they don't respond in time, our support team steps in.
• After the 6-hour window, or for anything the app can't handle, email support@eazychop.com with your order reference and clear photos of the item(s) and packaging, and we'll help.

Approved refunds are processed through our payment provider, Paystack, back to your original payment method — we do not hold customer balances or wallets. Once approved, refunds are typically issued within a few business days, though the time for funds to appear depends on your bank or card provider. Refunds may be full or partial (for example, the value of a missing item).

• You can cancel an order for a full refund before the vendor has accepted and begun preparing it.
• Once preparation has started, the food is committed and the order may no longer be cancellable or refundable.
• A vendor may cancel an order (for example, if an item is unavailable); where they do, you receive a full refund for that order.

eazyChops is a marketplace connecting you with independent vendors and couriers. If there is a disagreement about an order, our support team will review the details from both sides — including order data and any evidence provided — and decide a fair outcome, which may include a full or partial refund. Contact support@eazychop.com to raise a dispute.

• Change of mind after a correct order has been delivered.
• Orders that failed because an incorrect/incomplete address was provided or the customer could not be reached (see our Delivery Policy).
• Minor variations that don't materially affect the order.

Refund and returns questions: support@eazychop.com.