XPRESSDELIVA REFUND & REIMBURSEMENT POLICY

Effective Date: 01/09/2026
Operated by: SOLUTION TECH GLOBAL LTD, Nigeria

At XpressDeliva.store, we want every Customer to shop and order with confidence. Our Refund Policy is designed to provide fair and transparent protection for Customers, Merchants, Restaurants, Service Providers and XpressDeliva, while ensuring that genuine issues are handled promptly and responsibly.

1. When a Refund May Be Approved

A Customer may be eligible for a full or partial refund where:

• An Order was not delivered after being confirmed and paid for.
• The wrong Product was delivered.
• A Product is materially different from its description.
• A Product arrives damaged, defective or unusable, where the issue is attributable to the Merchant or delivery process.
• A required Product is unavailable and the Customer did not agree to a suitable replacement.
• XpressDeliva, the Merchant or delivery Partner is responsible for a confirmed fulfilment failure.
• A duplicate or unauthorized transaction is verified.
• A refund is otherwise required under applicable Nigerian law.

2. Products That Cannot Normally Be Returned

For hygiene, safety, regulatory or perishability reasons, refunds or returns may generally not be available for:

• Prepared food;
• Perishable food, fruits and groceries;
• Opened medicines or health-related Products;
• Opened personal-care or hygiene Products;
• Products customized specifically for a Customer;
• Digital Products or Services already supplied;
• Products damaged after successful delivery due to Customer handling;
• Other Products specifically identified as non-returnable.

Where applicable law provides a mandatory Customer remedy, that right will prevail.

3. Customer Change of Mind

A Customer may not automatically cancel an Order or demand a refund simply because they changed their mind, particularly after:

• preparation has commenced;
• processing has begun;
• dispatch has occurred;
• delivery has been attempted; or
• a customized or perishable Product has been prepared.

Any refund in such circumstances may be subject to applicable cancellation charges, Merchant costs or other reasonable deductions.

4. Reporting a Problem

Customers should report an incorrect, damaged, defective or missing Order as soon as reasonably possible, preferably within 24 hours of delivery.

XpressDeliva may request:

• Order number;
• photographs/videos;
• description of the problem;
• delivery information;
• supporting documentation.

This helps protect Customers and Merchants against fraudulent or unsupported claims.

5. Investigation & Verification

XpressDeliva may investigate a refund request before approving it.

We may consult:

• the Customer;
• Merchant;
• Restaurant;
• Rider;
• payment provider;
• delivery records;
• photographs;
• order records;
• GPS/delivery information;
• other relevant evidence.

Submitting a refund request does not automatically guarantee approval.

6. Merchant Protection

Where a refund results from a Merchant's confirmed fault, the applicable amount may be recovered from the Merchant in accordance with the Merchant Agreement.

Where the Merchant has properly fulfilled the Order and the issue is caused by the Customer, third-party circumstances or circumstances outside the Merchant's reasonable control, the Merchant should not be unfairly charged.

7. XpressDeliva Protection

XpressDeliva is primarily a technology marketplace and facilitator connecting Customers with independent Merchants, Restaurants, Riders and other Partners.

Where appropriate, XpressDeliva may facilitate a refund without accepting liability for the underlying Product or Service supplied by an independent Partner.

Nothing in this Policy excludes liability or rights that cannot lawfully be excluded under Nigerian law.

8. Refund Methods & Timing

Approved refunds will normally be returned through the original payment method, where technically possible.

Processing times may depend on the payment provider, bank or other financial institution.

XpressDeliva is not responsible for delays caused solely by external payment institutions after a refund has been properly initiated.

9. Partial Refunds

Where only part of an Order is affected, XpressDeliva may issue a partial refund rather than cancelling or refunding the entire Order.

Delivery fees, service charges or other charges may be refundable only where the applicable circumstances justify such refund.

10. Fraudulent or Abusive Claims

XpressDeliva reserves the right to investigate repeated, suspicious or potentially fraudulent refund requests.

We may restrict, suspend or terminate accounts where there is reasonable evidence of:

• fraudulent claims;
• false information;
• repeated abuse of the refund system;
• payment fraud;
• manipulation of delivery or Order evidence.

This does not prevent legitimate Customers from exercising their lawful rights.

11. Cancellations

Cancellation rights and applicable charges depend on the Order type, stage of fulfilment and applicable Merchant or service rules.

The XpressDeliva Cancellation Policy forms part of this Refund Policy.

12. Exceptional Circumstances

Refunds may be handled differently where circumstances involve:

• severe weather;
• accidents;
• road closures;
• civil disturbances;
• government restrictions;
• technical/payment failures;
• unavailable delivery routes;
• other events reasonably outside a Party's control.

XpressDeliva will seek a fair and reasonable resolution based on the circumstances.

13. Your Confidence Matters

We will not reject a genuine refund simply to avoid responsibility. At the same time, we must protect Customers, Merchants and XpressDeliva from unjustified or fraudulent claims.

Our goal is simple:

Fair to Customers. Fair to Merchants. Fair to XpressDeliva.

For refund assistance, contact:

XpressDeliva Customer Support
Email: XPRESSDELIVASTORE@GMAIL.COM
Phone/WhatsApp: +2347014242306

XpressDeliva.store
Operated by SOLUTION TECH GLOBAL LTD —