Refund and Cancellation Policy

Before payment

A customer may abandon an unpaid checkout. A bank authorisation, pending debit or reversed Paystack transaction is not a successful Orderly payment. No fulfilment should begin solely because a customer reports a debit.

Cancellation eligibility

• Customers should request cancellation promptly through the seller or Orderly support.
• A seller may decline a change-of-mind cancellation after personalised work, perishable preparation, digital delivery or dispatch has begun, where law permits and this was disclosed before purchase.
• Cancellation cannot remove statutory rights for misdescription, non-delivery, defect, fraud or other mandatory remedy.

Refund eligibility

• Duplicate or erroneous successful charges.
• Seller-approved cancellation before fulfilment.
• Non-delivery, material misdescription, defect or failure to provide an agreed service.
• Other circumstances required by Nigerian consumer law, Paystack rules or card or network procedures.

Process and timing

The customer must provide the Orderly order number, payment reference, reason and reasonable evidence. The seller should respond within two business days. Approved refunds are submitted to Paystack and remain pending until the processor completes them. Bank posting time is outside Orderly’s control. The dashboard and private order page should be used to track status.

Amounts and fees

Refunds may be full or partial and cannot exceed the successfully paid, unrefunded order amount plus any buyer-paid provider fee that is refundable under Paystack’s rules. Orderly has no transaction commission to reverse. Vendor proceeds, buyer fee recovery and provider fees are accounted for separately. Provider fees may not always be recoverable. No party may request a refund and chargeback for the same amount without disclosure.

Chargebacks and abuse

A customer should contact the seller or Orderly first where practical. Orderly may provide transaction and fulfilment evidence to Paystack or financial institutions. Fraudulent, duplicate or abusive claims may result in access restrictions and lawful recovery action.