We want every NKsereke order to go perfectly. When it doesn't, here's exactly how we make it right.
NKsereke is a marketplace that connects customers with independent local vendors, delivered by our rider network. Understanding how funds flow is key to understanding our refund process.
This escrow model means that if something goes wrong before confirmation, we have the funds available to process your refund promptly.
You may be entitled to a full or partial refund in the following circumstances:
| Situation | Refund Type | Condition |
|---|---|---|
| Order not delivered at all | Full refund | Confirmed non-delivery after investigation |
| Wrong items delivered | Full or partial refund | Photo evidence submitted within 24 hrs |
| Significantly damaged items | Full or partial refund | Damage confirmed not to be customer-caused |
| Order cancelled by vendor | Full refund | Automatic — no action needed from customer |
| Order cancelled before dispatch | Full refund | Cancelled before rider picks up |
| Duplicate payment charged | Full refund of duplicate | Payment records confirmed |
| Item significantly not as described | Partial or full refund | Reported within 24 hrs with evidence |
Refunds are generally not available in the following cases:
Refund requests must be submitted through official NKsereke channels. We do not accept refund claims via social media or phone calls alone.
Our team will acknowledge your request within 2 business hours and begin an investigation. We may contact you, the vendor, or the rider to gather all the facts.
Once a refund decision is made in your favour, processing times depend on your original payment method:
| Payment Method | Processing Time |
|---|---|
| Card payment (Paystack / Flutterwave) | 3 – 7 business days |
| Bank transfer | 2 – 5 business days |
| USSD payment | 3 – 5 business days |
| NKsereke Wallet credit | Immediate (same day) |
Refunds to original payment instruments are subject to processing timelines from your bank or payment provider. NKsereke initiates the refund from our end within 1 business day of a confirmed decision.
Where only part of an order is affected (e.g., one item wrong, one item missing), NKsereke may issue a partial refund proportional to the affected portion of your order.
Our team calculates partial refunds based on the itemised order value shown in the app. Delivery fees are refunded only if the entire delivery was undeliverable or failed through no fault of yours.
When a refund is issued due to a verified vendor fault (wrong item, quality failure, cancelled order), the corresponding amount is deducted from the vendor's wallet balance on the platform. Vendors are notified of all deductions and can raise a counter-dispute through their merchant dashboard within 48 hours.
Vendors who repeatedly generate legitimate refund claims may be subject to account review, higher compliance requirements, or suspension from the platform per our Acceptable Use Policy.
If a confirmed delivery issue is determined to be the rider's fault (e.g., items tampered with, wrong address ignored, unreasonable delay leading to spoilage), NKsereke investigates the rider's account and the customer is refunded from platform funds. We do not pass delivery dispute costs to vendors unless the fault lies with order preparation.
For any questions about this policy or to escalate an unresolved refund request:
NKsereke Technologies Ltd. reserves the right to amend this policy at any time. Continued use of the platform after changes are posted constitutes acceptance. This policy does not limit your rights under applicable Nigerian consumer protection law.