Overview
At Carryn, we strive to ensure your complete satisfaction with every order. This Refund Policy explains when and how you may request a refund for orders placed through our Platform.
Important: Refund eligibility and processing times may vary depending on the service type, vendor policies, and the circumstances of your request.
Order Cancellation
Before Order Confirmation
You may cancel your order free of charge before the vendor confirms it. Cancelled orders during this window will receive a full refund to the original payment method or wallet.
After Order Confirmation
Once a vendor confirms your order, cancellation may be subject to charges:
| Cancellation Stage | Refund Amount |
|---|---|
| Before preparation starts | Full refund minus 10% cancellation fee |
| During preparation | 50% refund (preparation costs deducted) |
| After dispatch (rider en route) | No refund available |
Refund Eligibility
You may be eligible for a full or partial refund in the following circumstances:
Eligible for Full Refund
- Order not received: Your order was not delivered and we cannot locate it
- Wrong order: You received a completely different order than what you placed
- Technical error: Duplicate charges or payment processing errors
- Vendor cancellation: The vendor cancelled your order
Eligible for Partial Refund
- Missing items: Some items from your order were not included
- Incorrect items: Some items were different from what you ordered
- Quality issues: Items arrived damaged, spoiled, or not as described
- Late delivery: Significant delay beyond estimated time (case-by-case basis)
Not Eligible for Refund
- Change of mind after order confirmation
- Incorrect delivery address provided by customer
- Customer unavailable at delivery location
- Orders not matching personal taste preferences
- Items consumed or used before complaint is raised
Service-Specific Policies
Food Delivery
Food quality complaints must be reported within 2 hours of delivery. Photo evidence may be required. Refunds are not available for items that have been significantly consumed.
Gas Refill
Gas cylinder issues must be reported at the time of delivery. Cylinders that fail safety checks can be exchanged or refunded within 24 hours.
Laundry Services
Claims for damaged or lost items must be made within 24 hours of receiving your items. Documentation of the items' condition before pickup is helpful for claims.
Courier/Package Delivery
Claims for lost or damaged packages must be reported within 48 hours of expected delivery. Proof of contents and value may be required for high-value items.
Pharmacy Delivery
Medication refunds are subject to pharmacy regulations. Opened or used medications cannot be refunded. Report any issues within 24 hours.
How to Request a Refund
- In-App Request: Go to your order history, select the order, and tap "Report Issue" or "Request Refund"
- Provide Details: Describe the issue and upload photos if applicable
- Wait for Review: Our team will review your request within 24-48 hours
- Receive Resolution: We'll notify you of the decision and process the refund if approved
You can also contact our support team directly:
- Email: support@carryn.app
- In-app live chat support
Refund Processing
Processing Time
| Refund Method | Processing Time |
|---|---|
| Carryn Wallet | Instant (within minutes) |
| Card Payment | 3-7 business days |
| Bank Transfer | 3-5 business days |
| Mobile Money | 1-3 business days |
Refund Method
Refunds are typically processed to your Carryn Wallet for immediate use. You may request a refund to your original payment method, which may take longer to process.
Wallet Credits
In some cases, we may offer wallet credits instead of a monetary refund. Wallet credits:
- Can be used for any future order on Carryn
- Do not expire
- Are non-transferable
- Cannot be converted to cash
Disputes
If you disagree with our refund decision, you may escalate your case by:
- Replying to the resolution email with additional information
- Contacting our support team with your case reference number
- Writing to disputes@carryn.app for review by our disputes team
We aim to resolve all disputes fairly and promptly.
Contact Us
If you have questions about our Refund Policy or need assistance with a refund request, please contact us:
Email: support@carryn.app
Live Chat: Available in the Carryn app
Address: Lagos, Nigeria