This policy explains how returns, refunds and replacements work on Vasrel.
Introduction
Everything on Vasrel is perishable and made for the person who ordered it. Once a chef or vendor starts work, we can't resell it, so we don't take returns or refund a change of mind.
This page covers what we do refund and how to claim it. It doesn't take away any right you have under Nigerian consumer law.
Cancelling
Cancel any time before your chef or vendor starts preparing, and you get everything back. After that the order is locked. Drop orders lock at the cutoff shown on the drop.
Your order status is shown in the app, so you can see which stage you're at.
Full refunds
- Your order doesn't arrive
- The chef or vendor cancels, or can't fulfil it
- We cancel a drop
- You get the wrong items
- Food arrives spoiled, damaged, or unsafe to eat
Partial refunds
Where only part of an order is affected, we refund that part. That covers items missing from an otherwise correct delivery, items that turn out to be unavailable, weight or quantity noticeably below what was listed, and one vendor's items being wrong in a basket that came from several.
Frozen and chilled items are refunded in full or in part depending on the condition they arrive in.
Small weight variation on fresh produce and cut protein is normal and isn't refunded. A noticeable shortfall is.
What we don't refund
- You changed your mind after preparation started
- Nobody was available at the address, the phone was off, or the address was wrong
- The food was eaten or used before you told us, unless it made someone ill
- You raised it somewhere other than the app, so we can't verify it
Reporting a problem
Tell us through the app, with photos of the items as they arrived.
Missing items, wrong items and shortfalls should be reported on the day of delivery, while we can still check them against the delivery record. Problems you couldn't reasonably have seen on the day, like something wrong inside a sealed or frozen item, should be reported as soon as you find them.
If there's a safety problem, report it immediately and keep the item. Don't throw it away. We may need to collect it.
Getting your money back
We hold your payment until delivery is confirmed, so approved refunds come out of funds we're already holding.
Card payments go back to the card you paid with. Transfers go back to your bank account. How long it takes depends on your bank and our payment processor, and we'll tell you what to expect when the refund is approved.
Delivery fees come back when the order didn't arrive, or when the whole order is refunded.