We want you to be happy with every order. This policy explains when and how you can cancel an order and get a refund. It forms part of our Terms & Conditions.
This document is a general template provided for information. Please have it reviewed by a qualified lawyer before relying on it.
1. Cancelling an order
You can cancel an order free of charge before the vendor accepts and begins preparing it. Once preparation has started, cancellation may not be possible, or a charge may apply to cover work already done, because the vendor has committed time and ingredients to your order.
2. When you're entitled to a refund
You may be entitled to a full or partial refund if:
- Your order never arrived or was cancelled by the vendor after payment.
- Items were missing from your order.
- You received the wrong item, or an item that was damaged, spoiled or of clearly poor quality.
3. How to request a refund
Report the issue through the app or by contacting hello@sebbak.com within 24 hours of delivery. Where possible, include your order number and a photo of the problem. This helps us resolve it quickly.
4. How refunds are paid
Approved refunds are made to your original payment method (for example, back to your mobile money wallet) or, where you prefer, as Tenda credit. Refunds are usually processed within a few business days, though the exact timing depends on your payment provider.
5. Non-refundable situations
Refunds may not be granted where, for example: you gave an incorrect delivery address or were unreachable; you changed your mind after the food was prepared; or the complaint cannot reasonably be verified. Delivery fees may be non-refundable once a rider has been dispatched.
6. Fair use
We review refund requests case by case and in good faith. Repeated or clearly fraudulent refund claims may lead to limits on your account.
7. Contact us
Need help with a refund? Email hello@sebbak.com and we'll sort it out.