REFUND AND RETURN POLICY
Last Updated: November 27, 2025
At Basudo, we aim to ensure a smooth, reliable, and satisfying food ordering experience for all users. Because Basudo operates as a marketplace that connects users with independent student chefs, our refund and return process is structured to reflect how meals are prepared, delivered, and fulfilled on campus.
Please read this Refund & Return Policy carefully before placing an order.
1. GENERAL OVERVIEW
Basudo facilitates ordering and delivery of meals prepared by independent student chefs (“Vendors”).
All meals listed on the platform are made to order, perishable, and time-sensitive.
For this reason, refunds and returns follow strict guidelines.
Basudo reserves the right to modify this policy at any time.
2. NON-RETURNABLE ITEMS (NO RETURNS PERMITTED)
Because food items are perishable, Basudo does not accept returns of any meal delivered or picked up through the platform.
All meal orders are final once prepared.
3. ELIGIBILITY FOR REFUNDS
Refunds may be issued only under the following approved circumstances:
3.1 Order Not Delivered
You will receive a refund if:
The Vendor accepted your order,
The meal was prepared,
But no Rider delivered the order before the end of the delivery window,
And no successful pickup occurred.
3.2 Vendor Did Not Prepare the Meal
A full refund will be issued automatically if:
The Vendor fails to accept or prepare the order,
Or cancels due to unavailability or unforeseen issues.
3.3 Wrong or Missing Items
If the order delivered is significantly different from what you paid for (e.g., missing major components), you may request a partial or full refund.
The Vendor must confirm the error.
3.4 Payment Issues (Duplicate Charges)
A refund will be processed if:
You were charged more than once for the same order, or
There was a verified payment processing error.
4. CASES WHERE REFUNDS WILL NOT BE GRANTED
Refunds will NOT be issued for the following:
4.1 Change of Mind After Order Acceptance
Once a Vendor has accepted or started preparing the order, no refunds will be granted.
4.2 Minor Dissatisfaction or Preference Issues
Refunds will not be granted for:
Taste preferences
Portion size expectations
Spice levels
Non-critical presentation concerns
4.3 Delays Caused by Circumstances Beyond Basudo’s Control
Including:
Traffic
Weather
Campus restrictions
Limited rider availability
Electricity failures at the Vendor location
4.4 Food That Has Already Been Consumed
If the majority of the meal has been eaten, no claim can be made.
5. HOW TO REQUEST A REFUND
To request a refund, users must submit a complaint within 1 hour of delivery through any of the following:
The Basudo in-app support channel (when active)
The support WhatsApp line
Email: basudoco@basudo.com.ng
Required Information:
Order ID
Photo/video proof (if applicable)
Description of the issue
Time of the occurrence
Basudo may contact the Vendor or Rider to verify details.
6. REFUND PROCESSING TIMELINE
Once approved:
Basudo Wallet refunds: Within 24–48 hours
Bank refunds: Within 3–7 business days depending on the bank
Card refunds: Within 5–14 business days depending on the processing network
7. COMPENSATION & CREDIT
In some cases, instead of a monetary refund, Basudo may provide:
Meal credits
Discount vouchers
Free delivery vouchers
This will be determined case-by-case.
8. VENDOR RESPONSIBILITIES
Student chefs must:
Accurately prepare orders
Follow stated preparation times
Notify Basudo immediately of stock shortages
Avoid misrepresentation of meals
Vendors who repeatedly fail to meet standards may be suspended from the platform.
9. BASELINE QUALITY ASSURANCE
Basudo expects all student chefs to maintain:
Clean cooking environments
Safe food handling
Honest food descriptions
Fresh ingredients
Basudo may mediate but does not guarantee food quality, since Vendors operate independently.
10. CONTACT US
For refund disputes or questions:
📧 basudoco@basudo.com.ng
📞 08165098026