Refund and Cancellation Policy

1. Who this covers

Wisepadi is operated by Prem Concept Ltd. Online payment is optional and available only at some shops. We start the payment through Paystack, and Paystack collects it. The shop is the seller of the goods. This policy covers refunds of money you paid online through Wisepadi. Anything you pay to a shop directly, in the shop, is between you and the shop.

2. Before your payment is confirmed

• The shop sees your order only after your payment is confirmed.
• If you do not finish paying within about 30 minutes, the order is cancelled and no money should be taken. If money was taken and confirmed after the order was cancelled, it is refunded in full.
• If you pay twice for the same order, the extra payment is refunded.

3. When you get a full refund

You are refunded the full amount you paid, including any service fee, when:

• the shop rejects your order;
• the shop does not answer in time, and the order expires;
• the shop does not get your items ready in time, and the order expires;
• the shop cancels your order after accepting it, for any reason;
• you cancel your order before it is ready for pickup (once it is ready you can no longer cancel in the app);
• you decline a substitute the shop offered, which cancels the order;
• you do not collect your items before the pickup hold ends and the order is marked as not collected (no-show);
• your payment was received late or twice, as described above.

We start the refund automatically when the order ends. You do not need to ask. A cancellation or a no-show does not cost you anything from the amount you paid, but repeated cancellations or no-shows can limit your ability to reserve, as the Terms of Use explain.

4. Partial refunds, items the shop cannot supply

If the shop cannot supply some items, it can drop them or offer substitutes. You are then refunded the difference between what you paid and the new total for the items you receive.

• Dropped items: you are refunded their value.
• Substitutes: you have 10 minutes to accept or decline. If you decline, the order is cancelled and refunded in full. If you do not answer, your choice made when you reserved applies: skip the item (refund), accept a similar item, or contact me (treated as skip).
• A substitute that costs more than the original item is never accepted automatically and cannot be used on an order you paid for online. You are never asked to pay extra after you have paid.
• The service fee, if any, is the customer's payment processing cost for online payments. It is part of the total you paid, so a full refund includes it. When items are dropped, you are refunded only the value of those items and the service fee is not reduced. The service fee can change for future orders only.

5. When you do not get a refund

Once you have collected your items, the order is complete and no automatic refund is made. If something is wrong with the goods, such as damage, a wrong item or poor quality, contact the shop first, because the shop is the seller. If you cannot sort it out, email us and we will help where we can. Your rights under Nigerian consumer law are not affected.

6. How long refunds take

We send the refund to Paystack automatically soon after the order ends. After that, the time it takes to reach your card or bank account depends on Paystack and your bank, which we do not control, so we cannot promise a number of days. You can see the status of a refund on your order page. If a refund cannot be sent automatically, our team takes it over and handles it by hand.

7. Where the money goes

Refunds go back to the payment method you used. If that is not possible, we will contact you to arrange another way.

8. Problems and disputes

If you think a refund is missing or wrong, or you see a payment you do not recognise, email info@joeul.com with your order code, which starts with WP, and the email address on your account. We will check the order and the payment and reply. We may ask the shop and Paystack for information. If we agree the refund is due, we will arrange it. Where a card payment is disputed with your bank, we will give Paystack the information it needs. This does not remove any right you have under the law.

9. Changes and contact

We may update this policy and will post the new version here. A change does not affect orders you have already paid for. Contact: Prem Concept Ltd, operator of Wisepadi, info@joeul.com.