This policy is the complete statement of how cancellations and refunds work on OrderFastNow. It forms part of our Terms of Service, and it is the same set of rules the Platform itself enforces: the terms shown to you at checkout are read from the same configuration that pays refunds, so what you see is what you get. If these figures ever change, the terms displayed at checkout for your Order are the ones that apply to it.
1. The short version
- Booked something? You can cancel; how much comes back depends on how much notice you give, and there is always a full-refund cooling-off hour right after booking.
- Vendor cancelled on you? Full refund, always.
- Vendor went silent on a service you booked? Full refund, automatically.
- Problem with what arrived? Open a dispute; the vendor's payout for that item pauses while we look into it.
- Changed your mind on a pass? Seven days, full refund, if you haven't used a visit.
The rest of this policy is the precise version.
2. Bookable services
You may cancel a service booking any time before it starts. The refund depends on when you cancel:
| When you cancel | Refund |
|---|---|
| Within 1 hour of booking (cooling-off) | 100% |
| 24 hours or more before the start time | 100% |
| Between 24 and 12 hours before the start time | 50% |
| Less than 12 hours before the start time | 25% |
| At or after the start time | No refund |
Three details worth knowing:
a. The cooling-off hour wins. It is measured from the moment you book, and it applies even if the appointment itself is less than 12 hours away. Booking at 9:00 for a 15:00 appointment and cancelling at 9:40 refunds 100%.
b. Boundaries fall in your favour, except the start instant. Cancelling at exactly 24 hours before refunds 100%; at exactly 12 hours before, 50%. At the exact start time, the no-refund rule applies.
c. Partial refunds are split, not lost. On a 50% or 25% refund, the remainder goes to the vendor as cancellation compensation for the slot you held.
If the vendor abandons the booking: where the vendor never confirms the service was delivered and you have not confirmed it either, you are refunded 100% regardless of every tier above, no later than 5 days after the service was due. Refunds below ₦50,000 execute automatically; at or above that, our team reviews before the refund is paid. Once a service has started and the vendor has confirmed delivering it, cancellation closes and disagreements go through a dispute instead; a service dispute can be opened up to 72 hours after the vendor's payment for it was released.
3. Reservable spaces
The same structure, on day boundaries:
| When you cancel | Refund |
|---|---|
| Within 1 hour of booking (cooling-off) | 100% |
| 7 days or more before check-in | 100% |
| Between 7 and 3 days before check-in | 50% |
| Less than 3 days before check-in | 10% |
| At or after check-in time | No refund |
Notice is measured to your check-in time: for per-night bookings, the check-in hour on your arrival date (2:00 pm unless the listing says otherwise); for per-day bookings, the start of your first day; for hourly bookings, your booked start time, all in the space's local time. Boundaries fall in your favour (exactly 7 days refunds 100%; exactly 3 days refunds 50%). Once you have checked in, or been recorded as a no-show, cancellation closes and any disagreement goes through a dispute.
4. Event tickets
The refund policy for a ticket is the one the organiser published, as it stood at the moment you bought the ticket. It is locked to your ticket at purchase and cannot be changed afterwards to your disadvantage. Every published paid event on the Platform is required to state a refund policy, so there is always one on your ticket.
Two overrides always apply, regardless of the organiser's policy: if the event is cancelled entirely, every ticket-holder is refunded in full and notified by email; and if the organiser removes you individually from an event that is still going ahead, you are refunded in full.
5. Physical products
A product Order can be cancelled as a whole before dispatch. Cancellation is available while all of these hold: the Order is still in a cancellable state, every item is still pending or confirmed, no item's payment has been released, settled, or disputed, any event ticket on the same Order is still refundable under its locked policy, and no digital item on the Order has been accessed. If a gate blocks cancellation, the Platform shows the Order's owner the first gate that failed. A whole-order cancellation refunds everything you paid, including the delivery fee.
After dispatch, cancellation closes. If what arrives is damaged, wrong, or never arrives at all, open a dispute on the Order (Section 8).
6. Digital products
Access to a digital product is granted when your payment succeeds. An accessed digital item cannot be cancelled or refunded through cancellation, because it cannot be returned. If a digital item is defective or not as described, open a dispute.
7. Packages and passes
a. Passes: you may withdraw from an access pass within 7 days of purchase for a full refund, self-serve, provided you have not used any visit.
b. Packages: sessions you redeem are treated like delivered services. When a package expires with sessions unredeemed, the unredeemed money does not silently disappear: if none of the sessions were ever redeemed and the amount is below ₦50,000, you are refunded in full automatically; larger amounts, and partially-used packs, are resolved through our team's review.
8. Disputes, and what they do to the money
If something is wrong with any Order Item, open a dispute on the Order from your account (or through your order email, for guest orders). Opening a dispute immediately pauses the vendor's payout for that item, and it stays paused until the dispute is resolved. You can submit evidence, the vendor can respond, and our team decides how the paused funds move: back to you, to the vendor, or split. If a resolution is reopened and redone, both sides are notified and the funds stay paused until it concludes.
Disputes exist to fix real problems quickly. They do not replace your legal rights, and they are not a way around this policy: knowingly false disputes violate our Terms of Service.
9. If the vendor cancels
If a vendor cancels a confirmed item or booking of yours, you are refunded 100% of what you paid for it, regardless of any tier or policy on this page, and OrderFastNow waives its own commission on it.
10. How refund money actually moves
Refunds are issued through Paystack to your original payment method or, where that method cannot receive the refund, to a bank account verified with our team. Once a refund is issued, the time for the money to reach you depends on your bank or card issuer, typically a few business days. Each refund is recorded with its settlement status. If a refund has not reached you in a reasonable time, raise it on the Order's dispute or through support and our team will trace it.
If you paid with a promo code, a refund returns what you actually paid for the item, not the undiscounted price.
11. Your statutory rights
Nothing in this policy limits any right you have under Nigerian consumer protection law, including under the Federal Competition and Consumer Protection Act 2018, that cannot lawfully be limited.
12. Questions
Reach our support team through the in-app support system or at support@orderfastnow.com.