Effective Date: 1/2/2025
This Refund Policy governs how refunds, order issues, and disputes are handled on the Africaribana Go platform, operated by Africaribana Businesses INC.
Africaribana Go connects customers with independent restaurants, grocery vendors, and delivery partners. While we strive to ensure a smooth ordering experience, issues may occasionally occur.
This policy outlines when refunds may be issued and how order issues are resolved.
Africaribana Go operates as a technology platform facilitating transactions between customers, vendors, and delivery partners.
Orders placed through Africaribana Go are fulfilled by independent vendors.
Because vendors prepare the food and products, some refund decisions may depend on vendor confirmation.
Customers must report any order issues within 24 hours of delivery.
Reports can be submitted through:
• The Africaribana Go app
• The Africaribana Go website
• Customer support email
Reports submitted after 24 hours may not qualify for refunds.
Customers may be eligible for refunds or credits in situations including:
If items paid for are missing from the order.
Customers may receive:
• Partial refund for missing items
• Platform credit
If the wrong item was delivered.
Possible resolutions include:
• Refund of the incorrect item
• Replacement where available
• Platform credit
If an order was confirmed but never delivered.
After investigation, customers may receive:
• Full refund
• Redelivery where possible
If delivery cannot be completed due to driver error.
Possible resolutions include:
• Refund
• Redelivery
If food or grocery products arrive in clearly unacceptable condition, such as:
• Spoiled food
• Damaged packaging
• Contaminated products
Refund eligibility will be determined after review.
Refunds may not be issued in the following situations:
• Customer changed their mind after the order was prepared
• Customer provided an incorrect delivery address
• Customer was unavailable to receive the delivery
• Taste preferences or dissatisfaction with flavor
• Minor packaging imperfections that do not affect food safety
Africaribana Go reserves the right to deny refund requests that do not meet refund criteria.
Orders may be canceled only if preparation has not yet started.
Once a vendor begins preparing an order, cancellation may no longer be possible.
If cancellation is approved before preparation begins, customers may receive:
• Full refund
• Platform credit
Approved refunds may be issued as:
• Refund to the original payment method
• Platform credit
Refund processing times depend on the payment provider and may take:
3–10 business days.
Platform credits may be issued faster.
Africaribana Go monitors refund requests to prevent misuse of the platform.
Accounts that repeatedly request refunds without valid reasons may be subject to:
• Refund restrictions
• Temporary account suspension
• Permanent account removal
Fraudulent claims may result in account termination.
Restaurants and grocery vendors are responsible for:
• Accurate order preparation
• Product quality
• Proper packaging
If a refund is issued due to vendor error, the refund amount may be deducted from vendor payouts.
Delivery partners are responsible for delivering orders safely and professionally.
If delivery issues occur due to driver negligence, Africaribana may investigate and determine appropriate resolution.
However, Africaribana cannot guarantee delivery conditions affected by:
• Traffic
• Weather
• Road closures
• Unforeseen circumstances
Africaribana Go reserves the right to determine refund eligibility and final resolutions.
Each refund request is evaluated based on available information including:
• Order records
• Vendor confirmation
• Delivery logs
Africaribana’s decision on refund eligibility is final.
Customers are encouraged to contact Africaribana Go customer support before initiating a payment dispute with their bank.
Unauthorized chargebacks may result in:
• Account suspension
• Permanent account removal from the platform
Africaribana Go is committed to providing a fair experience for customers, vendors, and delivery partners. To prevent misuse of the platform, certain verification measures may be required when customers submit refund or dispute requests.
These measures help ensure that refund claims are legitimate and protect vendors and delivery partners from fraudulent activity.
For certain refund claims, customers may be required to provide photo evidence supporting the issue.
Photo verification may be requested for situations such as:
• Missing items
• Incorrect items
• Damaged food packaging
• Spoiled or unsafe food
• Incorrect grocery products
Photos must clearly show the problem with the order.
If photo evidence is not provided when requested, the refund request may be declined.
Delivery partners may capture proof of delivery including:
• Delivery photos
• GPS location confirmation
• Delivery timestamps
These records help confirm that an order was successfully delivered.
If delivery confirmation shows the order was delivered correctly, refund requests may be declined unless strong evidence of an issue is provided.
To maintain fairness across the platform, Africaribana Go may limit the number of refund claims a customer can make within a specific period.
Accounts that exceed normal refund activity may be flagged for review.
If excessive refund claims are detected, Africaribana may:
• Restrict refund eligibility
• Require additional verification
• Temporarily suspend refund privileges
Africaribana Go may monitor activity patterns to detect suspicious or fraudulent behavior including:
• Frequent refund claims
• Repeated “missing order” reports
• Abuse of promotional offers
• Multiple accounts used to claim refunds
Accounts found to be abusing the platform may be restricted or permanently removed.
Africaribana Go values the businesses and delivery partners that power the platform.
Refund investigations may include:
• Vendor confirmation of order preparation
• Delivery partner reports
• Platform delivery tracking records
This helps ensure that vendors and drivers are not unfairly penalized.
Customers are encouraged to contact Africaribana Go support before initiating payment disputes with banks or credit card companies.
Accounts that initiate repeated chargebacks without contacting support may be subject to:
• Account suspension
• Permanent removal from the platform
Africaribana Go reserves the right to investigate refund requests.
Investigations may review:
• Order records
• Delivery tracking data
• Vendor confirmation
• Customer account history
Final refund decisions are made at the discretion of Africaribana Go.
For assistance with order issues or refund requests, please contact:
Africaribana Businesses INC
Email: support@africaribana.com
Website: www.africaribana.com
