Chopam Refund, Returns & Delivery Policy

1. Where We Deliver

We deliver to the areas listed in the app under your delivery location, and we are adding more. If your area is not listed, you can still browse the marketplace.

Delivery fees are based on the value of your order according to the tiers shown in the app, and the delivery fee is shown before you pay. Free delivery applies where the order meets the threshold shown at checkout.

2. Delivery Times

An order moves from the seller to you in a few steps: you place it, the seller accepts it, it is prepared, a rider picks it up and brings it to your door. You can follow those steps, and the rider, from your order screen.

The arrival time shown on the order is an estimate based on the seller's preparation time, the distance and live conditions. It can change, and we will show you the updated position rather than an exact promise.

Delivery to the door depends on the address being reachable and someone being available to receive the order.

3. Confirming Delivery

Give the rider your delivery code when your order is in your hands. That code confirms the delivery and releases the money to the seller, so keep it until then.

For pay-on-delivery orders, have the exact amount ready for the rider, who confirms the delivery in the app. Where a proof photo is taken, it is used only to evidence that the order arrived.

4. Cancelling an Order

Before the seller accepts your order, you can cancel it free of charge and the money is returned to you in full.

Once the seller has accepted it, the food may already have been bought or prepared. If you cancel at that stage we can refund everything except the cost already committed, and we will tell you what that is before we cancel anything.

If a seller cannot fulfil an order, or no rider can be assigned, the order is cancelled and refunded in full without a cancellation cost to you.

5. When to Report a Problem

Perishable food is time-sensitive, so problems must be raised quickly: for fresh produce, meat, fish, chicken and prepared meals, tell us within 24 hours of delivery; for packaged and shelf-stable items, within 48 hours.

Raise it from the order in the app or through Help & Support and, where you can, include a photo of the item and its packaging. Our team may call you or the seller to check what happened.

Not receiving an item you paid for, receiving the wrong item, or receiving food that is spoiled or unfit to eat are all refundable reasons. A change of mind after you have accepted a delivery is not, unless the seller agrees.

6. What We Refund, and How

Where a claim is valid we refund the price you paid for the affected item, and the delivery fee where the whole delivery failed or was not made.

We refund to your Chopam wallet by default, which is the fastest route. Where you ask for it and it applies to your payment method, we refund to the original card or bank transfer instead: that usually takes between 5 and 10 business days to appear, depending on your bank.

Wallet refunds are credited once the claim is approved. Where the money was still held in escrow, releasing or reversing that escrow is what funds the refund.

Substitutions are not automatic: we do not send a different item in place of what you ordered unless you agree to it.

7. Pay-on-Delivery Orders

For cash-on-delivery orders, money changes hands at your door, so a valid claim for missing, wrong or spoiled items is handled by our team and refunded through the app or your bank details.

The delivery code, not the cash, is what completes an order.

8. How Long We Take

We acknowledge refund and delivery complaints within 24 to 48 hours, and aim to complete most resolutions within 7 days. Where we need information from a seller or rider it can take longer, and we will tell you where the matter stands.

If it takes longer than 30 days, or you are not satisfied with our decision, you may ask us to escalate it and you may take a consumer complaint to the Federal Competition and Consumer Protection Commission (FCCPC).

9. Fees, Payment Disputes and Fraud

Cancellation costs and delivery fees are shown before you confirm an order, so you can see what you are agreeing to.

If you believe a payment was taken twice or taken wrongly, contact support with the transaction reference. Where a payment provider is involved we work with them to resolve it.

Repeated false claims, or claiming food that was delivered, may lead to an account being restricted.

10. Contact

Chopam is operated in Nigeria from No D7, Green Roof Plaza, Opposite Corn Oil Fuel Station, Area 3, Abuja. You can reach us on WhatsApp or by email at Chopam@inspireiq.com.ng, or from the Help & Support screen in the app.