Last updated: March 2024
At FoodBase, we want you to be completely satisfied with our service. This Refund Policy outlines the circumstances under which refunds will be issued for subscription fees paid to FoodBase. Please read this policy carefully to understand our refund practices.
If you're not completely satisfied with FoodBase within the first 14 days of your subscription, we offer a full refund of your subscription fee. This applies to all plans: Starter, Professional, and Enterprise. To request a refund within this period, simply contact our support team at support@foodbase.ng with your account details and reason for the refund request. We will process your refund within 5-7 business days after approval.
If you cancel your subscription mid-month, you will receive a pro-rated refund for the unused portion of your subscription, calculated on a daily basis. For example, if you paid ₦15,000 for a 30-day month and cancel after 10 days of use, you will receive a refund of ₦10,000 (calculated as ₦500/day × 20 remaining days). Pro-rated refunds are automatically processed within 7-10 business days of cancellation.
FoodBase does not directly hold customer order payments. All customer payments are processed through Paystack and transferred directly to your restaurant's account. Transaction fees (1.5% + ₦100 per transaction) charged by Paystack are non-refundable as they represent the cost of payment processing services. For refunds related to customer orders, please refer to our dispute resolution process or contact Paystack directly.
The following items and services are non-refundable:
To request a refund, follow these steps:
Step 1: Contact Support
Email support@foodbase.ng with your account email address and the reason for your refund request. Include any relevant details that help us understand your request better.
Step 2: Verification
Our support team will verify your request and confirm your eligibility for a refund based on this policy. We may ask clarifying questions about your subscription or experience with FoodBase.
Step 3: Approval and Processing
Once approved, we will initiate the refund to your original payment method. Refunds are processed within 5-10 business days, though your bank may take an additional 2-5 business days to credit the amount to your account.
If your FoodBase account is canceled due to violation of our Terms of Service, you are not eligible for a refund of subscription fees. However, refunds of customer payments processed through FoodBase (minus applicable transaction fees) may be provided on a case-by-case basis after investigation. Contact our support team for further discussion.
If you believe you are entitled to a refund that has been denied, or if you have additional questions about our refund policy, please contact our support team at support@foodbase.ng or legal@foodbase.ng. We will review your case and provide a response within 10 business days. We're committed to resolving disputes fairly and maintaining positive relationships with our customers.
FoodBase reserves the right to modify this Refund Policy at any time. Changes will be communicated via email to all active subscribers at least 30 days before taking effect. Continued use of FoodBase after notification of changes constitutes acceptance of the updated policy. Your rights under this policy are not diminished for subscriptions purchased before any policy changes.
If you have any questions about this Refund Policy or need to request a refund, please contact us:
FoodBase Support Team
Email: support@foodbase.ng
Response time: Within 24 hours
Address: Lagos, Nigeria
Note: This Refund Policy is designed to be fair to both FoodBase and our customers. We believe in the quality of our service and are confident you'll find value in using FoodBase for your restaurant. If for any reason you're not satisfied within the first 14 days, we're happy to provide a full refund, no questions asked.