Refund Policy

All Orders on New Errand and Logistics are paid for from your in-app Wallet, which you fund in advance through Paystack. We do not accept cash on delivery, so every refund under this policy is credited back to your Wallet for use on a future Order, rather than reversed to your card or bank account, except where we specifically agree otherwise (for example, where funds were credited to your Wallet in error).

If a Paystack charge for a Wallet top-up fails, no money leaves your account and nothing is added to your Wallet — Paystack handles the failed-charge reversal automatically on their end. If a top-up is deducted from your card or bank account but, due to a technical error, is not reflected in your Wallet within a reasonable time, contact support with your payment reference and we will investigate and correct your Wallet balance once the payment is confirmed with Paystack. Successfully completed Wallet top-ups are not refundable to your original payment method; the funds remain available in your Wallet for future Orders.

You can cancel an Order at any point before a Rider has picked up the item — that is, while the Order is pending, broadcasting to Riders, or assigned to a Rider who has not yet collected it. A cancellation at this stage is free, and the full Order fee is refunded to your Wallet immediately and automatically.

Once a Rider has marked an Order as picked up or in progress, it can no longer be cancelled through the app, since the Rider has already begun fulfilling it. If something goes wrong with an Order at this stage, see Section 4 (Non-Delivery) or Section 5 (Disputed Deliveries) below.

If a Rider is unable to complete an Order that has already been picked up — for example, due to an accident, a vehicle breakdown, or a genuine inability to locate the drop-off address after reasonable attempts — contact support through the app. Once our team confirms the Order was not completed, we will refund the full Order fee to your Wallet.

When a Rider marks an Order as delivered, you are asked to confirm delivery in the app. If you believe an Order was delivered incorrectly, incompletely, or not at all, do not confirm it — instead, raise a dispute through in-app support, in-app chat, or by contacting us directly, describing what went wrong. Our admin team reviews the available evidence (order history, chat logs, and the Rider’s and your account of events) and decides, at its reasonable discretion, whether a full or partial refund to your Wallet is appropriate. We aim to resolve disputes within a few business days of being notified.

For Market and Supermarket Errands, if a requested item is unavailable at the time of purchase, the assigned Rider or our dispatch team will contact you through in-app chat or phone to agree on a substitute item or to exclude the unavailable item from your order. Where an item you already paid for could not be purchased and no substitute was agreed, the cost of that specific item is refunded to your Wallet. The errand service fee itself (covering the trip to the market or supermarket) is not refundable once the Rider or dispatch team has begun carrying out the errand, since that work has already been performed.

Refunds approved under this policy are credited to your Wallet immediately upon approval — automatically for a qualifying cancellation, or as soon as our admin team completes its review for a dispute or non-delivery case. We do not currently support withdrawing a Wallet balance to a bank account; Wallet funds, including refunds, are for use on future Orders.

• The fee for an Order that was completed and confirmed as delivered without a dispute being raised.
• The errand service fee for an Errand that was carried out as requested, even if a substitute item was agreed for an unavailable product.
• An Order that could not be cancelled because the Rider had already picked it up, unless it falls under Section 4 (Non-Delivery) or Section 5 (Disputed Deliveries).

The fastest way to raise an issue is through in-app support on the relevant Order, or by emailing support@newerrandandlogistics.com with your Order ID and a description of the issue. You can also call our dispatch hotline at +234 805 706 0867 (Mon–Sun, 7:00 AM–7:00 PM).

We may update this Refund Policy from time to time to reflect changes to our services or payment process. We will update the “Effective Date” above when we do. This policy should be read alongside our Terms of Service.