Refund & Cancellation Policy

1. Your Closebuy wallet

Orders on Closebuy are paid from your Closebuy wallet, which you top up by card or bank transfer through Paystack. Refunds for cancelled orders are returned to the same wallet so you can use them straight away on your next order.

2. Cancelling an order yourself

• You can cancel an order from My Orders while it is Pending (not yet accepted by the vendor) or Processing (being prepared).
• When you cancel, the full amount, including any delivery fee, is refunded to your wallet immediately.
• Once an order is ready for pickup or has been collected by a delivery agent, it can no longer be cancelled in the app. Contact us and we will do our best to help.

3. Orders cancelled by a vendor or by Closebuy

A vendor may cancel an order they cannot fulfil, for example if an item is out of stock, and Closebuy support may cancel an order where something has gone wrong. In both cases you receive a full refund to your wallet, and we notify you with the reason.

4. Problems with a delivered order

If an item is missing, damaged, not as described or not what you ordered, contact us at support@cbuyapp.com within 48 hours of delivery or pickup. Include your order number and photos where possible. We review each case with the vendor and, where the complaint is valid, arrange a replacement or a refund to your wallet for the affected items and, where appropriate, the delivery fee.

For hygiene and safety reasons, perishable food items can only be refunded if the problem is reported promptly on delivery.

5. Wallet top-ups

• If you were charged for a top-up but your wallet was not credited, email us with the Paystack reference from your receipt and we will credit it after checking with Paystack.
• If you need money returned to your bank account instead of your wallet, contact support. We review these requests individually; approved bank refunds are processed through Paystack and usually reach you within 5 to 10 working days, depending on your bank.

6. Errands

For errands, the price is agreed with the delivery agent before work starts. If an errand cannot be completed, contact us and we will review the case with the agent.

7. Contact

Refund questions: support@cbuyapp.com · +234 812 806 4945 · 29 Lawani Street, Onike, Lagos Mainland, Lagos, Nigeria.