This policy explains when customers can cancel orders and receive refunds on Nura Bazary. Refunds apply to individual vendor sub-orders within a multi-vendor checkout.
1. When you can request a refund
You may cancel and request a refund when all of the following are true:
- The sub-order status is still pending (the vendor has not accepted it).
- Payment for the order was completed successfully.
- You are the customer who placed the order (or the guest who paid with matching contact details).
After a vendor accepts an order, automatic self-service refunds are not available. Contact ishmaildaoh190@yahoo.com if you have a serious issue with an accepted or in-progress order.
2. Refund amounts
Refund percentages are calculated from the sub-order total (grandTotal) at cancellation:
- Within 15 minutes of placing the order (while still pending): 90% refund.
- 15 minutes or more after placing the order, if the vendor still has not accepted: 100% refund (vendor did not respond in time).
A small portion may be withheld in the first 15 minutes to cover payment and processing costs. After 15 minutes without vendor acceptance, you receive the full sub-order amount back.
3. How to cancel and refund
- Open your order details in the app or website.
- Select the vendor branch sub-order that is still pending.
- Choose cancel and refund, then enter the mobile money number where you want to receive the refund.
- Optionally provide a reason for cancellation.
The app shows refund eligibility and the expected amount before you confirm.
4. How refunds are paid
- Refunds are sent to the mobile money number you provide at cancellation.
- Processing is handled through our payment partner (Monime), similar to vendor payouts.
- Status may appear as pending, processing, completed, or failed on your order. If a refund fails, contact support with your order number.
- Mobile money network fees may apply on disbursement as configured by our payment provider.
5. Multi-vendor orders
Each vendor branch is a separate sub-order. Cancelling one sub-order does not automatically cancel others. Refund rules apply independently to each pending sub-order.
6. Guest orders
Guest checkout orders may be eligible for refund when verified with the same contact or mobile money details used at checkout, subject to the same pending-status and timing rules above.
7. What we do not refund automatically
- Sub-orders already accepted or being prepared by the vendor
- Delivered or completed orders (contact support for disputes)
- Failed or unpaid orders (no charge was completed)
8. Questions
Email ishmaildaoh190@yahoo.com with your order number and branch name. See also our Terms of Service and Support page.