At Munchmate, we are committed to providing you with the best possible delivery experience. To ensure fairness and equity, we have outlined our user policies on various topics. Please familiarize yourself with these policies:

In the event of a mix-up causing the wrong or incorrect item to be delivered, we will verify the issue and approve a partial or full wallet refund.

For security reasons, doorstep deliveries are not available after 8 pm. Please ensure our riders have access to your estate or make arrangements for pick-up from the estate gate. For apartments/high rises, arrange for the order to be picked up from the ground floor/gate.

If ordered items are missing, we will investigate the issue and approve a partial or full wallet refund once verified.

In cases where packaging is damaged or food is spilled during delivery, we will assess the situation and approve a partial or full wallet refund.

If delivery times exceed 2 hours, we will review the circumstances and, if warranted, approve a partial or full wallet refund.

If less-than-fresh food is delivered from the restaurant, we will investigate the complaint and, if verified, approve a partial or full wallet refund.

A service fee is applicable to all orders, as stated in the app.

If a customization request approved by the restaurant is not fulfilled, we will investigate and approve a partial or full wallet refund.

We would like to emphasize that refunds will not be approved for matters related to individual preferences, such as taste preferences, spice levels, allergy triggers, or comparisons between brands. Our goal is to provide a diverse range of options, and personal preferences may vary.

Once the preparation for an item has commenced, we regret that we cannot approve a refund due to a change of mind or accidental orders. This policy is in place to ensure that our restaurant partners are compensated for their efforts and resources invested in the initial stages of food preparation.

In the case of failed orders based on the rider's inability to find, meet, or communicate with the user upon arrival, please be aware that our delivery partners are instructed to contact you and wait for a period of 5 – 7 minutes. If, despite reasonable efforts, the rider cannot establish contact with you, you may not be eligible for a refund. This policy is in place to acknowledge the commitment our delivery partners make in attempting to fulfill the delivery promptly.

We value open communication and encourage users to promptly inform us of any issues, complaints, or concerns. For effective and efficient resolution, please reach out to us via email at help@munchmateng.com. Our dedicated support team is ready to assist you.

We are committed to continuous improvement and appreciate your feedback. Your experiences and insights help us enhance our services and address any shortcomings. Feel free to share your thoughts with us to contribute to the ongoing enhancement of Munchmate.

All approved wallet credits will be processed instantly within 10 minutes to 2 hours.

For bank account refunds, allow a minimum of 48 – 72 business hours for processing.

In case of accidental transfer payments due to human error or bank mistakes, instant full reversals to your MunchMate wallet will be done within 10 minutes to 2 hours. Bank account reversals, if requested, will be processed within 48 – 72 business hours with a flat bank transfer fee of 60 naira deducted.

In the event of payment processor errors, instant full reversals to your MunchMate wallet will be done within 10 minutes to 2 hours. Bank account reversals, if requested, will be processed within 48 – 72 business hours with no bank fees charged.

Note: We will not take responsibility for the freshness of orders recalled due to negligence.

For any questions, complaints, or issues, please email us at help@munchmateng.com. Thank you for choosing Munchmate!