DeelaMart Cancellation Policy

Oct 2, 2026 · @Kiff

1. Purpose and Scope

This Cancellation Policy explains when and how an Order can be cancelled on DeelaMart, who can cancel it, and what fees or penalties may apply. It covers cancellations by Customers, Merchants, Couriers and DeelaMart.

This Policy forms part of our Terms and Conditions and works with our Refund Policy, which governs refunds for problems with delivered Orders. Nothing here limits any mandatory rights you have under Applicable Law.

2. Customer Cancellations

Whether you can cancel, and at what cost, depends on how far your Order has progressed. The stage is shown in the app.

Stages can change quickly, so cancel as soon as you decide. Where a delay or fault by the Merchant, Courier or DeelaMart caused you to want to cancel, no fee applies.

3. Scheduled and Advance Orders

Orders scheduled for a later time or date follow longer windows.

• Cancel free of charge up to [60] minutes before the Merchant's scheduled preparation time.
• Cancellation less than 30 minutes before preparation or after preparation has started. A cancellation fee of up to 100% of the Item Subtotal may apply, depending on whether the vendor has already incurred costs in preparing the order.
• Within [30] minutes of preparation or after it starts, the standard rules in section 2 apply.
• Large, catering or custom Orders may have their own terms, which are shown at checkout and prevail over this section.

If a Merchant's opening hours change and they cannot fulfil a scheduled Order, they must cancel it and you will receive a full refund.

4. Cancellations by Merchants

A Merchant may cancel an Order only for a legitimate reason, such as an Item being out of stock with no acceptable substitute, an unexpected closure, a technical or equipment failure, a safety concern, or a clear pricing or listing error.

Customer remedy. You are told promptly in the app and receive a full refund of all amounts charged for the Order. We may add a goodwill credit where the cancellation came late.

Merchant consequences. Merchants must keep their availability and menus current. Cancelling accepted Orders without good reason, or cancelling repeatedly, counts against the Merchant and leads to the steps in section 7.

5. Cancellations by Couriers

Couriers may decline requests before accepting them. After accepting, a Courier should cancel only for a genuine reason, such as a vehicle breakdown, an accident, a safety concern, an unreachable Customer after reasonable attempts, or the Merchant being closed.

Customer remedy. If a Courier cancels, we will try to reassign the Order automatically. If we cannot find another Courier within a reasonable time, the Order is cancelled and you receive a full refund. You are never charged for a Courier's cancellation.

Unreachable Customer. If the Courier cannot reach you at the delivery address after reasonable attempts, the Order may be cancelled and treated as delivered, with no refund.

Courier consequences. Unjustified cancellations after accepting an Order affect a Courier's standing and may lead to the steps in section 7.

6. Cancellations by DeelaMart

We may cancel an Order where needed for any of the following reasons:

• Safety or security. Concerns about the safety of a Courier, Customer or Merchant, or a hazardous delivery location.
• Legal or regulatory. A legal requirement, licence issue, or failed age verification for restricted goods.
• Fraud or abuse. Reasonable suspicion of fraud, payment failure, a stolen payment method, or breach of our Terms.
• Technical failure. System errors, pricing mistakes, or payment processing problems.
• Events beyond our control. Severe weather, strikes, outages, public emergencies or other force majeure events.
• No Courier available. We cannot assign a Courier within a reasonable time.

We will notify you as soon as practicable. Except where the cancellation results from your fraud or breach, you will receive a full refund and no cancellation fee applies.

7. Cancellation Fees and Penalties

Customers. Fees are limited to the cost of Items already prepared and, where a Courier has already been dispatched, a share of the delivery fee. The amount is shown before you confirm cancellation. We do not charge a fee when the cancellation is due to our fault or that of a Merchant or Courier.

Merchants and Couriers. Repeated cancellations lead to graduated action, which may include:

1. A warning and guidance on how to avoid further cancellations.
2. Lower visibility in search and recommendations, or fewer Order offers.
3. Temporary suspension for [7 to 14] days.
4. Deactivation for serious or persistent breaches.

Merchants may also be charged the cost of an Order they cancelled after a Courier was dispatched, including the Courier's waiting or travel compensation. Merchants and Couriers may dispute a penalty through their support channel within 14 days.

8. How to Cancel an Order

1. Open Orders in the DeelaMart app and choose the Order.
2. Select Cancel order and give a reason.
3. Review any fee or refund shown, then confirm.
4. Look for the confirmation in the app and by email.

If the Cancel order option is not shown, the Order has moved past the point where it can be cancelled in the app. Use Get help in the Order screen or contact support using the details in section 11 straight away. We will contact the Merchant for you where we can, though we cannot guarantee a cancellation once preparation has started.

9. Refunds After Cancellation

Where a refund is due, it is returned to your original payment method unless you choose DeelaMart credit. Credit is instant. Wallet and mobile money refunds usually arrive within 24 hours, card refunds within 3 to 10 business days, and bank transfers within 3 to 7 business days. Banks and payment providers may add delay outside our control.

Where a payment was only authorised and not captured, the hold is released and the timing depends on your bank. Full details of refund methods are in our Refund Policy.

10. Misuse of Cancellations

We monitor cancellation patterns to keep the Platform fair. Misuse includes repeatedly ordering and cancelling after preparation has begun, cancelling to obtain promotions or credits, placing Orders with no intention of receiving them, and using cancellations to avoid fees.

If we find misuse, we may limit cancellation rights, require prepayment, remove promotions, hold or recover amounts owed, suspend or close the account, and take further action allowed by law.

11. Changes to This Policy and Contact

Changes. We may update this Policy and will post the new version with its effective date. Changes apply to Orders placed after that date.

Contact. DeelaMart Customer Support: support@deelamart.shop, 08160959418, in-app Help Centre. Registered address: Deela Harvest Limited, 87 Idua Road, Eket, Akwa Ibom State.