Last Updated: 14th January 2026
1. Introduction
NITUMEAPP is a digital logistics and delivery platform connecting customers, merchants, and delivery partners ("Riders").
This Refund Policy explains the circumstances under which refunds may be issued.
By using NITUMEAPP, you agree to this Refund Policy.
2. Eligible Refund Scenarios
Refunds may be considered under the following conditions:
✅ a) Order Not Delivered
- The delivery partner fails to deliver the order
- No valid proof of delivery is provided
- The order is confirmed as undelivered after investigation
✅ b) Cancelled Orders (Before Pickup)
- Customer cancels the order before the rider picks it up
- Merchant confirms the order was not prepared
✅ c) Wrong Item Delivered
- The delivered item does not match the order details
- Customer provides clear evidence (photo/video)
3. Non-Refundable Scenarios
Refunds will NOT be issued in the following cases:
- ❌ Rider already picked up the item
- ❌ Customer provides incorrect delivery details
- ❌ Customer is unreachable at delivery location
- ❌ Change of mind after order confirmation
- ❌ Delays caused by traffic, weather, or force majeure
4. Partial Refunds
In some cases, NITUMEAPP may issue partial refunds, including:
- Delivery fee only
- Item value excluding service charges
- Compensation credits instead of cash refunds
5. Refund Processing Time
- Refunds are processed within 7–14 business days
- Refunds are returned via the original payment method
- Mobile money or wallet refunds depend on provider policies
6. Dispute Review
All refund requests are subject to:
- Order verification
- Rider and merchant confirmation
- Internal investigation by NITUMEAPP
NITUMEAPP reserves the right to make the final decision.
7. Contact for Refunds
For refund requests, contact:
📧 Email: support@nitumeapp.com
📱 In-App Support Chat