Cancellation Policy
Customer Cancellation
As a general rule Buyer shall not be entitled to cancel Order once
placed. Buyer may choose to cancel Order only within one-minute of the
Order being placed. However, subject to Buyer’s previous cancellation
history, Superjoe reserves the right to deny any refund to Buyer pursuant
to a cancellation initiated by Buyer even if the same is within
one-minute followed by suspension of account, as may be necessary in the
sole discretion of Superjoe. If Buyer cancels his/her Order after one
minute of placing it, Superjoe shall have a right to collect a penalty of
100% of the Order amount for breach of contract terms as a compensation
for the damages suffered by Superjoe, with a right to either not to refund
the Order value in case Buyer’s Order is prepaid or recover from the
Buyer’s subsequent Order in case his/her Order is postpaid, to
compensate the Merchants and PDPs.
Non-Customer Cancellation
Superjoe reserves the right to collect a penalty for the Orders
constrained to be cancelled by Superjoe for reasons not attributable to
Superjoe, including but not limited to; in the event if the address
provided by Buyer is either wrong or falls outside the delivery zone;
failure to contact Buyer by phone or email at the time of delivering the
Order booking; failure to deliver Buyer Order due to lack of
information, direction or authorization from Buyer at the time of
delivery; or unavailability of all the items ordered by Buyer at the
time of booking the Order; or unavailability of all the items ordered by
Buyer at the time of booking the Order. However, in the unlikely event
of an item in an Order being unavailable, Superjoe will contact the Buyer
on the phone number provided to us at the time of placing the Order and
inform Buyer of such unavailability. In such an event Buyer will be
entitled to cancel the entire Order and shall be entitled to a refund to
an amount upto 100% of the Order value. In case of cancellations for the
reasons attributable to Superjoe or the Merchant or PDP, Superjoe shall not
collect any penalty from the Buyer.
Refunds
Buyer may be entitled to a refund for prepaid Orders. retains the right
to retain the penalty payable by the Buyer in Section I(2) from the
amount refundable to him/her. The Buyer shall also be entitled to a
refund of proportionate value in the event packaging of an item in an
Order or the complete Order, is either tampered or damaged and the Buyer
refuses to accept at the time of delivery for the said reason; Buyer may
be entitled to a refund upto 100% of the Order value if PDP fails to
deliver the Order due to a cause attributable to either PDP or Superjoe,
however such refunds will be assessed on a case to case basis by Superjoe.
Our decision on refunds shall be final and binding. All refund amounts
shall be credited to Buyer’s account as may be stipulated as per the
payment mechanism of Buyer’s choice, the estimated timelines are
detailed as below, in case Buyer don't choose to credit it to Buyer’s
wallet with his/her Superjoe Account; In case of payment at the time of
delivery, Buyer will not be required to pay for: Orders where packaging
is either tampered or damaged at the time of delivery; Wrong Order being
delivered; or Items missing from Buyer’s Order at the time of delivery.
Provided the same is communicated to Superjoe Customer Care through the
Platform before the Order is marked delivered.