1. General Policy

All payments made on Brom are final once payment is successfully completed, except in the limited circumstances outlined below..

2. Order Cancellation

Before Payment:

• Orders may be cancelled at no cost before is payment completed.

After Payment:

• Once payment has been successfully made, orders cannot be cancelled, except where:
• The vendor is unable to fulfill the order, or
• The order is cancelled by Brom due to operational issues.

3. Refund Eligibility

A consumer may be eligible for a refund if:

• The vendor cancels the order due to unavailability of items.
• The order is not delivered.
• The order is delivered to the wrong address due to platform or rider error.
• Items delivered are significantly different from what was ordered.
• The order is damaged beyond reasonable use upon delivery.

Refund requests must be submitted within 24 hours of order delivery.

4. Non-Refundable Situations

Refunds will not be issued for:

• Change of mind after payment.
• Incorrect delivery details provided by the user.
• Failure to receive an order due to user unavailability.
• Minor delays caused by traffic, weather, or force majeure events.
• Minor packaging issues that do not affect item usability.
• Dissatisfaction with taste, preference, or vendor preparation style.

5. Partial Refunds

In cases where only part of an order is affected, Brom may issue a partial refund at its discretion.

6. Refund Processing

• Approved refunds will be processed to the original payment method.
• Refund processing timelines depend on your payment provider but typically take 5–10 business days.
• Brom is not responsible for delays caused by banks or payment processors.

7. Abuse & Fraud Prevention

Brom reserves the right to:

• Decline refund requests suspected to be fraudulent or abusive.
• Suspend or terminate accounts that repeatedly abuse the refund process.

8. Final Decision

All refund decisions made by Brom are final.

9. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, contact us at: support@brom.ng