Terms and Conditions for TasteNaija

Effective Date: 15 Dec, 2025.

Welcome to TasteNaija! By accessing or using our amazing food ordering platform, you agree to be bound by these Terms and Conditions. Please read them carefully before placing your order.

1. Acceptance of Terms

By creating an account, placing an order, or using any TasteNaija service, you confirm that you are at least 18 years old (or have parental consent) and agree to these legally binding terms. If you disagree with any part, please discontinue use immediately.

2. Account Registration and Security

  • You must provide accurate, current, and complete information

  • You are responsible for maintaining account confidentiality and all activities under your account

  • Notify us immediately of any unauthorized access or security breaches

  • We reserve the right to suspend or terminate accounts violating these terms

3. Ordering Process

  • Menu items, prices, and availability are determined by our partners and may change

  • You authorize TasteNaija to process payment for your total order amount

  • Orders are considered confirmed once you receive an order confirmation email/SMS

  • Delivery times are estimates and not guaranteed

  • We reserve the right to cancel any order due to pricing errors, unavailability, or suspected fraud

4. User Conduct

You agree not to:

  • Use TasteNaija for any unlawful purpose

  • Place fraudulent orders

  • Harass restaurant staff, delivery personnel, or other users

  • Attempt to gain unauthorized access to our systems

  • Post false reviews or misleading content

  • Use automated systems to extract data from our platform

5. Intellectual Property

All TasteNaija content (logos, design, text, graphics) is our exclusive property. You may not reproduce, distribute, or create derivative works without our express written permission.

6. Restaurant Partners

  • TasteNaija acts as an intermediary between you and our partners

  • Restaurants are responsible for food preparation, quality, and safety compliance

  • We are not liable for restaurant actions, food quality issues, or allergies

  • We may remove restaurant partners from our platform at our discretion

7. Delivery Service

  • Delivery fees are calculated based on distance and restaurant policies

  • Delivery personnel are independent contractors or employees of third-party services

  • You must be available at the delivery address during the estimated time window

  • Contact us within 15 minutes of delivery for missing/incorrect items

8. Limitation of Liability

To the maximum extent permitted by law:

  • TasteNaija is not liable for indirect, incidental, or consequential damages

  • Our total liability for any claim shall not exceed the order value

  • We are not responsible for delays due to weather, traffic, or circumstances beyond our control

9. Termination

We may suspend or terminate your access to TasteNaija for violations of these terms or for any reason with 30 days’ notice.

10. Governing Law

These terms are governed by the laws of Nigeria. Any disputes shall be resolved in the court binding by the Law of the Federal Republic of Nigeria.

11. Changes to Terms

We may modify these terms at any time. Continued use after changes constitutes acceptance. We’ll notify you of significant changes via email or website notification.

TasteNaija Refund Policy

At TasteNaija, we strive to ensure every order meets your expectations. This refund policy outlines our guidelines for handling order issues.

1. Eligibility for Refunds

You may be eligible for a refund or replacement in these circumstances:

Qualifying Issues:

  • Order never arrived (despite confirmation)

  • Significantly incorrect items (completely wrong order)

  • Missing major components of your order

  • Food quality issues reported within 30 minutes of delivery

  • Charged for cancelled orders (before preparation began)

Non-Qualifying Issues:

  • Changed your mind after order confirmation

  • Minor ingredient preferences (e.g., “too spicy,” “not enough sauce”)

  • Delivery delays under 45 minutes from estimated time

  • Packaging damage without food compromise

  • Issues reported more than 2 hours after delivery

2. Refund Request Process

Step 1: Contact us within 30 minutes of delivery via:

  • In-app support chat (preferred)

  • Email: support@tastenaija.com

Step 2: Provide:

  • Order number and date

  • Clear description of the issue

  • Photos of incorrect/missing items (if applicable)

Step 3: Our team will investigate with the restaurant/delivery partner (usually within 24 hours)

Step 4: We’ll notify you of our decision and processing timeline

3. Refund Methods and Timelines

Refund Options:

  1. Full Refund: To original payment method

  2. Partial Refund: For minor issues or partial order problems

  3. TasteNaija Credit: Instant platform credit with 10% bonus

  4. Replacement Order: Free re-delivery of correct items

Processing Times:

  • TasteNaija Credit: Instant

  • Card Refunds: 7-14 business days (depending on your bank)

  • Bank Transfers: 3-5 business days

4. Restaurant Cancellations

If a restaurant cancels your order after payment:

  • We automatically issue a full refund

  • You’ll receive a 15% discount coupon for your next order

  • We’ll help you find alternative dining options

5. Late or Failed Deliveries

If delivery exceeds 60 minutes past estimate:

  • Automatic 15% refund of delivery fee

  • Option to cancel with full refund (if food hasn’t left restaurant)

If delivery fails due to incorrect address:

  • Refund minus 25% restocking fee

  • Re-delivery available at additional cost

6. Food Quality Issues

We mediate between you and our partners for quality concerns. Documentation (photos) significantly strengthens your case. Refund amounts are determined case-by-case based on issue severity.

7. Special Circumstances

Allergy Concerns:

  • Full refund if restaurant incorrectly labels allergens

  • Must be reported immediately with medical documentation if required

Promotional Offers:

Refunds on discounted orders are proportional to the amount paid, not the original price.

8. Dispute Resolution

If you disagree with our refund decision:

  1. Request escalation to a senior support manager

  2. Provide additional evidence if available

  3. Final decisions are made within 72 hours of escalation

9. Policy Updates

We may update this policy. Changes won’t affect ongoing refund requests.

Contact for Refund Inquiries:
TasteNaija Customer Support
Email: support@tastenaija.com
Hours: 8:00 AM – 11:00 PM daily

We appreciate your understanding that while we aim for perfection, occasional issues may occur. We promise to handle every concern with fairness and efficiency.