Refund and Cancellation Policy
Last updated: October 12, 2026
What happens depends on what you ordered. Cakes, products and services are request-first — the vendor has to accept before anything is charged, so if things don't go ahead, there was never a payment to refund. Food orders are confirmed the instant you pay, since the vendor starts preparing right away.
Reporting a problem
Report a problem from your order page within 24 hours of the order being marked delivered. Examples include a wrong or missing item, an item not as described, or a service not carried out. Add photos where you can. While we review it, the vendor is not paid.
If you don't report a problem within 24 hours, the order is completed and the vendor is paid. We can't reopen completed orders except where Nigerian law requires it.
Cakes, products and services (requests)
The vendor must accept your request before you pay anything.
| What happens | What you get back |
|---|---|
| The vendor declines your request | Nothing was charged — there's nothing to refund |
| The vendor doesn't respond in time | Nothing was charged — there's nothing to refund |
| You withdraw your request before the vendor responds | Nothing was charged — there's nothing to refund |
| You don't complete payment within the payment window after the vendor accepts | The request closes automatically. Nothing was charged. |
| You report a problem within 24 hours of delivery and Pevora upholds it | Full refund, or as decided after review |
| Your order doesn't arrive | Contact support from your order page. If it isn't delivered, you get a full refund. |
Food orders
There's no separate acceptance step for food — paying confirms your order immediately, and the vendor starts preparing it right away. Because of this, you can't cancel a food order yourself once you've paid.
| What happens | What you get back |
|---|---|
| The vendor cancels because an item isn't available | Full refund, including the protection fee |
| You report a problem within 24 hours of delivery and Pevora upholds it | Full refund, or as decided after review |
| Your order doesn't arrive | Contact support from your order page. If it isn't delivered, you get a full refund. |
Other situations
| What happens | What you get back |
|---|---|
| Payment went through after your order had already expired | Full refund, automatically |
| You were charged twice for the same order | The extra charge is refunded |
How refunds are paid
- Refunds go back to the card or account you paid with, through Paystack.
- They usually arrive within 7 working days, but timing depends on Paystack and your bank.
- Refunds that start automatically, such as when a vendor declines, need no action from you.
Questions
Email support@mypevora.com with your order number.