Refund policy

This policy sits with our terms & conditions. Tonoa coordinates checkout and delivery. The vendor is usually the seller of the goods. When a paid order cannot be fulfilled correctly, we will review it and, where approved, refund or replace the affected items.

We will usually approve a refund or replacement if:

• You paid and the vendor cancels or cannot fulfil the order.
• Items are missing, wrong, damaged, unsafe, or clearly spoiled on arrival.
• A delivery we accepted never arrives, or arrives so late that perishable goods are unusable.
• A payment was captured more than once for the same order.

We may decline or reduce a refund if:

• The drop-off failed because the address was wrong, you were unreachable, or you refused a correctly fulfilled order.
• The complaint is about taste or preference for goods that match the listing.
• You report a perishable issue too late for us to verify it (aim for the same day, and no later than 24 hours after delivery).
• The item was used or consumed beyond what is needed to check it.

Groceries cannot always be returned to the store. If something arrives damaged, incomplete, or unsafe, keep the item and packaging where it is safe to do so, take photos, and open a dispute from your account as soon as you can. We may offer a replacement from the same vendor, store credit, or a refund to the original payment method.

Open a dispute from your account after the order is placed or delivered. Include the order, the items affected, and photos where they help. We review the order history, vendor response, and courier notes. Do not share your MoMo PIN with anyone during this process.

Approved refunds go back to the original mobile-money wallet when the payment provider allows it. Timing depends on that provider and is often a few working days after we approve the refund.

If only some items are at fault, we refund that portion plus any delivery fee that would not have applied to the remaining goods. A promo discount is reversed in proportion to the refunded amount. Loyalty or referral credit issued in error can be adjusted.

We may update this policy as fulfilment and payment methods change. The "Last updated" date at the top of this page will change when we do.