1. Overview

Looper facilitates transactions between customers and independent vendors.

Due to the perishable nature of many products sold through the Platform, standard retail return policies do not apply.

This Policy governs refunds, disputes, cancellations, and resolutions.

2. Non-Returnable Products

For health and safety reasons, food products generally cannot be physically returned after collection.

Once food has left a vendor's premises, it is considered non-returnable.

3. Eligible Refund Situations

Customers may request a refund where:

Vendor Non-Fulfilment

• Vendor was closed during pickup.
• Vendor could not provide the confirmed order.
• Vendor cancelled the order.

Incorrect Orders

• The item received was materially different from the purchased item.

Food Safety Concerns

• Food was spoiled at the time of collection.
• Food was contaminated.
• Food was clearly unsafe for consumption.

Duplicate Charges

• The customer was charged multiple times for the same transaction.

4. Situations Not Eligible For Refunds

Refunds generally will not be granted where:

• The customer missed the pickup window.
• The customer changed their mind.
• The customer failed to review product information.
• Product appearance differs from illustrative images.
• The customer refuses collection without valid cause.

5. Dispute Submission Period

To ensure timely investigation of perishable products:

• Complaints should be submitted within 2 hours of pickup.
• Customers should provide photographs and supporting evidence where applicable.

Looper may reject claims submitted after unreasonable delays.

6. Investigation Process

Upon receiving a dispute:

1. The transaction is flagged.
2. Evidence is collected from both parties.
3. Looper reviews the dispute.
4. A final decision is issued.

Looper reserves sole discretion in determining dispute outcomes.

7. Refund Method & Split Payment Model

Looper uses Paystack's split payment feature. When a customer checks out, Paystack automatically splits the payment at the point of transaction — the platform commission stays with Looper, and the vendor's share settles directly to their registered subaccount.

Because vendors receive their share immediately via Paystack's split settlement, approved refunds are processed from Looper's main merchant account balance, not from the vendor's subaccount.

Refunds are issued back to the customer's original payment method. Processing times may vary depending on banks, card issuers, and payment providers.

8. Vendor Responsibility & Chargebacks

Where a refund is approved due to vendor error (non-fulfilment, incorrect order, or food safety issue):

• Looper processes the refund from its main merchant balance on behalf of the vendor.
• Looper reserves the right to recover the refunded amount from the vendor through invoice or deduction from future earnings.
• Repeated fulfilment failures may result in vendor account suspension or termination.

Vendors are encouraged to fulfil all confirmed orders accurately and on time to avoid disputes and chargebacks.

10. Fraudulent Claims

Looper may suspend or terminate accounts involved in:

• False claims.
• Abuse of refund systems.
• Misrepresentation of facts.
• Repeated fraudulent activity.

Looper reserves the right to recover improperly issued refunds.

11. Final Decisions

Looper's dispute resolution decisions are final unless otherwise required by applicable law.

Users agree to cooperate with investigations and provide accurate information when requested.