Refund policy

Requesting help

Contact the support address shown on your Paystack receipt or email support@agent-jack.live. Send the order number, Paystack transaction reference, payment email, reason for the request and any useful photos or screenshots.

Report missing, incorrect, damaged or poor-quality orders as soon as possible and preferably within 48 hours. This reporting window does not remove rights you have under applicable law.

When a refund may be approved

• The merchant cancels, cannot fulfil the order, or an item is unavailable without an accepted substitute.
• A verified duplicate or incorrect charge occurred.
• The order was not delivered, was materially incomplete, incorrect, unsafe or not of the quality reasonably expected.
• A cancellation was accepted before the merchant started preparation.
• A refund is required under the Consumer Protection Act or other applicable law.

Cancellations after preparation

Food and other time-sensitive goods may be prepared immediately. Once preparation has started, a change-of-mind cancellation may be declined because the goods cannot reasonably be resold. We will still assess non-delivery, incorrect items, defects, safety concerns and other statutory rights.

Delivery and service fees

Delivery and service fees are refunded when the related service was not provided, the charge was invalid, or applicable law requires it. Where part of the service was completed, an approved refund may exclude the value already delivered.

How refunds are paid

Approved card or Paystack refunds are returned to the original payment method. Paystack advises that customers can generally expect a completed refund within 3 to 10 working days, although the customer’s bank may affect the final timing.

A failed payment that nevertheless debited your account may be automatically reversed by your bank. If it is not reversed, contact us with the transaction reference so the payment can be investigated.

Disputes and chargebacks

Please contact support before filing a chargeback so the merchant and platform can investigate. Filing a chargeback does not limit legal rights, but duplicate recovery for the same transaction is not permitted.

Refund decisions are recorded against the order and payment history. The merchant, platform finance team and Paystack may request reasonable evidence to resolve the claim.