Returns, Refund and Cancellation Policy
How cancellations, refunds, duplicate payments, and disputes are handled.
Last updated: November 2026
We want every order to arrive as expected. When it does not, this policy explains how to cancel, how to get your money back, and how we resolve disputes between customers, restaurants, and OyeRide.
1. Paying for your order
You can choose your preferred payment method, Mobile Money or cash, when you place an OyeFood order. You always see the full price, including delivery, before you pay.
Rides, courier deliveries, and gas refill are paid in cash on completion.
2. Cancelling an order
You can cancel an order before the restaurant accepts it, and you will be refunded in full if you have already paid. Once the restaurant has started preparing your food, the order can usually no longer be cancelled, because the food has already been made. Contact us straight away and we will do our best to help.
If a restaurant declines or cannot fulfil your order, or we are unable to deliver it, the order is cancelled and you will be refunded in full if you have already paid.
3. When you are entitled to a refund
We will refund you, in full or in part as appropriate, when:
- Your order was not delivered, and this was not caused by you.
- Items are missing or are not what you ordered, and you report it promptly.
- The food is unsafe, or is spoiled or damaged on arrival.
- You were charged more than once for the same order, or charged for a cancelled order.
- You were charged an incorrect amount.
4. When a refund may not be given
We may decline a refund where the order was delivered correctly, where you were unreachable or gave a wrong address, where you cancelled after preparation had started, or where the complaint is not supported by the order record. We review each request fairly and will explain our decision.
5. Returns of food
Because food is prepared fresh and cannot be resold, we do not take food back after it has been delivered. If there is a problem with your order, tell us and we will refund you or arrange a replacement where appropriate. You do not need to return the food.
6. How to request a refund or raise a dispute
Contact us on WhatsApp at +233 20 326 4716 or at hello@oyeridegh.com, every day from 7am to 10pm. Please include your order details: the date and time, the restaurant, and a short description of the problem. A photo helps if the problem is with the food.
Our support team reviews your order, speaks to the restaurant and rider, and tells you the outcome by WhatsApp or email. We aim to respond within 24 hours.
7. How refunds are paid
Approved refunds go back to the Mobile Money account you paid with, or are arranged with you directly if you paid in cash. We usually process approved refunds within 3 to 5 business days. Mobile Money providers can sometimes cause delays beyond our control, so it may take a little longer to reach you. If you have not received your refund, contact us with your order details.
8. If you are not satisfied
If you disagree with our decision, reply to our message and ask for a review by a senior member of the team. Our Terms of Service explain how disputes that cannot be resolved informally are handled under Ghanaian law.
Need help with an order?
Reach our support team every day, 7am to 10pm.