Returns, Cancellations and Refunds Policy
This is one of the Marketplace Policies named in FuelFinder's Terms and Conditions. It explains, in plain language, how part of the Terms works in practice. Read the two together; if anything here differs from the Terms, the Terms apply.
Cancelling an order
You can cancel an order yourself, from the order page, for as long as no supplier has committed to it. In practice that means:
- An order waiting for a supplier, including an offer at a price you named that nobody has accepted yet. If you had already paid by card, you are refunded.
- An order you will pay for by bank transfer, until your transfer has been reported or has arrived. If a supplier has already accepted it, the stock they set aside goes back to them.
- An instalment order, until the deposit has been paid.
Once a supplier has committed and the order has been paid for, the supplier has set aside stock and arranged delivery. Cancelling then affects them, so it goes through our support team, who consider whether the order has been accepted, whether fulfilment has started, whether fuel has been allocated or a driver engaged, and what costs have already been incurred. You are not automatically entitled to a full refund where a supplier has legitimately incurred costs relying on an accepted order.
If you have told us a bank transfer has been sent, you can no longer cancel it yourself, because the money may already be in our account. Contact support: we check the payment and send it back.
When you can be refunded
A refund may be due where:
- an order is validly cancelled after payment;
- a supplier does not fulfil an order they accepted, or delivery does not happen;
- the wrong product is supplied;
- there is a material shortfall in the quantity delivered, in which case a correction or a partial refund may be the right outcome;
- the product materially fails to meet the agreed specification, or there is a valid quality, safety or contamination problem; or
- another circumstance arises under this policy or Nigerian law.
We may ask for evidence before approving a refund. Photographs, delivery records and messages on the order help most.
How refunds are paid
Approved refunds are paid through our payment provider and, wherever possible, back to the way you paid. A card payment goes back to the card. A bank transfer is returned to you by our finance team by bank transfer, once we have checked it against the payment we received.
How long a refund takes to reach you depends on the payment provider, your bank and, if there is a dispute, how long it takes to resolve. A refund of ₦5,000,000 or more is approved by two members of our staff before it is sent.
Raising a problem with a delivery
Check the quantity at the point of delivery where you reasonably can, and raise a problem as soon as you notice it. You, the supplier and the driver on an order can each raise a dispute from the order page, saying what went wrong (quantity, a delivery that did not arrive, damage or quality, a payment issue, or something else) and describing it in your own words. Only someone involved in an order can dispute it.
We review the order record, the messages, the delivery photographs and location records, the quantity records and any other evidence. While a dispute is open, the supplier's payment for that order is held, so the money cannot go out before the problem is settled. When it is resolved we decide whether the outcome is a correction, a partial refund, a full refund, or the supplier being paid.
Our dispute process is a way for us to help the parties settle a problem. It is not a court, and it does not take away any right you have under Nigerian law.
Returning fuel
Fuel and gas cannot be returned by courier or ordinary shipping. Where a product genuinely has to be recovered and doing so is lawful, it is arranged safely, by an authorised party, in line with safety, transport and environmental rules. We will tell you what is needed.
Chargebacks
If you think a payment was taken wrongly, please contact us first so we can put it right quickly. You keep the right to dispute a payment that really was unauthorised or unlawful with your bank. Raising a chargeback that you know is improper is fraud, and we may suspend the account, investigate, and give the payment provider the information it asks for.
Your legal rights
If you are buying as an individual consumer, you have rights under Nigerian consumer-protection law that this policy does not limit. You may also complain to the Federal Competition and Consumer Protection Commission.
Contact
Fuel Finder Energy Limited, trading as FuelFinder, Abuja, Nigeria. Email support@fuelfinder.energy. Please include your order number.