SnapAct operates a verified multi-vendor e-commerce marketplace and logistics facilitation platform. We run our own delivery fleet, vet every merchant and rider, and resolve refund and dispute issues directly with you — there is no third-party logistics provider to negotiate with.
1. Overview
Every order on SnapAct is paid through verification-backed checkout. Your payment is split at settlement by our CBN-licensed payment provider directly into the verified merchant's sub-account, the verified rider's sub-account, and SnapAct's service-fee sub-account. SnapAct does not custody any portion of your payment at any point. Refunds, where due, are processed back to your original payment method through the same payment provider.
2. When you're eligible for a refund
You are eligible to request a refund in the following situations:
- Order not delivered. The order is not delivered within the agreed window and the rider cannot complete the handoff.
- Delivery cannot be confirmed. The 4-word handoff phrase is not exchanged, indicating the package did not reach you.
- Wrong or damaged item. The wrong item is delivered, or the item is delivered damaged, and you report it within 24 hours with photos.
- Merchant cancels after acceptance. The merchant fails to fulfil an order they have already accepted.
- Duplicate charge. A duplicate charge occurred due to a technical error on SnapAct or the payment provider.
- Verification failure on SnapAct's side. A SnapAct-side error (catalog mistake, rider mis-routing, dispatch failure) prevented the order from completing.
3. How to request a refund
The fastest path to a refund is from inside the SnapAct buyer app:
- Open the SnapAct app and tap the order in question.
- Tap "Report issue" and select the closest reason.
- Attach any photos or context that help us understand the issue.
This routes directly to SnapAct's dispute resolution team and automatically pulls your order context so we can investigate without delay. You can also email [email protected] with the order reference if you do not have the app to hand. For payout or settlement questions specific to partners or riders, see Section 9 below.
4. Response timeline
SnapAct acknowledges every refund or dispute report within 24 hours of receipt. Most straightforward cases (delivery confirmation gap, duplicate charge, single-item dispute) are resolved within 3–5 business days. Complex cases (partial delivery, multi-merchant orders, contested handoff, suspected fraud) may take longer; you will receive a status update at least every 72 hours until the case is closed.
5. How refunds are processed
Approved refunds are processed back to the original payment method through our integrated payment provider. Timing depends on the payment provider and your bank:
- Card payments: typically 5–10 business days, depending on issuing bank.
- Bank transfers and direct debits: typically 2–5 business days.
- Instant payment methods: often same-day to next-day; depends on the payment provider.
SnapAct cannot route a refund to a different account from the one used at checkout. If your original payment account is closed, we work with the payment provider to resolve, which can extend the timeline.
6. Non-refundable cases
The following are not eligible for a refund:
- Buyer-initiated cancellation after the rider has picked up the item and is in transit.
- Refusal to accept a correctly delivered order matching the order details.
- Reports filed more than 7 days after delivery without reasonable cause.
- Orders flagged as fraudulent during SnapAct's trust-and-safety review.
- Service fees on orders that completed successfully and were not disputed within the eligible window.
7. Logistics-related refunds
SnapAct operates its own verified delivery fleet. Every rider is onboarded, vetted, and accountable to SnapAct directly — there is no third-party logistics provider in the loop. This means delivery-related issues (lateness, damage in transit, wrong drop-off address, no-show) are SnapAct's responsibility to resolve. You do not have to negotiate with an external logistics partner; we mediate, refund where applicable, and address rider conduct through our own operations team.
Where a rider is at fault, the delivery fee component of your order is fully refundable. The merchant portion is handled separately based on whether the goods were correctly fulfilled at the merchant's end.
8. Disputed transactions and chargebacks
If you dispute a transaction directly with your bank, we still encourage you to file the same issue with SnapAct support — this lets us resolve the underlying issue faster and provides evidence to support your bank's review. Chargebacks against SnapAct are addressed through our integrated payment provider's standard dispute resolution process and remain governed by the payment provider's chargeback timelines and rules.
SnapAct cooperates fully with bank-led investigations and reserves the right to deactivate accounts that repeatedly file chargebacks without first attempting in-app resolution, particularly where the underlying order was correctly delivered and verified.
9. For partners and riders
Partners: payout disputes (incorrect split, missed settlement, sub-account routing issue) should be raised at [email protected] with the transaction reference. We confirm receipt within 24 hours and reconcile with the payment provider where needed.
Riders: payout disputes (missing fare, incorrect deduction, weekly batch issue) should be raised at [email protected] with the trip reference. Resolution is typically within one payout cycle.
10. Changes
We may update this Refund Policy from time to time as our operations or applicable regulations evolve. Material changes will be announced via the SnapAct app and on this page. Continued use of SnapAct after the new effective date constitutes acceptance unless applicable law requires additional notice.
11. Contact
Buyers: [email protected]
Partners: [email protected]
Riders: [email protected]
Postal: SnapAct Limited, 20 Irepodun Street Olosun, Ota, Ogun 112001, Nigeria.