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Leesha Refund and Cancellation Policy

Effective Date: June 5, 2025

This policy outlines how refunds and cancellations are handled on the Leesha platform for buyers and sellers.

1. Order Cancellations

1.1 By Buyers

  • Before Acceptance: You may cancel an order anytime before the seller accepts it. A full refund will be issued if payment has already been made.

  • After Acceptance: If the order has been accepted by the seller, cancellations may be denied—especially for custom or same-day items. If allowed, only partial refunds (excluding costs for ingredients/preparation) may apply.

  • Last-minute Cancellations (less than 2 hours before delivery/pick-up): These are non-refundable unless the seller agrees or fails to fulfill the order.

1.2 By Sellers/Bakers

  • If a seller cancels after accepting an order, a full refund will be issued to the buyer, and the seller may face account review if cancellations are frequent.

  • Leesha may compensate the buyer with a voucher or wallet credit in some cases.

2. Refunds

2.1 When Refunds Are Allowed

Refunds are considered only in the following cases:

  • Order not delivered within the agreed time and no communication from seller.

  • Incorrect order received (e.g. wrong item or missing items).

  • Order not as described, e.g. clearly different product than listed.

  • Unsafe or spoiled food, substantiated by photos or reports within 2 hours of delivery.

2.2 When Refunds Are NOT Allowed

Refunds will not be issued for:

  • Change of mind after order is already being prepared.

  • Allergy or dietary issues, if allergens were clearly listed.

  • Dissatisfaction with taste, unless food was inedible or clearly spoiled.

  • Delayed delivery, unless it exceeds 90 minutes beyond the agreed time with no communication.

3. Refund Methods

  • Refunds will be made to your Leesha wallet, original payment method, or bank transfer, depending on your selected option.

  • Refunds may take 2–5 working days to process, depending on your bank/payment method.

4. Payment on Delivery Orders

For Pay-on-Delivery orders:

  • You are allowed to reject the order at the point of delivery if:

    • The item is obviously incorrect or spoiled.

    • The order arrives more than 2 hours late with no prior notice.

Once accepted at delivery, no refund will be issued.

5. Special Orders and Pre-orders

Custom cakes or pre-orders (48 hours in advance or more):

  • May require a non-refundable deposit (at seller’s discretion).

  • Cannot be cancelled within 24 hours of delivery unless the seller agrees.

6. How to Request a Refund

To request a refund:

  1. Open the Leesha app or website.

  2. Go to My Orders > Select the order > Tap Request Refund.

  3. Provide a reason and attach evidence (photos, messages, etc.) if applicable.

  4. Leesha will review the request within 24–48 hours.

7. Disputes and Final Decisions

Leesha reserves the right to:

  • Investigate any refund request.

  • Contact the buyer and seller.

  • Make a final decision in good faith, based on evidence and platform rules.

8. Contact Us

For support regarding a refund or cancellation:

📧 Email: support@theleesha.com
📱 WhatsApp/Call: +234 7030177567
🕒 Support Hours: Monday–Saturday, 9 AM – 6 PM (WAT)