Delivery, cancellation and refunds.

1. Scope and responsible business

This policy applies to prepared-food orders placed with Check Check City through the Check Check City app or another channel operated by the business.

Check Check City is responsible for the food sold, order fulfilment, customer support, approved replacements and refunds, and resolution of disputes relating to its orders.

2. Order fulfilment

Customers may choose pickup or delivery when that option is available for the selected branch and destination. Products, prices and availability may differ by branch and can change before an order is accepted.

The order summary shows the items, quantities, fulfilment method, delivery or service fees, online transaction fees where applicable, and total before confirmation. Check these details carefully before placing the order.

An order is subject to branch acceptance. If an item becomes unavailable, the branch may contact the customer to agree a substitution, price adjustment or cancellation.

3. Delivery

• Delivery coverage is determined by the selected branch, the destination and operational availability.
• The estimated fee and delivery time are shown during checkout before the order is placed.
• Estimates may change because of preparation time, order volume, distance, traffic, weather, rider availability or events outside reasonable control.
• The customer must provide a complete, accessible delivery address and a working phone number, and should remain available to receive the order.
• If the destination cannot be located or the customer cannot be reached after reasonable attempts, the order may be delayed, returned to the branch or treated as undeliverable.

Contact customer care if an order is materially later than the latest status or estimate shown in the app.

4. Pickup

For pickup orders, the app identifies the fulfilling branch. Wait until the order is marked ready, or until the branch confirms readiness, before travelling to collect it.

Bring the order details and be prepared to confirm the phone number used for the order. A pickup order is considered fulfilled when it is handed to the customer or a person authorised by the customer.

5. Cancellations and changes

To request a cancellation, call or WhatsApp 054 488 5921 immediately. An order may be cancelled before the kitchen accepts it.

Once the kitchen accepts an order, ingredients may have been allocated and preparation may have begun. Cancellation or material changes are normally unavailable after that point.

If Check Check City cancels an order because it cannot be fulfilled, any amount successfully paid for the cancelled order will be refunded or credited as appropriate.

6. Wrong, missing, damaged or unsafe food

Report the problem within 30 minutes of delivery or pickup. Provide:

• the order number and phone number used for the order;
• the affected item and a clear description of the issue;
• a photo of the item and packaging when reasonably requested and safe to provide; and
• any other information needed to compare the issue with the order record.

Keep the food and packaging available while the issue is reviewed if it is safe to do so. Do not consume food you reasonably believe is unsafe.

Each claim is reviewed using the order record and available evidence. Depending on the circumstances, Check Check City may offer a replacement, account credit, partial refund or full refund.

7. Returns and change of mind

Prepared food is perishable and cannot be restocked. We do not accept physical returns or provide refunds solely because:

• the customer changed their mind after the order was accepted;
• the customer did not like a correctly prepared item or selected the wrong item;
• the customer provided an incorrect address or was unavailable to receive the delivery; or
• an allergy, intolerance or dietary preference was not raised before preparation.

This limitation does not remove any rights the customer may have under applicable Ghanaian consumer law.

8. Approved refunds and credits

• Online payments: an approved refund is initiated to the original payment method where supported.
• Cash payments: the team will agree an appropriate refund or credit method with the customer.
• Partial issues: the remedy may be limited to the affected item or amount.
• Processing time: banks, mobile-money operators and payment processors may require additional time after Check Check City initiates a refund.

Refund status may be communicated through the app, phone or WhatsApp. A refund is not considered complete until the relevant payment provider confirms it.

9. Customer care and disputes

For a fulfilment concern, claim or dispute, contact Check Check City at 054 488 5921 or send a WhatsApp message. Our primary public address is Ayeduase Road, Kumasi, Ghana.

We will try to resolve concerns fairly using the order, payment and support records available to us.