SMARTDASH RETURN, REFUND AND CANCELLATION POLICY
Applies to SmartDash customer orders, SmartDasher deliveries and Order Manage merchants
Effective Date: 18th November 2026
Last Updated: 2nd September 2026
1. Purpose and Scope
This Policy explains how SmartDash handles customer cancellations, unavailable orders, delivery problems, item complaints, returns, replacement requests, credits and refunds.
It forms part of the SmartDash User Terms and Conditions and applies to customers, participating merchants and SmartDashers. It must be read together with the order details, the cancellation quote shown in the app and any rights that cannot lawfully be excluded under the laws of the Republic of Ghana.
2. Information Before an Order Is Placed
Before a customer confirms an order, SmartDash is intended to display the main characteristics of the items or services, the merchant, the item price, delivery and service charges, discounts, the total amount payable, the payment method and the available delivery information.
Customers can review the cart, correct quantities or selections, remove items and leave checkout before selecting the final order button. A receipt or order record is made available electronically after the order is placed.
3. Customer Cancellation in the App
A customer who wants to cancel an active order must use the cancellation flow available in the order screen or contact SmartDash Support if that flow is unavailable.
Before the customer confirms cancellation, SmartDash displays the cancellation stage, any applicable deductions or compensation, and the estimated refund. The customer may keep the order or confirm the cancellation after reviewing that information.
The calculation depends on the actual order state, including whether five minutes have passed, preparation has started, the order is ready, a SmartDasher has accepted the delivery, or the package has been collected.
4. Cancellation Calculation
The current SmartDash cancellation rules are:
- an early cancellation is an eligible cancellation made within five minutes while the order is not ready;
- a cancellation before the order is ready may deduct the actual payment-processing charge disclosed in the cancellation quote;
- once an order is marked ready, the merchant may qualify for compensation equal to twenty per cent of the order total;
- where a SmartDasher has accepted the delivery, the SmartDasher may qualify for compensation equal to ten per cent of the order total; and
- after pickup, SmartDasher compensation remains pending until the required return to the merchant is verified.
The cancellation screen controls the exact calculation for the particular order. A fee, deduction or compensation will not be applied where doing so would conflict with a mandatory right or remedy under applicable law.
5. Orders Already Collected by a SmartDasher
If an order is cancelled after the SmartDasher has collected the package, the SmartDasher will be instructed to return it to the merchant. The app may require location-based confirmation near the merchant before the return is treated as complete.
The SmartDasher must keep the package secure, must not use or dispose of it unless instructed, and must complete the return promptly and safely. Any pending SmartDasher cancellation compensation is credited only after the return is verified, unless SmartDash determines that return is unsafe, unlawful or impossible.
Customers should not ask a SmartDasher to return or exchange an item after delivery unless SmartDash Support or the merchant has authorised that process.
6. Merchant or SmartDash Cancellation and Unavailable Items
If an order or item cannot be supplied, SmartDash or the merchant will notify the customer as soon as reasonably possible. SmartDash may offer an approved substitution, remove the unavailable item, cancel the affected part of the order or cancel the full order.
Where SmartDash or the merchant cannot fulfil the transaction, any refund required under applicable law will be initiated without applying customer-fault cancellation compensation. Where section 48 of the Electronic Transactions Act, 2008 (Act 772) applies, money paid for an unavailable or unperformed transaction will be refunded within the period required by that section.
7. Missing, Wrong, Damaged, Spilled, Unsafe or Defective Items
Customers should report an item that is missing, incorrect, damaged, spilled, unsafe, materially defective, unfit for its disclosed purpose or inconsistent with its description through the order-support flow as soon as reasonably possible.
The report should identify the affected item and quantity, explain the problem and include clear photographs of the item, packaging, label, seal or receipt when reasonably available. The customer should keep the item and its packaging until SmartDash or the merchant gives instructions, unless keeping it would create a health or safety risk.
After review, an appropriate remedy may include replacement, redelivery, correction, partial refund, full refund, account credit or another remedy required by law. SmartDash will not require photographic evidence where it would be unreasonable or impossible, but may use available order, delivery and communication records to investigate the claim.
8. Food, Beverages, Perishables and Everyday Consumption Goods
Prepared food, beverages, perishables and other goods intended for everyday consumption and delivered to a home, residence or workplace generally cannot be returned merely because the customer changed their mind after preparation or delivery. Section 49(4)(c) of the Electronic Transactions Act, 2008 excludes these categories from the statutory cooling-off rule described in that section.
This restriction does not remove rights concerning goods that are incorrect, missing, unsafe, contaminated, damaged, materially defective or otherwise do not conform to the order or applicable law.
9. Eligible Non-Perishable Goods
Where the statutory cooling-off right in section 49 of the Electronic Transactions Act, 2008 applies to a non-perishable item, the customer may cancel within the applicable statutory period without giving a reason. The customer is responsible only for the direct cost of returning the goods where the law so provides, unless the return results from a SmartDash or merchant error or a defective item.
The customer must take reasonable care of the item and return it, together with included accessories and packaging where reasonably possible. SmartDash may refuse a change-of-mind return where a statutory exception applies, where a health or hygiene seal has been broken and return would be unsafe, or where applicable law otherwise permits refusal.
10. Return Authorisation and Instructions
A customer must obtain return instructions through SmartDash Support before sending or handing back an item. The instructions may identify the return location, responsible merchant, permitted method, deadline and any evidence required.
Unauthorised returns may not be traceable and may delay the remedy. SmartDash will not require the physical return of unsafe, contaminated or spoiled food where doing so could create a health risk; photographs, disposal confirmation or another reasonable form of evidence may be requested instead.
11. Refund Method
Approved monetary refunds are normally sent to the original payment method through the payment provider used for the order. Account credit or a replacement will be used only where selected by the customer, permitted by law or reasonably required because the original method cannot receive the refund.
SmartDash initiates an approved refund promptly. The time for the money to appear after initiation may depend on Paystack, a bank, a mobile-money operator or another payment provider. Provider processing time does not extend any maximum refund period imposed by applicable law.
12. Charges, Tips, Discounts and Promotions
Whether delivery charges, service charges, payment-processing charges and tips are refunded depends on the reason and stage of the cancellation, the service already performed and applicable law. The cancellation quote shows the order-specific calculation before a customer confirms a voluntary cancellation.
Discounts, credits and promotions have no cash value unless their specific terms or applicable law provide otherwise. A refunded order may restore an eligible promotion or provide an equivalent adjustment when the applicable promotion terms allow it.
13. Partial Orders and Substitutions
A customer will not be charged for an unavailable item that is removed without an approved replacement. A substitution must follow the preferences shown in the order or be accepted through the available SmartDash process.
If the customer receives fewer goods than ordered, goods of a different description or extra goods that were not ordered, SmartDash and the merchant will apply an appropriate remedy consistently with the Sale of Goods Act, 1962 (Act 137) and other applicable law.
14. Evidence, Review and Decision
SmartDash may review order timestamps, merchant preparation records, dispatch status, live or historical delivery location where lawfully retained, delivery confirmation, photographs, payment records and communications relevant to the request.
SmartDash will communicate the outcome and, where appropriate, explain the approved remedy or reason for denial. A customer may ask Support to reconsider a decision and provide additional relevant information.
15. Fraud and Misuse
SmartDash may investigate, limit or reject claims involving fabricated evidence, altered images, repeated false reports, collusion, duplicate refund requests, payment abuse or other misuse. SmartDash may restrict an account while a reasonable investigation is carried out.
This section does not permit SmartDash to reject a genuine claim without fair consideration or to remove a mandatory consumer right.
16. Merchant Responsibilities
Merchants must prepare and package orders accurately, keep item and availability information current, follow applicable food-safety and product rules, preserve relevant order records, cooperate with a return or complaint investigation and honour a remedy allocated to the merchant under the Order Manage terms or applicable law.
Returned food or other safety-sensitive goods must not be resold unless lawful and demonstrably safe. The merchant is responsible for safe handling, quarantine or disposal as appropriate.
17. SmartDasher Responsibilities
SmartDashers must protect packages in their possession, follow pickup and delivery instructions, report damage or an incident promptly, provide truthful delivery evidence and follow an authorised return instruction after cancellation.
A SmartDasher must not retain, consume, transfer or dispose of a cancelled package unless SmartDash or the merchant expressly instructs the SmartDasher to do so or an immediate safety risk requires a different action.
18. Food-Safety Complaints
Food-safety concerns should be reported immediately through SmartDash Support. Customers should seek urgent medical assistance where necessary and should not consume an item they reasonably suspect is unsafe.
SmartDash may refer a serious complaint to the merchant, the Food and Drugs Authority Ghana or another competent authority and will preserve relevant records as required by law.
19. Statutory Rights and Governing Law
This Policy is governed by the laws of the Republic of Ghana and is intended to operate consistently with the Electronic Transactions Act, 2008 (Act 772), the Sale of Goods Act, 1962 (Act 137), the Public Health Act, 2012 (Act 851) and other applicable legislation.
Nothing in this Policy excludes, restricts or waives a consumer right or remedy that cannot lawfully be excluded. If this Policy conflicts with a mandatory legal requirement, that requirement controls.
20. Contact and Complaints
Questions, cancellation problems, return requests and refund complaints may be submitted through the support option in the relevant SmartDash order or to:
SmartLogic Tech / SmartDash
East Airport / Nungua 121
Digital Address: GZ-121-9506
Accra, Ghana
Website: smartlogictechs.com
Email: support@smartlogictechs.com
A customer may also exercise any right to complain to the Food and Drugs Authority Ghana, another competent regulator, a tribunal or a court. Contacting SmartDash first does not remove that right.