Refund Policy

1. General principle

Once a hamper has been successfully paid for, funds are reserved for the selected gifts and recipients. Refunds are considered only in the situations described in this policy.

2. When you may be eligible for a refund

• Your payment was charged more than once for the same hamper.
• A payment succeeded but the hamper was not created due to a technical failure on our platform.
• A gift could not be delivered because of an error on our side or a verified failure by a fulfillment partner.
• You were charged without authorization and we confirm fraudulent activity on your account.
• We cancel a hamper or transaction in accordance with our terms or applicable law.

3. When refunds are generally not available

• A recipient has already claimed one or more gifts in the hamper.
• You entered incorrect recipient details and the hamper was delivered to the contact information you provided.
• You changed your mind after payment, except where required by law.
• A recipient chose not to claim a gift before any applicable expiry period.
• Delays caused by third-party networks, banks, telcos, billers, or payment providers outside our reasonable control.
• Service fees that have already been incurred for processing the hamper.

4. Unclaimed gifts and partial refunds

If some gifts in a hamper remain unclaimed after the applicable claim window, we may, at our discretion, allow the sender to recover the unused gift value for those unclaimed items. Hamper service fees are non-refundable unless we determine the failure was caused by our platform.

5. Fees

Hamper service fees (7.5% + ₦100/gift, first 3 free (max ₦5,000 per recipient, ₦50,000 per order)) cover payment processing, platform operations, and fulfillment coordination. Approved refunds typically return the eligible gift value; fees may be excluded unless the refund is due to our error or a failed transaction.

6. Failed or pending payments

If a payment fails or remains pending, no hamper will be sent and you should not be charged. Any temporary bank holds associated with failed attempts are handled by your bank or payment provider and may take a few business days to reverse.

7. How to request a refund

Contact us at hello@hampify.co within 7 days of the transaction. Include your account email, hamper reference or transaction ID, payment date, amount paid, and a brief explanation of the issue. We may request additional information to investigate.

8. Refund processing time

Approved refunds are returned to the original payment method where possible. Processing usually takes 5 to 10 business days after approval, depending on your bank or card issuer. Refunds to bank accounts may take longer.

9. Chargebacks

If you dispute a charge with your bank or card provider before contacting us, we may pause related hampers and accounts while the dispute is reviewed. Filing a chargeback without a valid reason may result in account restriction.

10. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page shows when it was last revised. Changes apply to transactions after the updated policy is posted, unless otherwise required by law.

11. Contact us

For refund questions or help with a transaction, email hello@hampify.co. We aim to respond within 2 business days.