1. Draft policy — decisions still needed
This review draft is dated 9 October 2026. The return window, eligible categories, handling of perishable or customised goods, refund processing times and return-delivery costs still require an operator decision and legal review. This draft does not reduce any mandatory consumer rights.
2. Cancel before preparation
The app supports cancellation of eligible orders before preparation begins. A successful cancellation refunds the wallet payment to the Superup wallet. After preparation begins, contact support rather than assuming cancellation is automatic.
3. Wrong, missing or damaged items
Open the order and report the issue through support. Include the order number, a description of the issue and relevant photos if available. Avoid including faces or unnecessary personal documents. Support will need to coordinate with the seller and delivery provider before resolving the issue.
No fixed claim deadline or outcome is promised until the final policy is approved. Lawful remedies remain subject to the circumstances and applicable law.
4. Wallet refunds and Mobile Money payouts
A wallet refund restores an eligible order payment to your Superup wallet. It is not an automatic transfer to your Mobile Money account. Wallet withdrawals follow a separate request and finance-review process.
If your operator shows a debit but the app has no confirmed success, contact support with the payment reference. Do not share a PIN or start duplicate payment requests. Sandbox payments do not represent real spendable funds.
5. How to contact us
Use My account → Contact support, or lumajomia7@gmail.com · +237 673 014 202. Provide an order or transaction reference and the account email so the issue can be located.