Refund & Cancellation Policy

When you place an order, request equipment hire or submit a promotion, we put the amount on hold in your wallet. Money on hold is still yours: it shows separately from your available balance and is only charged when our team approves the request.

• Rejected by us: the full hold is released to your available balance straight away, with the reason.
• Cancelled by you before approval: the full hold is released.
• Approved: the hold becomes a charge and appears in your statement.

If an order didn't arrive, arrived damaged, was the wrong item or isn't as described, open a case from the order page in your dashboard (Report a problem or return) within 30 days of the order. You can have one open case per order.

Our team reviews every case, may ask for photos or details in chat, and then either resolves it, with a full or partial refund to your wallet where appropriate, or closes it with an explanation. You'll be notified in the app and by email. You can withdraw a case at any time while it is open.

Where goods are sold by an independent seller, we'll work with the seller to put things right, but refunds from us are limited to the amount you paid through your wallet for that order.

• Before we approve: cancel at any time and the full hold is released.
• After approval, free cancellation until 24 hours before the hire starts. Everything is released, including the security deposit.
• Late cancellation (an approved booking cancelled within 24 hours of the start): a fee is charged on the hire charges (hire, operator and delivery). The percentage is shown on the machine's page and in your booking, and is 10% unless stated otherwise. The rest, and your deposit, are released.
• Security deposit: released after the equipment is returned and checked. Fees for late return or damage beyond normal wear are taken from the deposit first. If they are larger than the deposit, the difference is charged to your wallet. Every fee is itemised in your booking.
• If we can't provide the equipment we approved, you get a full refund of anything charged for that booking.

• Rejected promotions, and promotions you cancel before they go live, are released in full.
• Once a promotion is live it can't be refunded, because the placement and messages have already started.
• If we have to stop a live promotion because of a problem on our side, contact us. We'll review it and can credit the unused days to your wallet.

A deposit is credited only after our finance team matches your transfer to our bank statement. If we can't match it (wrong amount, missing reference, or a receipt that doesn't match a credit), we reject it with a reason and nothing is added. Contact us with the transfer details and we'll help trace it. If money reached our account but the deposit was rejected in error, we'll credit it once confirmed.

You can ask to withdraw your available balance (not money on hold) to a Nigerian bank account in your own name from the Wallet page. Our finance team pays withdrawals by bank transfer on working days and records the transfer reference in your statement. You can cancel a withdrawal request until it has been paid.

Service jobs are quoted and agreed individually. If a confirmed job is cancelled, we'll agree any refund with you based on work already done, materials already bought and crew already scheduled. Results of pest control and farming work depend on factors outside our control, so we don't refund because a specific result (such as complete pest elimination) wasn't achieved, but we will always come back to discuss a fair solution.

Open a case from the order, message us from your dashboard, or contact us on 0904 661 1617 or reddyagroservice@gmail.com. See also our terms of service and the help centre.