Refund Policy, Order Cancellations & Processing Times
Learn when an order can be cancelled, how refunds are processed, and timelines for Mobile Money and Card reversals.
Step-by-Step Instructions
Report Issue in App
Navigate to "Order History" > select your order > tap "Report an Issue" or "Request Refund".
Select Reason & Attach Photo
Choose missing item, wrong order, damaged package, or excessive delay. Attach a clear photo of the receipt and items.
Instant Support Review
Our 24/7 ops team cross-references the order log, kitchen receipt, and courier transit timestamp.
Disbursement of Funds
Approved refunds are credited immediately as GrabGo Wallet Credits or refunded back to your original Mobile Money / Card account.
Refund Timelines by Payment Method
Depending on the payment channel used:
GrabGo Wallet Credits
Instant (available within 60 seconds for your next order or transfer).
MTN MoMo / Telecel Cash Reversals
Processed automatically within 15 minutes to 2 hours depending on telco network queue.
Debit / Credit Card (Paystack)
1 to 3 banking business days depending on your Ghanaian issuing bank.
Frequently Asked Questions on This Topic
What if money was deducted from my MoMo wallet but the order failed?
Our automated reconciliation engine detects unmatched deductions within 60 seconds and triggers an automatic reversal back to your Mobile Money wallet within 15–30 minutes.
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