Refund & Cancellation Policy

Because our drinks are prepared specifically for individual orders, cancellations should be requested as soon as possible.

Before preparation begins

If you request cancellation before your drink order has entered preparation, we will review the request and may cancel the order and issue an applicable refund.

After preparation begins

Once preparation has started, cancellation may no longer be possible because the ingredients and materials may already have been used to prepare the order.

If you experience an issue with an order, please contact us so we can review it.

If we send you an incorrect item or an item is missing from your order, please contact us promptly.

Provide:

• Order number.
• Item affected.
• Description of the issue.
• Photograph where useful.

Depending on the circumstances, we may:

• Replace the affected item.
• Provide another appropriate remedy.
• Issue a refund for the affected item.

If a product arrives damaged, contact us as soon as reasonably possible.

Please provide photographs and your order number so that we can investigate the issue.

Where appropriate, we may replace the product or provide an applicable refund.

For ingredients, toppings, packaging, equipment and other physical products, refund or return requests will be assessed based on:

• The condition of the product.
• Whether the product is defective.
• Whether the wrong product was supplied.
• Whether the product was damaged before or during delivery.
• Whether the product has been opened or used.
• The nature of the product.
• Applicable consumer protection laws.

Certain products, particularly food ingredients and consumable products, may not be eligible for return simply because a customer has changed their mind after delivery, especially where returning the product would create health, safety or quality concerns.

However, this does not remove any legal rights relating to defective, unsafe, incorrectly supplied or otherwise qualifying goods.

The FCCPA recognises consumer rights relating to the return of goods in applicable circumstances and provides protections where goods fail required quality and safety standards.

Boba Academy is a digital educational product.

Because course access may be provided immediately after payment, refunds may be limited once access has been granted, subject to applicable law and the circumstances of the request.

If you experience a technical problem that prevents you from accessing the course, please contact us so we can investigate and resolve the issue.

Course materials may not be copied, shared or redistributed.

Boba HQ may cancel an order in circumstances including:

• Payment cannot be verified.
• A product becomes unavailable.
• There is a significant product or pricing error.
• Delivery cannot reasonably be completed.
• We reasonably suspect fraudulent or unauthorised activity.
• Other circumstances prevent us from fulfilling the order.

Where payment has already been received and the order is cancelled by Boba HQ, any applicable refund will be processed in accordance with applicable law and the circumstances of the cancellation.

Where a refund is approved, we will normally return the money through an appropriate payment method.

For bank-transfer orders, we may request the customer's bank details where necessary to process the refund.

We will never ask for your bank PIN, ATM PIN, online banking password or other security credentials.

Once a refund has been approved, processing time may depend on the payment method and banking system involved.

We will communicate any relevant refund information to you.

Where an order is cancelled or refunded, the treatment of delivery fees will depend on the reason for the cancellation or refund and the circumstances of the order.

Where the issue is caused by Boba HQ, we will review the delivery charge as part of the resolution.

Where the issue is caused by incorrect information supplied by the customer, customer unavailability or another customer-related circumstance, delivery charges may not be refundable.

This will always be considered in accordance with applicable law.

Contact:

Please include:

• Your full name.
• Order number.
• Date of order.
• Product or drink affected.
• Reason for your request.
• Photos or other supporting information where relevant.

We may request additional information to properly investigate the issue.

We encourage customers to contact Boba HQ first so that we can investigate and resolve any issue directly.

If a consumer remains dissatisfied, applicable Nigerian consumer-protection channels remain available. The FCCPC states that consumers can first engage the provider and may then escalate a complaint through its complaint-resolution channels where appropriate.