Effective Date: 12th June, 2026
Business Name: ReserveBird
Website/App: https://reservebird.the-swep.org
Contact Email: reservebird@gmail.com
WhatsApp Only: +2348167468232
1. Introduction
This Refund, Cancellation, Replacement and Delivery Issue Policy explains how ReserveBird handles refunds, cancellations, missed payments, failed delivery, product quality issues, replacements, and store credit.
ReserveBird deals with farm products, many of which are live, perishable, seasonal, pre-ordered, dressed, chilled, frozen, or specially allocated. Because of this, refund and cancellation rules must balance customer protection with the realities of farming, feeding, processing, packaging, cold-chain handling, and delivery planning.
This Policy should be read together with our Terms and Conditions and Privacy Policy.
2. General Refund Principle
We aim to be fair, transparent, and reasonable.
Where ReserveBird fails to supply a confirmed order, supplies the wrong product, or supplies a product that is materially defective or significantly different from what was agreed, the customer may be entitled to a replacement, correction, store credit, partial refund, or full refund depending on the situation.
However, because many products are perishable or specially reserved, refunds may not apply in all situations, especially where the customer cancels late, misses pickup, is unavailable for delivery, provides incorrect information, or fails to complete payment.
3. Reservation Fees and Deposits
Reservation fees and deposits are used to reserve birds/products, plan production, allocate supply, arrange feeding, schedule processing, and secure fulfilment capacity.
Unless otherwise stated in writing at the time of booking:
- Reservation fees may be refundable within the early cancellation window.
- Reservation fees may become partly refundable after production, allocation, or feeding commitments have started.
- Reservation fees may become non-refundable close to the fulfilment date.
- Deposits for specially allocated live birds, dressed/frozen products, bulk orders, festive orders, or customised orders may attract cancellation charges.
The exact cancellation charge may depend on timing, product type, and costs already incurred.
4. Suggested Cancellation Windows for Pre-Orders
Unless a specific campaign states otherwise, the following cancellation guide may apply:
More than 30 days before fulfilment date
Customer may request cancellation.
ReserveBird may issue a refund less any reasonable payment processing, administrative, or reservation handling charge.
15–30 days before fulfilment date
Customer may request cancellation.
ReserveBird may issue a partial refund or store credit after deducting reasonable costs already incurred, including allocation, feeding, logistics planning, processing preparation, or administrative costs.
7–14 days before fulfilment date
Refunds may be limited.
ReserveBird may offer store credit, transfer of order to another customer, or partial refund where possible.
Less than 7 days before fulfilment date
Refunds may not be available for live, dressed, frozen, festive, bulk, or specially allocated products except where ReserveBird is unable to fulfil the order or applicable law requires otherwise.
ReserveBird may, at its discretion, allow order transfer, pickup rescheduling, product substitution, or store credit.
5. Subscription and Instalment Payment Refunds
Customers on monthly or instalment plans must follow the agreed payment schedule.
If a customer misses payment:
- We may send reminders.
- We may allow a grace period.
- We may suspend product allocation.
- We may move the customer to a smaller product category.
- We may cancel the order after repeated missed payments.
- We may apply reasonable cancellation or administrative charges.
Where a customer voluntarily cancels a payment plan, any refund or store credit will depend on amount paid, timing of cancellation, product allocation status, feeding or production costs incurred, processing or logistics commitments made, and campaign-specific terms.
Reservation fees may be deducted before any refund is calculated.
6. Full Payment Requirement
Unless ReserveBird expressly agrees otherwise in writing, all orders must be fully paid before pickup, delivery, processing, or release.
If a customer fails to complete payment before the payment deadline, ReserveBird may:
- Cancel the order
- Reallocate the product
- Move the customer to a later batch
- Offer store credit after deductions
- Apply cancellation charges
- Offer a smaller product category based on the amount paid
7. Refunds for ReserveBird’s Failure to Fulfil
If ReserveBird cannot fulfil a confirmed and fully paid order, we may offer one or more of the following:
- Replacement product
- Alternative size/category
- Rescheduled fulfilment
- Store credit
- Partial refund
- Full refund
Where the failure is entirely due to ReserveBird and no acceptable alternative is available, a full refund may be issued.
8. Product Quality Issues
Customers must inspect products upon pickup or delivery.
For live birds, report any issue immediately before accepting the bird.
For dressed, chilled, or frozen products, report issues as soon as possible and preferably immediately upon receipt.
To process a complaint, we may request:
- Order ID
- Photos or videos
- Product packaging
- Delivery or pickup time
- Description of the issue
- Proof that the product was stored properly after receipt
Where a valid quality issue is confirmed, ReserveBird may offer:
- Replacement
- Partial refund
- Full refund
- Store credit
- Discount on future order
Refunds or replacements may not apply where the issue resulted from customer mishandling, delayed pickup, delayed storage, improper refrigeration, refreezing after thawing, contamination after delivery, or improper cooking.
9. Live Bird Refund Rules
For live birds, customers or their representatives should inspect the bird at pickup or delivery.
Once a live bird is accepted, ReserveBird will not be responsible for:
- Death after acceptance
- Escape after acceptance
- Injury after acceptance
- Mishandling by customer
- Poor storage or transport by customer
- Slaughtering issues outside our control
- Customer’s failure to provide suitable handling conditions
If a live bird is visibly unfit at the point of pickup or delivery and the customer reports it immediately before acceptance, ReserveBird may offer replacement, exchange, partial refund, or full refund depending on availability and circumstances.
10. Dressed, Chilled, or Frozen Product Refund Rules
Dressed, chilled, or frozen products are perishable.
Customers must collect or receive them promptly and store them properly.
Refunds may not apply where:
- Customer delays pickup
- Customer is unavailable for delivery
- Product thaws because customer was unreachable
- Product spoils due to delayed storage
- Customer fails to refrigerate or freeze promptly
- Product is tampered with after delivery
- Product is transported improperly after pickup
- Complaint is made too late for verification
If ReserveBird supplies a dressed/frozen product that is spoiled, unsafe, wrongly packaged, or materially different at the time of delivery or pickup, and the issue is reported promptly with evidence, ReserveBird may offer replacement, refund, or store credit.
11. Failed Delivery
A delivery may fail if:
- Customer is unavailable
- Customer does not answer calls
- Address is incorrect or incomplete
- Estate/building access is denied
- Customer changes address after dispatch
- Customer refuses to receive the order without valid reason
- Payment is incomplete
- Delivery location is unsafe or inaccessible
Where delivery fails due to customer fault:
- Redelivery may attract an extra charge.
- Pickup may be offered instead.
- Perishable products may not qualify for refund.
- Live birds may be returned to holding at customer’s cost where possible.
- Frozen/dressed products may attract cold storage or handling charges where applicable.
12. Pickup Point Issues
Customers must collect orders within the stated pickup window.
If a customer fails to pick up within the stated window:
- ReserveBird may hold the product only where feasible.
- Additional storage or handling fees may apply.
- Perishable products may not qualify for refund.
- Live birds may be reallocated, resold, or held at customer’s cost.
- Frozen products may be moved to cold storage at customer’s cost where available.
ReserveBird is not responsible for missed pickup caused by customer delay, wrong pickup location selection, or failure to follow pickup instructions.
13. Order Changes
Customers may request changes to:
- Delivery address
- Pickup point
- Product type
- Product size/category
- Delivery date
- Live/dressed/frozen option
- Recipient name or phone number
Changes are subject to availability and operational feasibility.
ReserveBird may reject changes requested too close to fulfilment date, after processing, after dispatch, or after route assignment.
Address changes may close on a stated deadline before delivery week.
14. Bulk, Corporate, Church, Estate, and Group Orders
Bulk and group orders may have separate refund and cancellation terms.
For group orders, ReserveBird may deliver to one approved representative or pickup coordinator.
Once the order is released to the approved representative, ReserveBird is not responsible for internal distribution disputes within the group.
Bulk order deposits may be partly or fully non-refundable depending on the timing and cost already incurred.
15. Processing, Packaging, and Delivery Fees
Processing, packaging, payment processing, cold storage, and delivery fees may be non-refundable once the service has been performed or arranged.
Where a refund is approved, these costs may be deducted unless the refund is due entirely to ReserveBird’s fault.
16. Refund Method and Timeline
Approved refunds may be made through the original payment method or another method agreed by ReserveBird.
Refund processing timelines may depend on:
- Payment processor
- Bank processing time
- Verification of claim
- Internal approval
- Dispute investigation
ReserveBird will make reasonable efforts to process approved refunds within [Insert Number] business days after approval.
17. Store Credit
Where appropriate, ReserveBird may offer store credit instead of cash refund.
Store credit may be used for future purchases, including poultry, eggs, farm produce, delivery fees, or other available products.
Store credit may have an expiry date, which will be communicated to the customer.
18. Non-Refundable Situations
Refunds may not be available where:
- Customer changes mind after the cancellation window
- Customer fails to complete payment
- Customer misses pickup or delivery
- Customer provides wrong address or phone number
- Customer refuses product without valid reason
- Product has been accepted and later mishandled
- Perishable product spoils due to customer delay
- Live bird dies or is injured after acceptance
- Product is processed or customised according to customer request
- The order was transferred to another person
- Customer violates our Terms and Conditions
This does not limit any statutory rights the customer may have under applicable law.
19. How to Request a Refund, Replacement, or Cancellation
To request a refund, cancellation, replacement, or store credit, contact us through our official support channel:
Email: [Insert Email]
Phone/WhatsApp: [Insert Phone Number]
Please include:
- Full name
- Phone number
- Order ID
- Payment evidence
- Product ordered
- Reason for request
- Photos/videos where applicable
- Preferred resolution
Incomplete requests may delay review.
20. Abuse of Refund Policy
ReserveBird reserves the right to reject refund requests, suspend accounts, cancel orders, or refuse service where we reasonably suspect:
- Fraud
- False claims
- Repeated abuse
- Chargeback abuse
- Tampering with products
- Fake evidence
- Misrepresentation
- Harassment or threats against staff or partners
21. Changes to This Policy
ReserveBird may update this Refund, Cancellation, Replacement and Delivery Issue Policy from time to time.
The updated version will be published on our website or communicated through our official channels.
22. Contact Us
For refund, cancellation, replacement, or delivery issue requests, contact:
ReserveBird
Email: reservebird@gmail.com
WhatsApp: +2348167468232
Address: 33, Irede Street, Ife, Osun