Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Cancellation Policy

This Cancellation Policy explains when and how you can cancel orders, service bookings, food deliveries, and other transactions on Servana, and what fees or refunds may apply.

1. Marketplace Product Orders

Before Vendor Acceptance

You may cancel freely before the vendor accepts your order. A full refund is issued to your original payment method or Servana Wallet.

After Vendor Acceptance, Before Shipment

Cancellation is allowed but may be subject to a restocking fee (up to 10% of order value) if the vendor has already begun preparing the order. Contact support if the vendor has not shipped within the stated handling time.

After Shipment

Orders in transit cannot be cancelled. You may refuse delivery or initiate a return after delivery per our Refund & Return Policy.

2. Service Bookings

Cancellation rules for professional services depend on timing relative to the scheduled appointment:

• More than 24 hours before: Free cancellation with full refund
• 12–24 hours before: Cancellation fee of up to 25% of booking amount
• Less than 12 hours before: Cancellation fee of up to 50% of booking amount
• Less than 2 hours before or no-show: Up to 100% charge; no refund

Individual providers may set stricter or more lenient policies displayed at booking time. The policy shown at checkout applies to your booking.

3. Doctor & Healthcare Appointments

Healthcare bookings follow provider-specific cancellation policies. Generally:

• Free cancellation up to 24 hours before the appointment
• Late cancellations may forfeit the consultation fee
• Emergency cancellations are reviewed case-by-case

4. Food & Restaurant Orders

• Before restaurant accepts: Free cancellation, full refund
• After restaurant accepts, before preparation: Cancellation allowed; refund at restaurant discretion
• After food preparation begins: Cannot be cancelled; no refund

5. Gas & Fuel Delivery

Gas orders may be cancelled before dispatch. Once a cylinder has been loaded for delivery, cancellation may incur a dispatch fee. Safety-related cancellations (e.g., inaccessible location) are handled without penalty after verification.

6. Hotel & Accommodation Bookings

Hotel cancellation policies are set by each property and displayed at booking. Common policies include:

• Free cancellation: Cancel before the stated deadline for full refund
• Non-refundable: No refund upon cancellation (often discounted rates)
• Partial refund: Cancel within a window for partial refund

7. Delivery Requests

On-demand delivery requests may be cancelled:

• Before rider pickup: Free cancellation
• After rider pickup: Cancellation fee may apply to cover rider's time and distance
• After delivery completion: Cannot be cancelled

8. How to Cancel

1. Open the Servana app and go to My Orders or My Bookings
2. Select the order or booking you wish to cancel
3. Tap Cancel and select a reason
4. Review any applicable fees and confirm cancellation
5. Refund (if applicable) is processed per our Payment Policy

9. Vendor & Provider Cancellations

If a vendor or provider cancels your order or booking, you receive a full automatic refund. Repeated cancellations by the same vendor/provider may affect their platform standing.

10. Servana-Initiated Cancellations

Servana may cancel orders due to: pricing errors, payment fraud, vendor unavailability, policy violations, or force majeure events. Full refunds are issued in such cases.

11. Contact

Cancellation support: support@servana.ng

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Questions? Contact support@servana.ng or privacy@servana.ng.