Our policies

Refund & cancellation policy

1. When an order is confirmed

An online order is confirmed when your payment is successful and you see the “Thank you, your order is in” page (and receive a confirmation email, where email is available). Orders placed in-store are confirmed when payment is made at the counter.

2. Cancellations and changes

If you need to cancel or change an order, contact us as soon as possible on WhatsApp 0703 615 6974 or at hello@vitafruity.com.

For immediate orders, preparation may begin shortly after payment. For scheduled orders, contact us before your selected pickup or delivery time.

If preparation has not started and we have not incurred costs specifically for your order, we will cancel it and refund your payment. Where we have already incurred costs, any cancellation charge will be reasonable and will take account of the notice given, the nature of the order and whether the products can be sold to another customer. We will explain any charge and refund the remaining balance.

No cancellation charge applies where prohibited by law, including where an advance order cannot be honoured because of the death or hospitalisation of the person for whose benefit it was placed.

We will try to accommodate changes to items, pickup times, delivery times, outlets or addresses, but changes may not be possible once preparation has started.

3. When we will replace or refund

We will replace the item, or refund the amount paid for it, if:

• you received the wrong item, or an item is missing from your order;
• an item is spoiled, contaminated or otherwise not fit to eat or drink when you receive it;
• we are unable to fulfil your order (for example, an item has run out after you paid, or we can't deliver to your address); or
• you were charged more than once, or charged an amount different from your order total.

We will ask for your agreement before substituting an unavailable item. You may decline the substitution and receive a refund for the unavailable item.

If we cannot fulfil your entire order, we will refund the full amount paid, including delivery and packaging fees. For a partially fulfilled order, we will refund the affected items and any related fees for services or packaging not provided.

An overcharge will be corrected by refunding the excess amount. A duplicate payment will be refunded separately.

4. How to report a problem

Contact us as soon as possible on WhatsApp 0703 615 6974 or at care@vitafruity.com. For missing, incorrect or visibly damaged items, please contact us preferably within two hours of pickup or delivery. We will also assess problems discovered later, including suspected food safety problems and payment errors. This reporting window does not limit your statutory rights.

Include your order reference (it starts with “VF-”), or the name, phone number and approximate time used for the order. Where available, send photographs of the affected item and packaging.

Do not consume food or drinks you suspect are unsafe. Keep the item and packaging only where it is safe to do so; photographs may help us investigate if the item must be discarded.

We will investigate and explain the proposed resolution. We aim to acknowledge complaints within one working day. Approved refunds will be sent to the original payment method. We will confirm when the refund has been initiated; your bank or payment provider may take up to 10 working days to credit it.

5. Discounts and points

If an order paid partly with a discount code or Rewards points is refunded, we refund the amount you actually paid. Points used on the order are returned to your account; discount codes are not reissued unless we decide otherwise.

Nothing in this policy limits any rights you have under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act 2018.

Terms & conditions

By using www.vitafruity.com, creating a Rewards account or placing an order, you agree to these terms and to our other policies on this page.

Ordering and prices

• All prices are in Nigerian naira (₦) and include VAT. Packaging and delivery fees are shown at checkout before you pay.
• We may change prices, products and availability at any time. The price you pay is the price shown at checkout when you place your order.
• Some items are only available at certain outlets (for example, Weekly Hot Meals and Platters may be available at our Airport Road outlet only). The menu shows this, and checkout will not accept an item at an outlet that doesn't offer it.
• Items can sell out. If something you paid for is no longer available, we'll contact you to offer a replacement or a refund for that item.
• Online ordering is open during the hours shown on the website. Outside those hours you can schedule an order for a later time.
• Hot meals are freshly made and can take 30–60 minutes to prepare.

Payment

• Online payments are processed securely by our payment partners. We never see or store your full card details.
• Your order is only confirmed once payment is successful.
• If your account is debited but you do not receive an order confirmation, contact us with your payment reference before paying again. We will check the payment status and confirm whether your order has been accepted or whether a refund or payment reversal is needed.

Your details

Please give a correct name, phone number and email address, and for delivery a full, correct address. We aren't responsible for delays or failed deliveries caused by incorrect details.

Accounts

You're responsible for keeping your password safe and for activity on your account. We may suspend accounts that are used for fraud or to abuse promotions.

Liability

We are responsible for providing food and drinks that meet applicable safety and quality requirements. Where an order is incorrect, incomplete or defective, we will provide an appropriate remedy in accordance with Nigerian law.

Nothing in these terms excludes or restricts liability for injury or damage caused by defective products, or any other liability or consumer right that cannot lawfully be excluded or restricted.

Changes and law

We may update these policies from time to time; the date at the top shows when. These terms are governed by the laws of the Federal Republic of Nigeria.

Delivery & pickup

• Delivery areas and fees: we deliver to the areas listed at checkout. The fee depends on your area and the outlet preparing your order, and is shown before you pay.
• Delivery time: most deliveries arrive within 30–90 minutes of your order being confirmed, depending on distance, traffic and weather. Delivery times are estimates. We will contact you if we expect a substantial delay.
• Scheduled orders: for scheduled pickup, the selected time is the requested collection time. For scheduled delivery, the selected time is the requested arrival time.
• On arrival: our rider will call the phone number on your order. Please make sure someone is available to receive it.
• If we cannot reach you: our rider will call the number provided and normally wait up to 10 minutes. If delivery cannot be completed because nobody is available, we will contact you about collection or redelivery, where safe and practical. An additional delivery fee may apply, and we will confirm it before arranging redelivery. Prepared orders may not qualify for a change-of-mind refund, subject to applicable law.
• Pickup: collect your order from your selected outlet and provide your name or order reference. Contact us promptly if you will be late.
• Uncollected and returned orders: we will hold food and drinks only while they can be stored safely under our food-handling procedures. We may discard products that can no longer be safely supplied. We cannot guarantee collection or redelivery later that day.
• Delivery problems caused by us: where we fail to deliver because of our error, we will arrange an appropriate remedy, which may include redelivery or a refund. If a substantial delay means we can no longer safely fulfil your order, we will contact you and offer a refund for the unfulfilled order.
• Changing outlet or address: contact us as soon as possible. We'll try to help, but once preparation has started we may not be able to make changes.

Rewards & promotions

Vita Fruity Rewards points

• Signed-in customers earn points on online orders, and on in-store purchases when they give their phone number at the counter. The current rates are shown on the website.
• Points are earned on the amount you actually pay for food and drinks (not delivery or packaging) and are added once payment is confirmed.
• Points have no cash value, can't be transferred or exchanged for cash, and can only be used as a discount on Vita Fruity orders.
• We may change how points are earned or used, with notice on the website. Points obtained by fraud or error may be removed.
• Points earned on refunded purchases will be reversed. For partial refunds, we will reverse the points attributable to the refunded amount. Points redeemed against refunded items will be restored.
• Points do not expire.
• Discount codes and Rewards points can be used together on the same order.

Discount codes

• Each code has its own rules (amount, minimum order, dates, number of uses). They're applied to food and drinks only, not delivery or packaging fees.
• Codes have no cash value, can't be exchanged for cash, and unless stated otherwise can be used once per customer.
• We may change or withdraw codes for future orders. This will not change a discount already applied to an accepted, paid order, except where fraud or a clear error requires correction. Sharing is prohibited only where the code’s stated conditions make it personal or non-transferable.

Birthday treat

• Customers who add their birthday (day and month) to their Rewards account receive a personal birthday code once a year, usable once. Birthday codes expire 14 days after the customer’s birthday.
• The code only works when signed in to the account it was issued to. Birthdays can be set once by the customer; corrections are made by our team on request.

Refer a friend

• When a friend signs up using your invite link and their first qualifying online order is paid, you and your friend receive the bonus points shown on your Rewards page, once per friend.
• A qualifying referral order is the invited customer’s first successfully paid online order with a food-and-drink value of at least ₦3,000, after discounts and excluding delivery and packaging. Cancelled or fully refunded orders do not qualify.
• Creating accounts for yourself, or using fake details to earn referral points, isn't allowed and the points may be removed.

Privacy policy

We respect your privacy and handle your personal data in line with the Nigeria Data Protection Act 2023. Vita Fruity (BN 2538874), Sheriff Plaza, Refinery Junction, Effurun, Delta State, is responsible for your data. Contact: hello@vitafruity.com.

What we collect

• Order details: your name, phone number, email address, delivery address and area, the items you order, notes for the kitchen and your chosen outlet and time.
• Rewards account: your name, email, phone number, password (stored securely by our account provider; we can't see it), birthday (day and month only), optional profile photo, points history, discount codes and who invited you.
• Newsletter: your email and first name, if you choose to subscribe.
• Vita Fruity app: if you allow notifications, a notification address for your phone (a code from Apple or Google, not your phone number), linked to your Rewards account when you're signed in, or to the order you're following. For customers, the app doesn't access your contacts, photos (except a profile photo you choose), location or other apps. Our staff also use the app for work; what we collect from staff is explained under If you work for us.
• Vita Fruity Ambassadors (only if you apply): your full name, residential address, phone number, a government ID (its type, number and a photo of it), your bank account details and how you plan to tell people about us; then the orders placed with your code (amounts and masked phone numbers of the customers you bring) and the commission paid to you. Your ID and bank details are kept privately and only Vita Fruity's management can see them.
• Payments: handled by our payment partners. We receive confirmation of payment and the amount, but never your full card details.

Why we use it

• To take, prepare, deliver and confirm your orders, and to contact you about them (this is needed to fulfil your order).
• To run your Rewards account, points, birthday treat, discount codes and referrals (because you signed up for them).
• If you apply to be an ambassador: to check who you are before approving you, to work out your commission, to pay it to your wallet or bank account, and to prevent fraud (because you asked to join, and our legitimate interest in paying the right person).
• To send app notifications about your orders (received, being made, ready, on its way, delivered), only if you allow them on your phone. You can turn them off on your Rewards page or in your phone's settings.
• To send you offers and news by email, only if you opted in. You can unsubscribe at any time using the link in our emails or on your Rewards page.
• To keep business and tax records, prevent fraud and improve our service.

We process order and Rewards account information where necessary to provide the services you request. We rely on your consent for optional marketing, legal obligations for records we must retain, and legitimate interests where appropriate for fraud prevention and service improvement, taking account of your rights.

Who we share it with

We don't sell your personal data. We share it only with service providers that help us run the website and our business, under appropriate protections:

• Website hosting (Netlify) and our database and account system (Supabase);
• Payment processing (our payment partners, such as Monnify, Flutterwave or OPay);
• Email delivery (Brevo), and our own WhatsApp and messaging tools for order alerts to our staff;
• App notifications, delivered through Apple Push Notification service (iPhone) and Google Firebase Cloud Messaging (Android);
• Our staff and delivery riders, only as needed to prepare and deliver your order;
• Authorities, where the law requires it.

Some of these providers store data on servers outside Nigeria. Where that happens, we rely on providers with appropriate safeguards for your data, as the law requires.

How long we keep it

We keep order records for as long as needed for our business and tax records (generally up to 6 years). Your Rewards account data is kept while your account is active; when you delete your account, we delete or anonymise your personal data, except order records we must keep by law (kept without your name, phone, email or address). Newsletter details are kept until you unsubscribe.

Ambassador details (address, ID and its photo, bank account) are kept while you are an ambassador. They are deleted when you delete your account.

Deleting your account

You can delete your Rewards account yourself at any time, in the Vita Fruity app or on the website: open your Rewards page, sign in, and choose Delete my account at the bottom. It happens straight away. We delete your sign-in, name, phone number, email, birthday, photo, points, stamp cards, personal discount codes, invite link and your phone's notification address. Past sales records are kept for our accounts with your personal details removed, and your email stays on our "do not email" list only if you had subscribed to our newsletter, so you're never emailed again. Can't sign in? Email hello@vitafruity.com from the email address on the account and we'll delete it within 7 days. More: how to delete your account.

Your rights

You can ask us to access, correct or delete your personal data, to stop marketing emails, or to object to how we use your data. Email hello@vitafruity.com and we'll respond within 30 days. If you're unhappy with how we handle your data, you can also complain to the Nigeria Data Protection Commission (NDPC).

You may withdraw consent at any time where we rely on it. Withdrawal does not affect processing that was lawful before withdrawal. You may also request restriction of processing or a portable copy of your personal data where these rights apply.

If you work for us (staff)

Our staff use the Vita Fruity app and staff website (Vita Hub) for their work. This part applies only to staff, not to customers.

• Employment records: your name, contact details, address, next of kin, guarantor, ID details, bank details for salary, job, outlet, contract, leave, pay and pension records. HR enters these, and you can view and update some of them in My HR.
• Location at clock-in: when you clock in or out, the app checks your phone's location once, to confirm you are at your workplace. We save that point and its distance from the outlet with your attendance. We don't track your location at any other time.
• Clock-in photos: if your workplace uses photo or face check, the app takes a photo when you clock in or out. It is kept with your attendance record.
• Face check: only if you agree. You register your face once (3 photos). Your phone works out a pattern of numbers from your face, and at each clock-in we compare it with your registered pattern to confirm it is you. The photos and patterns are used only for attendance, never for anything else, and are never shared or sold. Only HR and the business owner can see them. They are deleted when you leave, and you can ask HR to delete them at any time (you then clock in with the normal location check, and HR confirms your attendance).

We use staff data to run employment, attendance, payroll, tax and pension, as the law and your employment contract require. It is stored securely with our database provider (Supabase) and seen only by the people who need it: HR, your manager for attendance and leave, and the business owner. We keep employment and payroll records for as long as the law requires after you leave. For any question about your data, speak to HR or email hello@vitafruity.com.

Security and cookies

We use secure connections (HTTPS) and trusted providers to protect your data. The website stores small amounts of information on your device (for example, your cart and sign-in) so it works properly. We don't use advertising trackers.

Children

Rewards accounts are intended for people aged 18 and over. Younger customers can order with the help of a parent or guardian.

Allergens & freshness

• Allergens: our kitchen handles nuts (including almonds and cashews), dairy (including yoghurt and milk), gluten (including granola, oats, bread and pastries), eggs, fish and shellfish, sesame and other common allergens. Many parfaits contain nuts. We can't guarantee any item is free from traces of allergens.
• If you have a food allergy or intolerance, please tell us in the kitchen note or contact us before ordering, and ask our staff about ingredients.
• Freshness: refrigerate juices, smoothies and parfaits promptly and follow the storage instructions and use-by date supplied with each product. Follow the storage and reheating instructions supplied with meals. If storage instructions or a use-by date are missing, contact us before keeping the product for later consumption.
• Natural products can separate or vary slightly in colour and taste. Shake juices before drinking.