Whether a refund is available depends on what happened and where your Order was in its journey.

As explained in our Terms and Conditions, different rules apply before and after an Order becomes a Triggered Order.

We'll always review refund requests fairly, carefully and in accordance with applicable consumer law.

Because Nibi securely holds Orders before they're sent to a Merchant, there may be circumstances where a refund can be processed automatically.

We'll automatically begin processing a refund where:

• your Order expires before being sent to your Merchant;
• payment is taken but the Order is not successfully created;
• a technical issue prevents your Order from being sent; or
• we're otherwise required to do so by law.

You don't need to contact us to request these refunds.

Once an Order becomes a Triggered Order, your Merchant may already have started preparing it.

For this reason, cancellation will not normally be possible after a Triggered Order has been sent.

Depending on the circumstances, a refund may still be available where:

• your Merchant cannot fulfil your Order;
• incorrect items are supplied;
• items are missing;
• part of your Order is unavailable;
• there is a genuine pricing error;
• duplicate payments are taken; or
• applicable law requires a refund.

Where appropriate, we'll work with your Merchant to understand what happened before making a decision.

Approved refunds will normally be returned to the original payment method used to place your Order.

The time it takes for the refund to appear in your account will depend on your bank or payment provider and is outside Nibi's control.

If a refunded Order included:

• rewards;
• promotional credit;
• referral benefits; or
• account credit,

we'll normally restore any eligible balances where appropriate.

Separate promotional terms and expiry dates may still apply.

If you believe a refund should be available, please contact us at:

help@usenibi.com

Where possible, we encourage you to contact us within 24 hours of collection so we can investigate while the details are still fresh.

If you disagree with a refund decision, we'll happily review it and explain how we reached our decision.

Nothing in this Refund Policy affects any rights you have under applicable consumer law.