Cancellation Policy

1. Introduction

This Cancellation Policy explains when customers, vendors, or Mall24 may cancel an order. Cancellation rights depend on order status, product type, vendor processing, delivery stage, payment status, and whether the item is customised, perishable, digital, or already dispatched.

2. Customer Cancellation

Customers may request cancellation before the order is confirmed, before the vendor starts processing, before dispatch, before a service is started, or within any cancellation window shown at checkout. Cancellation may not be possible after the order has been packed, dispatched, delivered, customised, prepared, processed, or handed to a delivery partner.

3. How to Cancel

To request cancellation, customers should open the Mall 24 app or website, go to order history, select the relevant order, choose cancellation where available, or contact support if the cancellation option is unavailable. Mall 24 will review the order status before approving or rejecting the request.

4. Orders That May Not Be Cancelled

Cancellation may be denied for orders already dispatched, delivered orders, perishable goods already prepared, customised or personalised products, digital goods already delivered, airtime, vouchers or codes already issued, special order items already purchased from a supplier, services already performed, or orders under fraud or payment investigation.

5. Mall24 or Vendor Cancellation

Mall24 or the vendor may cancel an order where the product is out of stock; there is a price or description error; payment failed or was reversed; the delivery location is unsupported; the customer cannot be reached; the vendor cannot fulfil the order; the order appears suspicious; the product is restricted or unsafe; or force majeure prevents fulfilment.

6. Refund After Cancellation

Where payment has already been made and cancellation is not due to customer fault or fraud, Mall 24 will arrange a refund according to the Refund Policy.

7. Cancellation Fees

A cancellation fee may apply where the customer cancels after processing has started, the item has already been packed, delivery has already been attempted, the order is customised or specially sourced, or Mall 24 or the vendor has incurred reasonable costs.

8. Cash on Delivery Abuse

Customers who repeatedly cancel after dispatch, refuse valid deliveries, provide false addresses, or misuse cash on delivery may have cash on delivery disabled or their account restricted.

Contact

Email: support@mall24.app

Phone/WhatsApp: +211918848197

Address: Juba | South Sudan

Website: https://mall24.app