Cancelation Policy

Cancellation Policy

Effective Date: April 22, 2025

Issued by: Limitlex Technologies

Introduction

This Cancellation Policy outlines the conditions, procedures, and limitations related to order cancellations across all Cartlex service modules, namely Cartlex Food, Cartlex Parcel, Cartlex Mart, Cartlex Pharmacy, and Cartlex Fresh.

By placing an order through any of Cartlex's platforms (including the Cartlex, Cartlex Sales, or Cartlex Rider apps), you acknowledge and agree to the terms described below.

General Cancellation Guidelines

Order cancellations are subject to timing, fulfillment status, and product type. Cartlex reserves the right to reject a cancellation request if:

The order has already been accepted, packed, or dispatched by a vendor;
The order pertains to time-sensitive, perishable, or custom-made items;
The cancellation request is made outside the allowed window for that service module;
The request lacks appropriate order identification or is associated with a history of abuse.

Module-Specific Cancellation Policies

Cartlex Food

Orders can only be cancelled before the restaurant or kitchen begins preparation.
Once marked “In Progress” or “Being Prepared,” cancellations are not permitted.
Requests made after food preparation or dispatch will not be eligible for cancellation or refund.

Cartlex Parcel

Orders may be cancelled prior to rider pickup.
If the rider is already en route or the parcel has been picked up, cancellations are not allowed.
Misuse or repeated cancellations may result in account restrictions.

Cartlex Mart

Users may cancel orders within 30 minutes of placement, provided the vendor has not yet shipped the item.
Shipped or packaged products cannot be cancelled. Return protocols may apply instead, see Refund Policy.

Cartlex Pharmacy

Prescription drug orders cannot be cancelled once verified and approved by the pharmacist.
Non-prescription medication orders may be cancelled if not yet packed or dispatched.
Once in transit or processed for dispatch, cancellations are no longer allowed.

Cartlex Fresh

Fresh produce orders are time-sensitive and cannot be cancelled once packing begins.
Users must ensure item confirmation is accurate at the point of checkout, as post-payment cancellations are rarely allowed.

How to Cancel an Order

To request an order cancellation:

Open your Cartlex app and navigate to the “Orders” section.
Select the relevant order and tap “Request Cancellation.”
If applicable, provide a reason and await confirmation.
For manual or support-driven cancellations, contact help@gocartlex.com or use the in-app chat feature.

Cancellation Fees

Cartlex reserves the right to charge a cancellation fee under the following conditions:

The cancellation is made after operational costs (packing, dispatch, etc.) have been incurred;
Cancellation patterns suggest repeated abuse or order blocking behavior;
The user initiates a rider dispatch and later cancels without valid reason.

Cancellation fees, where applicable, will be clearly communicated and deducted from future credits or refunds.

Vendor Cancellations

In rare cases, vendors may cancel an order due to unavailability, technical issues, or regulatory concerns. When this occurs:

Users will be notified promptly and offered the option to reorder or receive a full refund;
Such cancellations will not attract user penalties;
Cartlex may temporarily suspend vendors with excessive or unjustified cancellations.

Appeals and Dispute Resolution

If your cancellation request was denied or if you were charged a cancellation fee, you may submit an appeal:

Email help@gocartlex.com within 48 hours of the denial decision.
Include your order ID, account information, and grounds for appeal.
The case will be reviewed within 2–3 business days and responded to accordingly.

Policy Changes

Cartlex reserves the right to amend this Cancellation Policy at any time. Updates will be reflected at Cancellation Policy and may be communicated through app alerts or email.

Contact Information

Cartlex – A Product of Limitlex Technologies
Website: www.gocartlex.com
Support: help@gocartlex.com
Corporate Contact: info@limitlextechnologies.com
Phone/WhatsApp: 07052004934
Hours: Monday – Saturday, 9AM – 8PM (WAT)