Refund Policy

DELIVERYMALL REFUND, RETURN AND CANCELLATION POLICY

Effective Date: 6 August 2026

Last Updated: 6 August 2026

1. Introduction

This Refund, Return and Cancellation Policy explains when customers may cancel an order, return an eligible product, receive a replacement, obtain DeliveryMall credit, or receive a refund.

This Policy applies to orders and services placed through the DeliveryMall mobile application, website, WhatsApp customer service channel, or any other officially authorised DeliveryMall ordering channel.

DeliveryMall is operated by DeliveryMall Enterprise Limited, referred to in this Policy as “DeliveryMall”, “we”, “us”, or “our”.

By placing an order or requesting a service through DeliveryMall, you acknowledge that you have read and accepted this Policy.

Nothing in this Policy limits any mandatory consumer rights or remedies available under the laws of Kenya.

2. Services Covered

This Policy applies to:

• Food and restaurant orders;
• Grocery orders;
• E-commerce and general merchandise;
• Pharmacy and health-related orders;
• Parcel delivery;
• Courier and last-mile delivery;
• Errand services;
• Rental services;
• Vendor and merchant orders;
• Delivery packages, credits and business service plans; and
• Any other physical goods or real-world services offered through DeliveryMall.

Certain vendors, rental providers or service providers may have additional cancellation or return conditions. Any additional conditions must be disclosed before the customer completes the order. Where a vendor’s policy conflicts with applicable law or this Policy, applicable law shall prevail.

3. General Refund Eligibility

A customer may qualify for a full or partial refund, replacement, redelivery or account credit where:

1. The customer was charged but the order was not successfully created;
2. The customer was charged more than once for the same order;
3. DeliveryMall, the vendor or the service provider cancelled the order;
4. The order was not delivered;
5. The customer received the wrong product or order;
6. One or more paid items were missing;
7. A product arrived materially damaged, defective, expired or unsafe;
8. The delivered quantity was materially less than the quantity paid for;
9. The service was not performed or was materially different from what was ordered;
10. A confirmed order could not be fulfilled because an item or service was unavailable;
11. A payment was collected in error; or
12. A refund is otherwise required under applicable law.

DeliveryMall may offer one or more of the following remedies depending on the circumstances:

• Full refund;
• Partial refund;
• Replacement;
• Redelivery;
• Correction or completion of the service;
• DeliveryMall account credit; or
• Another reasonable remedy agreed with the customer.

Account credit will only be issued with the customer’s agreement unless it is a promotional goodwill credit in addition to another remedy.

4. Order Cancellations

4.1 Cancellation Before Acceptance or Processing

A customer may cancel an order before the vendor accepts it, begins preparing it, purchases requested items, assigns a rider, or otherwise starts performing the service.

Where no costs have been incurred, the customer will normally receive a full refund.

4.2 Cancellation After Processing Has Started

Once an order has been accepted or processing has started, cancellation may be restricted.

DeliveryMall may deduct reasonable and documented costs already incurred, including:

• Food preparation costs;
• Purchased goods;
• Vendor cancellation charges disclosed before purchase;
• Rider dispatch or completed travel costs;
• Third-party service charges;
• Rental provider charges; or
• Other non-recoverable costs directly connected to the order.

The customer will be informed of any proposed deduction before the refund is completed.

4.3 Cancellation by DeliveryMall or a Vendor

Where DeliveryMall or the vendor cancels an order because the goods or services are unavailable, the customer will receive a full refund for the unavailable portion of the order, including any related delivery charge that was not earned.

DeliveryMall may offer a suitable replacement, but the customer is not required to accept it.

5. Food and Restaurant Orders

Because prepared food is perishable and often made specifically for an individual customer, it cannot ordinarily be returned because the customer changed their mind.

A refund, replacement or redelivery may be considered where:

• The wrong meal was delivered;
• A paid item was missing;
• The food was materially damaged during delivery;
• The food was delivered in an unsafe or unacceptable condition;
• The order was not delivered;
• The food was clearly different from the confirmed order; or
• There is credible evidence of a serious quality or food-safety problem.

Food-related complaints should be reported as soon as possible and preferably within two hours after delivery. The customer may be asked to provide photographs of the food, packaging, receipt and order label.

Minor differences in presentation, packaging or portion appearance that do not materially affect the product will not automatically qualify for a refund.

6. Grocery and Perishable Products

Missing, wrong or visibly damaged grocery items should be reported within 24 hours after delivery.

Fresh and perishable products may qualify for a refund or replacement where they are:

• Spoiled at the time of delivery;
• Expired;
• Damaged;
• Contaminated;
• Substantially below the ordered quantity; or
• Different from the confirmed order.

Where the customer approved a substitute product, the substituted product will not qualify for a refund merely because the customer later changed their mind.

7. General Merchandise and E-Commerce Products

Visible damage, missing parts, wrong products or obvious defects should be reported within 48 hours after delivery.

To qualify for a change-of-mind return, where such a return is accepted, the product must generally be:

• Unused;
• Unworn;
• Unwashed;
• Undamaged;
• In its original packaging;
• Complete with accessories, manuals and free items; and
• Accompanied by proof of purchase.

Change-of-mind returns are not guaranteed unless the applicable vendor expressly permits them.

This reporting period does not remove any rights relating to hidden defects, manufacturer warranties, misrepresentation or other rights that may apply under Kenyan law.

DeliveryMall or the vendor may inspect the product before approving a replacement or refund.

8. Non-Returnable Products

Unless defective, damaged, expired, incorrectly supplied or otherwise refundable by law, the following products are generally not returnable:

• Prepared food;
• Perishable groceries;
• Opened medicines or pharmaceutical products;
• Personal hygiene products;
• Cosmetics that have been opened or used;
• Underwear and other intimate apparel;
• Custom-made or personalised goods;
• Products damaged through misuse or improper storage;
• Digital codes that have already been revealed or redeemed;
• Sealed products whose seal has been broken and which cannot safely be resold; and
• Products prohibited from return for health, hygiene or safety reasons.

9. Pharmacy and Health Products

Medicines and pharmaceutical products cannot normally be returned after delivery because of safety, storage and contamination risks.

A refund or replacement may be considered where the product:

• Is different from what was ordered;
• Was supplied in error;
• Was damaged before delivery;
• Was expired at the time of delivery;
• Is subject to a product recall;
• Has compromised or tampered packaging; or
• Was not delivered.

Customers must not return medicines through a rider unless DeliveryMall or the pharmacy provides specific instructions.

Prescription-related complaints may require confirmation from the dispensing pharmacy.

10. Delivery and Errand Services

Delivery or errand charges may be refunded where:

• The service was not performed;
• DeliveryMall cancelled the service;
• A rider did not collect the item;
• The service materially failed because of DeliveryMall’s actions; or
• The customer was charged for a service that was not requested.

Delivery or errand charges will generally not be refunded where:

• The customer provided an incorrect or incomplete address;
• The customer or recipient was unavailable;
• The customer failed to respond within a reasonable period;
• Access to the delivery location was denied;
• The item could not legally or safely be transported;
• The customer cancelled after the rider had been dispatched;
• The rider completed the instructed journey; or
• The failure was caused by circumstances outside DeliveryMall’s reasonable control and reasonable delivery efforts had already been performed.

Where an errand requires DeliveryMall to pay a third party on the customer’s behalf, amounts already paid to that third party may only be refunded if DeliveryMall successfully recovers them.

11. Parcel Loss or Damage

Loss, visible damage or tampering should be reported within 24 hours after delivery or the expected delivery time.

The customer must provide:

• The parcel order number;
• A description of the contents;
• Evidence of the item’s value;
• Photographs of the parcel and packaging where available;
• The declared value submitted when booking the delivery; and
• Any additional information reasonably required to investigate the claim.

Compensation may depend on the declared value, available insurance, proof of value, packaging quality and the applicable parcel terms.

A claim may be declined or reduced where:

• The parcel was inadequately packaged;
• The contents were prohibited, illegal or falsely declared;
• The item’s nature or value was intentionally concealed;
• Damage resulted from an inherent defect in the item;
• The customer gave incorrect delivery instructions; or
• Fraud or material misrepresentation is identified.

Nothing in this section excludes liability that cannot legally be excluded.

12. Rental Services

Rental cancellation and refund conditions may differ according to the vehicle, equipment, property or service provider.

The applicable conditions, including cancellation deadlines, security deposits, late-return charges and no-show charges, should be displayed before booking confirmation.

Unless otherwise stated:

• Cancellation before provider confirmation normally qualifies for a full refund;
• Cancellation after confirmation may be subject to a disclosed cancellation charge;
• No-shows may be non-refundable;
• Used rental periods are non-refundable;
• Security deposits may be held until inspection is completed; and
• Charges for loss, damage, fuel, cleaning, late return or breach of rental conditions may be deducted from the deposit where properly supported.

13. Business Plans, Packages and Delivery Credits

Where DeliveryMall offers prepaid service packages or delivery credits:

• Duplicate or incorrect charges are refundable;
• Credits not delivered to the customer’s account are refundable;
• Unused credits may be refundable where the applicable package terms permit;
• Used, expired or promotional credits are generally non-refundable; and
• Any approved refund may deduct the value of services already used.

Postpaid services will be corrected through an invoice adjustment, credit note or cancellation of the incorrect charge.

The specific commercial agreement will apply to negotiated enterprise accounts, provided it does not remove mandatory legal rights.

14. Failed or Reversed Payments

A payment appearing as pending, failed or reversed may be controlled by the customer’s bank, mobile-money provider or payment processor.

DeliveryMall will verify whether the payment was successfully received before issuing a refund.

Where DeliveryMall did not receive the funds, the customer may be referred to the relevant payment provider. Where DeliveryMall received the funds, we will process any approved refund in accordance with this Policy.

15. How to Request a Refund

A refund request may be submitted through:

• The **Help**, **Support**, **Order Details** or **Report an Issue** section of the DeliveryMall platform;
• WhatsApp Customer Care: **+254 787 448899**; or
• Email: **info@deliverymall.co.ke**.

The request should include:

1. Customer’s full name;
2. Registered telephone number;
3. Order or transaction number;
4. Date of the order;
5. Description of the problem;
6. Products or services affected;
7. Photographs, video, receipt or other supporting evidence where relevant; and
8. The requested resolution.

Failure to provide reasonably required information may delay the investigation.

16. Investigation and Decision

DeliveryMall may contact the customer, vendor, rider, service provider or payment processor when investigating a refund request.

We aim to:

• Acknowledge a complete complaint within **one business day**;
• Review and decide a standard complaint within **three business days**; and
• Inform the customer where a complex investigation requires additional time.

Approval is based on the order records, delivery records, payment records, photographs, communications, vendor response and any other relevant evidence.

A vendor’s refusal does not automatically determine the outcome. DeliveryMall will independently assess complaints submitted through its platform.

17. Refund Processing Time

After approval, DeliveryMall will normally initiate the refund within five business days.

The time required for the refund to appear may depend on the customer’s bank, card issuer, mobile-money provider or payment processor. Processing may take approximately 5 to 14 business days after initiation.

Refunds will normally be returned to the original payment method. DeliveryMall may require additional verification before sending funds to a different account.

DeliveryMall is not responsible for delays caused solely by a bank or payment provider after the refund has been successfully initiated, but we will provide reasonable assistance and transaction evidence.

18. DeliveryMall Credits

Where the customer agrees, an approved refund may be issued as DeliveryMall credit.

Unless otherwise disclosed:

• Refund credits do not expire;
• Promotional credits may have an expiry date;
• Credits cannot ordinarily be exchanged for cash after acceptance; and
• Credits obtained through fraud, payment reversal or system abuse may be cancelled.

19. App-Store Purchases

DeliveryMall primarily facilitates physical goods and real-world services.

Where a digital product or subscription is purchased using Apple’s In-App Purchase system or Google Play’s billing system, the refund may be controlled by Apple or Google under the applicable platform rules.

DeliveryMall will provide reasonable assistance but cannot directly process a refund where the app-store operator controls the payment and refund process.

20. Chargebacks and Payment Disputes

Customers should first contact DeliveryMall Customer Care so that we can investigate and attempt to resolve the matter.

Submitting a knowingly false chargeback, duplicate claim or fraudulent refund request may result in:

• Suspension of the refund investigation;
• Restriction or closure of the customer’s account;
• Recovery of improperly refunded amounts; or
• Referral to the relevant payment provider or lawful authority.

A legitimate chargeback or complaint will not result in retaliation against the customer.

21. Fraud and Abuse

DeliveryMall may refuse, suspend or reverse a refund where there is credible evidence of:

• Altered photographs or documents;
• False claims of non-delivery;
• Repeated abuse of refund procedures;
• Collusion with a rider, vendor or third party;
• Deliberate damage to a product;
• Unauthorised payment activity; or
• Other fraudulent conduct.

Any decision under this section will be based on available evidence and will not remove the customer’s right to challenge the decision.

22. Complaints and Appeals

A customer who disagrees with a refund decision may request a review by Customer Care.

The appeal should include:

• The original order number;
• The original complaint reference;
• The reason the customer disputes the decision; and
• Any additional supporting evidence.

DeliveryMall will review the appeal through a person who was not solely responsible for the original decision where reasonably possible.

Customers retain the right to refer unresolved matters to a competent consumer-protection authority, alternative dispute-resolution body or court in Kenya.

23. Limitation of This Policy

This Policy does not:

• Replace a manufacturer’s warranty;
• Remove a vendor’s legal obligations;
• Exclude liability that cannot lawfully be excluded;
• Prevent a customer from pursuing a statutory remedy; or
• Guarantee a refund where the eligibility requirements have not been met.

24. Changes to This Policy

DeliveryMall may update this Policy to reflect operational, legal, regulatory or platform changes.

Material changes will be published through the DeliveryMall platform with a revised “Last Updated” date.

The policy that applied when an order was placed will ordinarily govern that order unless a later policy provides greater protection or the law requires otherwise.

25. Governing Law

This Policy is governed by the laws of the Republic of Kenya.

Any dispute shall first be submitted to DeliveryMall Customer Care for resolution. Where the dispute cannot be resolved, the customer may pursue any remedy available under Kenyan law.

26. Contact Information

DeliveryMall Enterprise Limited

Kisumu, Kenya

Customer Care: +254 787 448899

Email: info@deliverymall.co.ke

Customer Care should never request a customer’s mobile-money PIN, bank PIN, card PIN, password or one-time authentication code when processing a refund.