Order Cancellation Policy
We introduced a feature to enable you to confirm the order details within 15 seconds before order placement, sample image shown below:
We would also like to urge you to ensure the orders are ready before order placement to avoid cancellation fee to be charged as outlined below:
1. Before a driver confirms an order-Status Pending:
When a customer places an order and it has not yet been confirmed or allocated to a driver, they have the freedom of canceling the order and he/she is not charged any amount.
2. A driver has Confirmed an order-Status Confirmed
Once an order is allocated to a driver, the customer can still cancel an order, but the following 2 scenarios have to be considered.
- After confirmation but before arrival at pick up, a charge of KES 50 will apply.
- After arrival at the pick-up location, a charge KES 150 will apply.
Should the delay come from us we will - i.e over 5mins to confirmation and over 10mins to pick up we will give a coupon of KES 250.