Effective Date: June 2025
This Refund Policy outlines the conditions under which Users may receive refunds, Wallet credit, or partial reversals from Kibanda Express Ltd. It ensures operational fairness while protecting against fraud and misuse.
Refunds are discretionary and issued only in legitimate cases.
Kibanda does not guarantee refunds for dissatisfaction, preference, or change of mind.
Refunds are issued as:
Wallet Credit (default method);
M-Pesa Reversals (only in rare exceptions, e.g., duplicate charges);
Partial Credits for missing items or delivery failure.
A User may be eligible for a full or partial refund if:
The Rider never delivered the order due to internal fault;
The Vendor confirms stock-out after payment is processed;
An errand or parcel was completely missed or misdirected (with proof);
The Rider picked the wrong item, and Kibanda confirms it was not the User’s fault;
Payment was charged twice (verified via M-Pesa logs or Wallet balance audit).
Refunds will not be provided under the following:
Groceries delivered correctly (unless undelivered);
Cooked meals (Kitchen module), even if disliked, delayed, or “not hot enough”;
Pharmacy products (modern or herbal) due to health and safety;
Sherehe items (alcohol, tobacco) once delivered and age-verified;
Errands where the Agent followed the user’s instructions, even if results disappoint;
Parcels picked and delivered correctly — regardless of item contents;
User unavailability or unreachable status at delivery point;
Orders refused after correct delivery due to taste, mood, or minor packaging damage.
Users must submit claims within 1 hour of order delivery, except in special cases. Requests made after this period may be rejected automatically.
To claim, the User must provide:
Order ID or transaction reference;
Description of issue (e.g., “Rider did not deliver,” “item missing”);
Where applicable: photo evidence, screenshots, or call logs.
Refunds are submitted via:
In-app “Support” tab;
WhatsApp support line (where enabled);
Email: info@kibandaexpress.com
Kibanda will review refund requests within 2 business days;
Complex or vendor-involved disputes may take up to 5 business days;
All decisions are communicated via SMS, WhatsApp, or app notifications;
All refund decisions are final once issued by the Kibanda Refund Review Team.
Partial Wallet credit may be issued in the following:
One or more items were missing in a multi-item order (with vendor confirmation);
A price change occurred post-payment during a manual errand;
The delivery was completed, but severely delayed due to Kibanda fault (subject to case review);
Rider left item at wrong gate but parcel was recovered within a short time.
Most refunds are issued as Wallet credit, usable instantly on next orders.
Refunds to M-Pesa are rare and processed only if:
You were double charged;
The order was canceled before dispatch but charged anyway;
The Rider never fulfilled the task and Wallet top-up is unpreferred.
Reversals to M-Pesa may take 24–72 hours depending on the payment provider.
Refunds involving Rider or Vendor error will trigger:
Internal investigation;
Warning or penalties if repeated;
Temporary withholding of payouts until the issue is resolved.
VIP customers (KES 500/month priority users) may receive:
Faster refund review (within 1 business day);
Guaranteed redelivery instead of refund (upon request);
Extra Wallet credit or loyalty bonuses in cases of service failure.
Abuse of the VIP status (e.g., exaggerated claims, misuse of redelivery rights) may lead to:
Refund restriction,
Account suspension,
Subscription termination (without refund).
If a User disagrees with a refund outcome:
They may request a final review by a Senior Team Member;
If still dissatisfied, they may escalate under Section 6.5 of the Privacy Policy;
Kibanda does not tolerate abuse or threats during refund disputes. Such conduct may lead to account restriction or legal action.
