1. Purpose
This policy explains how GoDeliveries reviews cancellation, failed-fulfilment, delivery and payment issues. A refund is not automatic in every case; the order status, available evidence, vendor activity, delivery events and payment record are considered.
2. Cancellation before vendor confirmation
A customer may request cancellation before the vendor accepts or begins preparing the order. If the payment has already been collected, the payment record is reviewed and any approved refund is returned using the method available for that transaction.
3. Cancellation after vendor confirmation
Once a vendor has accepted or started preparing an order, cancellation may be limited because food may already have been prepared or costs incurred. GoDeliveries will review the reason, timing and fulfilment status before deciding what adjustment is appropriate.
4. Vendor unable to fulfil
If a vendor cannot supply an accepted order, GoDeliveries may cancel the affected items or order and review any collected payment for an appropriate refund or adjustment. A substitute should not be supplied without the customer’s agreement where confirmation is reasonably possible.
5. Delivery failure
When delivery cannot be completed, the review considers the confirmed address, attempts to contact the customer, access instructions, vendor preparation, delivery events and the reason for failure. A refund may be declined or reduced when failure resulted from inaccurate information, unreachability or unavailable access after reasonable delivery attempts.
6. Incorrect, missing or materially unsuitable items
Report an incorrect, missing, damaged or materially unsuitable item as soon as practical through support. Include the order reference, a factual description and relevant photographs where available. Keep the affected item and packaging while the report is reviewed where practical and safe.
7. Food quality and personal preference
A preference-based concern is different from an item being incorrect, unsafe or materially different from its description. GoDeliveries may ask the vendor for information and will assess the specific circumstances rather than promising a refund for every taste or preference complaint.
8. Duplicate or failed payment
For a suspected duplicate charge, provide the order reference and the relevant transaction references, amounts and times. Do not provide an M-Pesa PIN, password or full payment credentials. Some failed or pending transactions may be reversed by the payment provider without a separate GoDeliveries refund.
9. Refund destination and processing
An approved refund is returned through the original payment route or another method available for the specific transaction and resolution. The destination is communicated as part of the case outcome.
Processing time depends on the payment provider, the transaction status and the information needed to complete review. GoDeliveries does not state a universal refund timeframe.
10. Evidence, contact and escalation
Contact support through the Contact page and select order support. Include the order reference when relevant and explain the requested resolution. GoDeliveries may ask for reasonable evidence or clarification.
If the first response does not address the reported facts, reply through the same support thread and identify what information was missed. Questions can also be sent to hello@godeliveries.co.ke.