REFUND & FAILED DELIVERY POLICY

Successful delivery

An order is complete when the customer accepts it and gives the rider the delivery OTP, and the OTP is verified. The order is then final and the merchant becomes eligible for settlement. The failed-delivery process no longer applies.

The two failure types

• Failed Order — no parcel collected. If payment was made but no parcel was ever collected from the merchant (for example, the merchant cannot fulfil, or the order ends before collection), the customer is refunded the product price, delivery fee, and PickSpot Customer Fee, and no Failed Delivery Fee applies, because nothing was dispatched or returned.
• Failed Delivery — parcel collected, then returned. If the parcel has been collected and delivery fails because the customer rejects it, is unavailable, or delivery cannot be completed, the parcel is returned to the merchant against a return OTP.

  For a Failed Delivery where the parcel was collected and returned, the customer is refunded the product price only. The delivery fee and PickSpot Customer Fee are not refunded. The customer's refund equals the total amount paid minus the delivery fee and PickSpot Customer Fee.

  The merchant is charged a flat Failed Delivery Fee of KES 120, which may be recovered from settlement. This merchant fee is separate from the customer's refund and is not deducted from it.

Cancellations and rejections

Before payment, an order request can be cancelled with no charge. After payment, any cancellation — by customer or merchant — is handled as a failed order or failed delivery above, depending on whether a parcel was collected. To reject on arrival, the customer selects a reason, submits a photo, and does not give the OTP; the rider returns the parcel. Rejection photos may be used for fraud prevention and review.

Reviews and risk controls

We may review order, rejection, return, and refund activity to detect abuse or fraud. Customers or merchants with excessive failed deliveries, rejections, or suspected abuse may face additional verification, limits, delayed refunds, restrictions, or suspension. We may pause a refund or settlement while a fraud or dispute review is underway.

Finality

Once a delivery OTP is verified, the order is delivered, the merchant is eligible for settlement, and the failed-delivery process does not apply. We may update this policy; changes take effect on publication. Questions: contact@pickspot.net.