Refund Policy

This Refund Policy (“Policy”) explains when a Customer is entitled to a refund for an order placed through the Dropoint platform (the “Platform”), how to request one, and how refunds are processed. It applies to all orders placed by Customers from Stores and delivered by Navigators through the Platform, and supplements the Dropoint Customer Terms.

“Order” means a purchase placed by a Customer for goods listed by a Store.

“Refund” means the return of some or all of the amount paid by a Customer for an Order, including the item price and/or the delivery fee, as applicable.

“Proof of delivery” means evidence recorded on the Platform confirming an Order was delivered, such as a photo, OTP confirmation, or recipient signature.

You may be eligible for a full or partial refund where:

Your Order was not delivered at all, and this is confirmed by Dropoint's investigation.

Your Order arrived damaged, spoiled, or otherwise not fit for use, through no fault of your own.

You received the wrong item, or an item different from what you ordered.

Part of your Order was missing on delivery.

Your Order was cancelled by the Store or by Dropoint after payment was taken (for example, due to stock unavailability).

You were charged more than once for the same Order due to a payment processing error.

Your Order was delayed beyond a reasonable time relative to the estimate shown at checkout, and you chose to cancel as a result, in accordance with Section 6 of the Customer Terms.

A refund will generally not be issued where:

You simply changed your mind after the Store has accepted and begun preparing the Order, unless the item is later found to be defective or incorrect.

A correctly prepared perishable item (such as food) was delivered on time and matched what was ordered.

You provided an incorrect or incomplete delivery address, and the Order could not be delivered as a result.

You, or someone at the delivery address, were not reasonably available to receive the Order after the Navigator made a genuine attempt to deliver it, in line with the Platform's delivery attempt process.

The claim is made after the reporting window described in Section 5, without a reasonable explanation for the delay.

Open the relevant Order in the Dropoint app and select “Report an issue” (or contact support at info@dropoint.co.ke if you are unable to access the app).

Select the reason for your request and provide supporting evidence where applicable, such as a photo of a damaged or incorrect item.

Submit your request as soon as possible, and in any event within 24 hours of delivery (or, for non-delivery, within 24 hours of the estimated delivery time).

Dropoint will acknowledge your request and begin investigating, as described in Section 6.

Dropoint reviews available evidence to determine whether a refund is due and, where applicable, whether the Store or the Navigator is responsible. This may include proof of delivery, photos taken at pickup or drop-off, GPS and timestamp data, and communication between the parties. Dropoint will use reasonable judgement to reach a fair outcome where evidence is incomplete or conflicting, and may request additional information from the Customer, Store, or Navigator.

Responsibility for a refund is generally allocated as follows, though Dropoint reserves the right to make a different determination based on the evidence in a specific case:

Where a Store or Navigator is found responsible, the refunded amount may be deducted from their future settlement on the Platform, as set out in the Store Partner Agreement and Navigator Partner Agreement respectively.

Approved refunds are processed to your original payment method, primarily M-Pesa, or credited to your Dropoint in-app wallet, at your choice where both options are available.

Dropoint aims to process approved refunds within 3–7 business days, though actual receipt may depend on M-Pesa or your payment provider's own processing times.

You will receive a notification through the app once your refund has been approved and processed.

Where only part of an Order is affected for example, one missing item out of several, or a partially damaged delivery, Dropoint may issue a partial refund reflecting the value of the affected item(s) rather than the full Order.

The delivery fee is refunded in full where an Order was not delivered due to a Navigator or platform failure. Where an Order was delivered but a product-related issue (such as a wrong or damaged item) is the sole basis for the refund, the delivery fee is generally not refunded, since the delivery itself was successfully completed.

Submitting false or exaggerated refund claims for example, falsely claiming non-delivery or damage is a breach of the Customer Terms and may result in account suspension, in addition to any other remedy available to Dropoint. Dropoint monitors for patterns of repeated or inconsistent refund claims as part of its fraud-prevention measures.

If you are not satisfied with the outcome of a refund request, you may escalate the matter through the support channel in the app or by emailing info@dropoint.co.ke. Unresolved disputes may be referred to mediation and, where necessary, to the courts of Kenya, in accordance with the Dropoint Terms of Service.

Dropoint may update this Policy from time to time. Material changes will be communicated via the app or website with reasonable notice. The “Effective date” at the top of this Policy indicates when it was last updated.

This Policy is governed by the laws of the Republic of Kenya, including the Consumer Protection Act, 2012.

If you have questions about this Refund Policy, please contact us at info@dropoint.co.ke or +254 180 109 396, or write to us at Westpark Towers, 12th Floor, Mpesi Lane, Westlands, Nairobi.