Refund Policy

Our Refund & Cancellation Policy

At Dropoint, we are committed to your satisfaction. This policy outlines the conditions under which you can request a refund or cancel your delivery order.

1. Cancellation Window

Full Refund: Orders can be cancelled with a full refund if requested within 15 minutes of placing the order, provided the delivery runner has not yet been assigned.

Partial Refund: If cancellation is requested after a runner has been assigned but before pickup (within 30 minutes of order placement), a 10% cancellation fee will be deducted from the refund amount.

2. Non-Refundable Orders

The following orders are non-refundable:

• Orders that have already been picked up and are in transit
• Orders that have been delivered to the specified address
• Orders cancelled after the runner has begun pickup
• Orders where the customer is not available at the delivery location during the scheduled time window
• Orders where incorrect delivery details were provided by the customer

3. Delivery Issues & Compensation

Delayed Delivery: If your delivery is delayed beyond the agreed time window due to Dropoint's fault, we will provide a 20% discount on your next order or refund up to the delivery fee, at your option.

Lost or Damaged Items: If items are lost or damaged during delivery due to Dropoint's negligence, we will investigate and provide a full refund or replacement, up to the declared value of the items (maximum KES 100,000 per order).

Wrong Items Delivered: If we deliver the wrong items, we will arrange for pickup at no charge and redeliver the correct items or provide a full refund.

4. Refund Processing Timeline

Refunds are processed to the original payment method within 5-7 business days after approval. The time for the refund to appear in your account may vary depending on your bank or payment provider.

5. How to Request a Refund

To request a refund or report an issue with your delivery:

• 1. Log into your Dropoint account or visit our website
• 2. Navigate to your order history and select the relevant order
• 3. Click "Report Issue" or "Request Refund"
• 4. Provide detailed information about your concern (photos of damaged items if applicable)
• 5. Submit your request for review by our support team

6. Special Cases & Exceptions

Promotional Codes & Discounts: Refunds for orders placed with promotional codes or discounts will be issued minus the discount amount. The promotional credit cannot be refunded as cash.

Corporate/Bulk Orders: Custom refund terms may apply to corporate and bulk orders. Please contact our business team at business@dropoint.com for specific terms.

Subscription Services: Subscription plan cancellations and refunds follow the terms outlined in your subscription agreement. Partial refunds are not provided for partially used subscription periods.

7. Customer Responsibilities

To facilitate smooth refund processing:

• Provide accurate delivery address and contact information
• Be available at the delivery location during the scheduled time window
• Inspect items upon delivery and report any issues immediately
• Document issues with photos or videos when claiming damage or loss
• Contact our support team within 24 hours of delivery to report problems

8. Disputes & Appeals

If you disagree with a refund decision, you may appeal within 7 days of receiving the decision. Submit your appeal with additional evidence or documentation to our support team. Our management will review and respond to your appeal within 5-7 business days.

9. Limitations of Liability

Dropoint's maximum refund liability is limited to the total amount paid for the order, including delivery fees. Dropoint is not liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, revenue, or business opportunities
• Delays caused by external factors (weather, traffic, accidents)
• Items lost or damaged when shipped from customer's address to wrong address

10. Support & Assistance

If you have questions about our refund policy or need assistance with a refund:

Register on the App