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This policy explains when you can cancel a delivery and when you are refunded. It forms part of our Terms and Conditions and does not limit your rights under the Consumer Protection Act, 2012.
1. Cancelling a delivery
- Before the parcel is dropped at a Pod or collected by a rider, you can cancel and receive a full refund. [CONFIRM: how to cancel — from the parcel page or by contacting us]
- After the parcel is in our care, cancellation may not be possible; where it is, any refund is reduced by the cost of the part of the delivery already done. [CONFIRM]
2. When you are refunded in full
- A payment was taken but the parcel was not booked.
- You were charged twice for the same parcel.
- We could not complete the delivery for a reason within our control.
- A parcel was lost while in our care (see the Terms for limits on claims).
3. When a refund may not apply
- The receiver's details or address were wrong, or the receiver could not be reached, and the parcel was delivered or returned as described in the Delivery Policy.
- The parcel broke the prohibited-items rules.
- The parcel was not collected within the free collection window and storage or return charges applied. [CONFIRM]
4. Goods bought from a business
Refunds for the goods themselves are between you and the business you bought from. Pinned only carries the parcel; delivery-fee refunds follow this policy.
5. How refunds are paid
- Refunds go back to the M-Pesa number that paid, within [CONFIRM: number of working days] of being approved.
- To request a refund, email hello@pinnedflow.com with the parcel code and the reason.
Questions? Email hello@pinnedflow.com.