Effective Date: March 1, 2026

Version: 1.0

 

This Refund Policy ("Policy") forms an integral part of the Nobo Terms and Conditions and governs all refund requests related to Orders placed through the Nobo Platform. By placing an Order, you agree to this Policy. Nobo Agencies Ltd ("Nobo," "we," "us," or "our") acts as an intermediary facilitating transactions between Customers, Merchants, and Delivery Partners. Refunds are processed at Nobo's discretion, subject to evidence, applicable laws (including the Consumer Protection Act, Cap. 501, and related regulations), and this Policy.

 

1. GENERAL PRINCIPLES

1.1. Nobo facilitates refunds where justified, but ultimate responsibility for Goods quality lies with the Merchant, and delivery performance with the Delivery Partner. Nobo may issue refunds from its facilitation role to maintain user trust, subject to investigation.  

1.2. All refunds are processed to the original payment method (e.g., M-Pesa, card, or wallet) unless otherwise agreed. Refunds exclude non-refundable elements like tips (unless the tip was involuntary).  

1.3. Refunds are in Kenyan Shillings (KES). Processing times vary by payment method:  

   - M-Pesa: 1–5 business days.  

   - Credit/debit cards: 5–14 business days (depending on your bank).  

1.4. Nobo may offset refunds against any outstanding fees, debts, or previous over-refunds owed by you.  

1.5. This Policy complies with Kenyan consumer laws, including rights to redress for defective goods/services, but is limited by the intermediary nature of the Platform (no direct liability for Merchant/Delivery Partner acts).

 

2. ELIGIBLE REFUND SCENARIOS

Refunds may be granted (full or partial) in the following cases, subject to evidence submission and Nobo review:

 

2.1. Non-Delivery

   - Order not delivered within a reasonable time (considering estimated delivery + Force Majeure).  

   - Delivery Partner fails to arrive and Customer is unreachable per the "10-Minute Rule" (non-perishable items only; perishable items may not qualify for full refund).  

   - Full refund of Goods price + delivery fee (service fee may be partially retained if preparation occurred).

 

2.2. Incorrect or Incomplete Order

   - Wrong items, missing items, or quantity discrepancies attributable to Merchant or Delivery Partner.  

   - Partial refund for missing/incorrect items (pro-rated value) + potential full delivery fee refund if severity warrants.  

   - Evidence required: photos of delivered items, order receipt.

 

2.3. Quality/Defect Issues

   - Goods spoiled, damaged, expired, or not as described (e.g., cold food expected hot, broken packaging causing spillage).  

   - Partial or full refund of affected Goods value. Delivery fee refund only if issue renders Order unusable.  

   - For food: must report within 1 hour of delivery (perishables spoil quickly).  

   - Allergens/health reactions: no automatic refund (Merchant responsibility); case-by-case with medical evidence.

 

2.4. Order Cancellation by Customer

   - Within 5 minutes of confirmation: full refund (no fees).  

   - After 5 minutes but before Merchant starts preparation: full refund minus any preparation fee (if charged by Merchant).  

   - After preparation starts or Delivery Partner dispatched: no refund or partial (at Nobo/Merchant discretion).  

   - Repeated cancellations may lead to restrictions or fees.

 

2.5. Merchant or Delivery Partner Cancellation

   - If Merchant/Delivery Partner cancels after acceptance: full refund (Goods + all fees).  

   - Nobo may offer credit/Balance instead of cash refund for future use.

 

2.6. Technical/Platform Errors

   - Duplicate charges, wrong amount charged, or app glitches causing failed Orders: full refund.  

   - Surge pricing errors: adjustment/refund difference.

 

2.7. Fraud or Unauthorized Transactions

   - Reported within 48 hours: full refund + account protection measures.  

   - May involve reporting to authorities (DCI Cybercrime Unit).

 

3. NON-REFUNDABLE SCENARIOS

No refunds (or only partial) in these cases:  

3.1. Change of mind after delivery/handover (Goods accepted).  

3.2. Customer no-show/unreachable after "10-Minute Rule" (perishables disposed; non-perishables returned with possible restocking fee).  

3.3. Delivery delays due to traffic, weather, or Force Majeure (unless extreme and Nobo deems refund appropriate).  

3.4. Minor spills/damage not rendering Goods unusable.  

3.5. Tips/gratuities (voluntary).  

3.6. Service/delivery fees where Order was delivered successfully.  

3.7. Orders flagged as abusive/fraudulent (e.g., pattern of excessive refunds).  

3.8. Chargebacks initiated without first contacting Nobo support (may result in ban + debt recovery).

 

4. REFUND REQUEST PROCESS

4.1. Submit via the Nobo app: Go to "Orders" > Select Order > "Report Issue" or "Request Refund."  

   - Provide: order ID, photos/videos (damage, wrong items, etc.), description, timestamp.  

4.2. Time limits:  

   - Most issues: within 24 hours of delivery (or estimated delivery for non-delivery).  

   - Quality complaints: within 1 hour for hot/perishable food.  

   - Late reports may be denied due to verification difficulty.  

4.3. Review: Nobo investigates (may contact Merchant/Delivery Partner, review GPS/photos/chat logs). Decision within 48–72 hours (longer for complex cases).  

4.4. Partial refunds: pro-rated based on affected portion (e.g., 50% of Order value if half missing).  

4.5. Credits/Balance: Nobo may issue Platform credit (valid 90 days) instead of cash for minor issues or to encourage future use.

 

5. FRAUD PREVENTION AND ABUSE

5.1. Nobo uses AI/manual review to detect patterns (e.g., frequent refunds, inconsistent claims).  

5.2. Abuse (e.g., false claims, repeated chargebacks) results in:  

   - Refund denial.  

   - Account suspension/ban.  

   - Referral to debt collection or authorities.  

5.3. You agree not to initiate bank chargebacks without exhausting Nobo support first.

 

6. DISPUTE RESOLUTION FOR REFUNDS

6.1. If dissatisfied with decision, escalate to support@nobo.co.ke with additional evidence within 7 days.  

6.2. Unresolved: follow Dispute Resolution in Terms (mediation → arbitration in Nairobi).  

6.3. Nobo complies with Kenyan authorities (e.g., Competition Authority of Kenya) if complaints escalate.

 

7. AMENDMENTS

Nobo may update this Policy with 14 days' notice via app/email. Continued use constitutes acceptance.

 

8. CONTACT

For refund issues: In-app support or support@nobo.co.ke. Provide order details for fastest response.