Refund policy: Pezta legal

Cancel for free until the shop accepts your order.
Missing, wrong or damaged? Tell us within 24 hours, with a photo if you can.
Refunds go back to the M-Pesa number that paid, usually within 24 hours of approval.
We answer every complaint within one working day.

Not to refund you, not for anything. Anyone who asks is not from Pezta.

1.What this policy covers

Orders placed through the Pezta app and website. Refunds go to the M-Pesa number that paid.

When you cancel	What happens
Before the shop accepts	Full refund
After the shop accepts, before the rider collects	Refund for anything the shop hasn’t started preparing
After the rider has collected	No refund, unless there’s a problem with the order (section 3)

Tell us within 24 hours of delivery; a photo helps. Food safety problems: tell us straight away.

Problem	What we do
The order never came	Full refund, including delivery
An item is missing	Refund for that item
Wrong or damaged item	Refund for that item, or a replacement if the shop can send one
Very late	We look at what happened and may refund the delivery fee
Unsafe food, or an allergy problem	Full refund, and we follow it up with the shop

You get a full refund for anything you paid for and didn’t receive.

Back to the paying number, usually within 24 hours of approval.

Charged twice, or charged with no order? Send us the M-Pesa code and we’ll refund the extra.

In the app: open the order and tap Help.

Or call 0700 000 000, WhatsApp us, or email support@pezta.co.ke with your order number.

Step	When
We confirm we’ve got your complaint	Within 1 working day
We check with the shop and the rider	Same day where we can
You get our decision	Within 3 working days
The refund reaches your M-Pesa	Usually within 24 hours of the decision

Ask for a review by a manager.

You can also contact the Competition Authority of Kenya, which handles consumer complaints [advocate to confirm].

Questions about this document? Email privacy@pezta.co.ke or call 0700 000 000.