Refunds & Cancellations
Last updated 2 October 2026 · Version 2026-10-02
How to cancel an order, what to do if something goes wrong, and how and when you get your money back.
1. Cancelling an order
- You can cancel from My orders while the order is pending or just confirmed — before the Service has started preparing it. You'll get a full refund.
- Once the Service is preparing the order, or a rider has collected it, it can't be cancelled in the app. Contact us straight away on +254 794 884 234; if the Service hasn't finished, we'll try to stop it.
- A Service may cancel an order (for example, an item ran out). You're refunded in full and told why.
- If we or the Service can't deliver (no rider available, address unreachable by us), you're refunded in full. If we can't reach you at the address and number you gave, the order may be cancelled without refund for goods already prepared.
2. Something wrong with your order
Please tell us within 24 hours of delivery using Report a problem on the order (or call us), and keep the item and packaging. Photos help.
| Problem | What we'll do |
|---|---|
| Missing or wrong item | Refund the item, or replace it if the Service can |
| Item damaged, spilled or not as described | Refund the item (or the order) after checking the report |
| Food or medicine unsafe or expired | Refund in full, and we'll act against the Service. If it affects your health, seek medical help first |
| Order never arrived but marked delivered | We'll check with the rider and the Service; if it can't be shown to have reached you, refund in full |
| Very late delivery | A goodwill credit or part-refund may be offered at our discretion |
| Rider behaved badly | Report it; we investigate and act on the rider's account |
3. How refunds are paid
| You paid with | You get your refund | Typical time |
|---|---|---|
| Urban Bites wallet | Back into your wallet | Immediately |
| Card (via Paystack) | To the same card | Starts when we approve it. Banks usually take 3–10 working days to show it |
| M-Pesa | To the same M-Pesa number, or to your wallet if the original can't be refunded | Within a few days of approval; may be longer if the provider is slow |
Refunds go back to the original payment method unless it's impossible, in which case we credit your wallet and tell you. Delivery fees are refunded when the delivery wasn't made or the failure was ours or the Service's. Coupons used on a cancelled order may be restored, unless they have expired.
4. Following your refund
Your order shows the real status of the refund: Refund pending (sent to the payment provider), Refunded (confirmed by the provider), or Refund failed (the provider rejected it — we follow up with you and arrange another way to pay you back). If a refund hasn't arrived after 10 working days, email info@urbanbites.shop with your order number.
5. When we can't refund
- You were given the order but changed your mind after it was prepared or delivered correctly.
- You or someone at the address refused delivery without a valid reason, or couldn't be reached.
- You couldn't show the ID or prescription needed for a restricted item (see the Terms of Service).
- We find the claim to be false or abusive. We may then suspend the account.
6. Your legal rights
This policy sits alongside your rights under the Consumer Protection Act, 2012 and other Kenyan law, which it does not reduce.