REFUND & FAILED DELIVERY POLICY

Key terms

• Delivery OTP — the one-time code generated by PickSpot that a customer provides to the delivery person to confirm receipt and acceptance of an order.
• Return OTP — the one-time code generated by PickSpot that a merchant provides to the delivery person to confirm a returned parcel is back with the merchant.
• PickSpot Customer Fee — the platform fee equal to 3% of product value, charged to the customer.
• Successful Delivery — an order confirmed as delivered through verification of the Delivery OTP.
• Failed Delivery — a parcel was collected from the merchant, the delivery could not be completed, and the parcel is returned.
• Failed Order — an order that ends before any parcel is collected from the merchant.

Successful delivery

Cancellation before payment

A customer may cancel an order request at any time before payment. No charge applies and no refund is required.

Cancellation after payment

A customer may cancel an order after payment. If no parcel has been collected from the merchant, the order is treated as a Failed Order and the customer is refunded in accordance with section 7. If a parcel has already been collected, the order is treated as a Failed Delivery and the provisions of sections 7, 8, 9, and 10 apply.

Two kinds of unsuccessful order

After payment, an order that does not complete falls into one of two categories:

• Failed Order: ends before any parcel is collected — for example, the customer cancels before collection, or delivery cannot begin.
• Failed Delivery: occurs after a parcel has been collected — the delivery cannot be completed and the parcel is returned to the merchant.

The customer's refund is the same in both cases. The difference affects the merchant: a Failed Delivery Fee applies only to a Failed Delivery.

Customer refunds

Where a customer has paid and the order does not complete, the customer is refunded:

• •Product price
• •Delivery fee
• •PickSpot Customer Fee

Payment processing fees are not refunded. They represent third-party costs incurred at the time of payment.

Delivery rejection

When a delivery person presents an order, the customer may accept it by providing the Delivery OTP, or reject it before providing the OTP. To reject:

• •Select a rejection reason.
• •Submit a photograph through the PickSpot application.
• •Do not provide the Delivery OTP. The parcel is retained for return.

The rejection photograph becomes part of the order record and may be used for fraud prevention, merchant performance monitoring, and investigations.

Failed delivery fee

For each Failed Delivery, the merchant is charged a flat fee of KES 120. No Failed Delivery Fee applies to a Failed Order. The fee may be deducted from settlements.

Return process

Where a parcel is returned to the merchant:

• •The delivery person returns the parcel to the merchant's business location.
• •The merchant provides the Return OTP to the delivery person.
• •The Return OTP is verified by PickSpot's system and the return is recorded as complete.

A customer's refund is processed when the order is determined to have failed; it is not withheld pending completion of the return.

Failed returns

PickSpot does not store, hold, or warehouse parcels under any circumstances.

If a return is attempted and the merchant is unavailable, unreachable, or has closed:

• PickSpot is not liable for the goods.
• After a reasonable return attempt, the parcel may be disposed of or abandoned by the delivery service provider.
• The merchant bears the risk and loss for any parcel not received due to the merchant's unavailability.
• The Failed Delivery Fee still applies.

The platform does not permit order creation within two (2) hours of the merchant's set closing time to reduce the risk of failed returns. Merchants must remain available during operating hours for the duration of any active order.

Risk and abuse controls

PickSpot may review order history, rejection records, refund activity, and account activity to identify fraud, abuse, or misuse. Customers or merchants who repeatedly abuse platform protections may be subject to restrictions, suspension, or permanent suspension.

Chargebacks

Where a customer's bank or card issuer reverses a payment after settlement, the matter is handled in accordance with the Merchant Agreement.

Updates

PickSpot Network Limited may update this policy from time to time. An updated policy takes effect upon publication.