PICKSPOT

REFUND & FAILED DELIVERY POLICY

Version 1.0 · Effective date: 3 June 2026

Operated by PickSpot Network Limited

This policy explains how refunds, cancellations, rejections, and returns work on PickSpot and PickSend. It is the single source for these outcomes and is referenced by the Terms of Service and Merchant Agreement.

Successful delivery

An order is complete when the customer accepts it and gives the rider the delivery OTP, and the OTP is verified. The order is then final and the merchant becomes eligible for settlement. The failed-delivery process no longer applies.

The two failure types

  • Failed Order — no parcel collected. If payment was made but no parcel was ever collected from the merchant (for example, the merchant cannot fulfil, or the order ends before collection), the customer is refunded the product price, delivery fee, and PickSpot Customer Fee, and no Failed Delivery Fee applies, because nothing was dispatched or returned.
  • Failed Delivery — parcel collected, then returned. If a parcel was collected and delivery then fails (the customer rejects it, is unavailable, or it cannot be completed), the parcel is returned to the merchant against a return OTP. The customer is refunded the product price and delivery fee; the PickSpot Customer Fee is not refunded, as the order was dispatched and coordinated. A flat Failed Delivery Fee of KES 120 applies to the merchant, recoverable from settlement.

In both cases, payment-processing fees are non-refundable, as they are third-party costs already incurred.

Cancellations and rejections

Before payment, an order request can be cancelled with no charge. After payment, any cancellation — by customer or merchant — is handled as a failed order or failed delivery above, depending on whether a parcel was collected. To reject on arrival, the customer selects a reason, submits a photo, and does not give the OTP; the rider returns the parcel. Rejection photos may be used for fraud prevention and review.

Reviews and risk controls

We may review order, rejection, return, and refund activity to detect abuse or fraud. Customers or merchants with excessive failed deliveries, rejections, or suspected abuse may face additional verification, limits, delayed refunds, restrictions, or suspension. We may pause a refund or settlement while a fraud or dispute review is underway.

Finality

Once a delivery OTP is verified, the order is delivered, the merchant is eligible for settlement, and the failed-delivery process does not apply. We may update this policy; changes take effect on publication. Questions: contact@pickspot.net.