Cancellation & Refund
Last updated: 17 March 2026
Operated by: Reef Support B.V.
MiMaji is a digital marketplace connecting Customers with independent water Vendors. Payments are handled via M-Pesa or cash on delivery. This policy sets out the circumstances under which you may cancel an order, request a replacement, or receive a refund.
1. Order Cancellations
Before dispatch: You may cancel any order free of charge within five (5) minutes of placing it, or at any point before the Vendor confirms dispatch — whichever comes first. Use the “Cancel Order” button in the app or contact support. After dispatch: Once a rider has been assigned and is en route, cancellation may incur an attempted-delivery charge equal to the delivery fee. This compensates the rider for time and fuel already expended.
2. Grounds for a Refund or Replacement
You are entitled to a refund or free replacement if any of the following occurs: (a) Non-delivery: Your order was never received. (b) Excessive delay: Delivery arrived more than sixty (60) minutes beyond the estimated window. (c) Incorrect items: Products delivered differ in brand, size, or quantity from what was ordered. (d) Incomplete delivery: One or more items from your order are missing. (e) Quality or safety concerns: Delivered products show signs of contamination, have broken or loose seals, unusual odour or taste, visible foreign particles, or physical damage to the container.
3. Reporting Timelines
To be eligible, you must report the issue within the following windows: Refill deliveries (dispenser, bowser, jerrican refills): within twelve (12) hours of delivery. Sealed container deliveries (bottled water, new jugs, cartons): within forty-eight (48) hours of delivery. Non-delivery: Within twenty-four (24) hours after the scheduled delivery window has elapsed. Reports submitted outside these windows may be declined at our discretion, except where extraordinary circumstances prevented timely reporting.
4. Supporting Evidence
When reporting an issue, please include your order number and a brief description of the problem. Where relevant, attach a clear photograph (for example, a damaged container, wrong label, or visible contamination). This helps us resolve your case quickly.
5. Resolution Options
Non-delivery: Full refund to your M-Pesa account. Incorrect or missing items: Free replacement delivery of the correct or missing items (default). Alternatively, a refund for the affected items if you prefer. Quality or safety issues: Free replacement (default) or refund for the affected items. Excessive delay — order accepted: Partial refund of the delivery fee or equivalent platform credit. Excessive delay — order rejected: Full refund including delivery fee. Delivery fees: Refunded when the issue is caused by the Vendor or rider. Not refunded when the issue originates with the Customer (e.g., unreachable at delivery, incorrect address, refusal without a covered reason).
6. Refund Processing
M-Pesa payments: Approved refunds are sent to the M-Pesa number used for the original payment. We aim to process refunds within twenty-four (24) hours of approval. Actual receipt may be subject to M-Pesa processing times. Cash payments: For orders paid in cash (Cash on Delivery), refunds are issued as platform credit by default. If you prefer a cash refund, contact our support team to arrange collection or M-Pesa transfer to your registered number. Where instant resolution is preferred, we may offer platform credit of equivalent value; however, you always retain the right to choose a monetary refund if eligible.
7. Quality & Safety Expectations
All Vendors on MiMaji are required to deliver products in sealed, undamaged containers using clean, food-grade equipment. In the event of a contamination claim, MiMaji may arrange collection of the affected item for independent inspection. Resolution will proceed based on the inspection outcome, and the Customer will be informed of the findings.
8. Vendor Accountability
Where an issue is attributable to the Vendor, the cost of the refund or replacement is borne by that Vendor. MiMaji may advance the refund to the Customer and recover the amount from the Vendor subsequently.
9. Fair Use & Fraud Prevention
To maintain a fair marketplace, MiMaji reserves the right to review, delay, or decline refund requests in cases of: repeated claims without supporting evidence; conflicting or inconsistent accounts of the same order; accounts exhibiting patterns inconsistent with genuine use. We may request additional verification in such instances.
10. Reaching Our Support Team
WhatsApp: +254 758 434 076 Email: support@mimaji.co.ke Availability: 07:00 – 21:00 EAT, seven days a week. Urgent cases (e.g., safety concerns) are prioritised. If you are dissatisfied with the initial resolution, you may request escalation to a senior support manager for further review.
11. Applicable Law
This policy is governed by the laws of the Republic of Kenya. Nothing in this policy limits your statutory consumer protection rights under Kenyan law.
Cancellation & Refund Policy
Last updated: 17 March 2026
Operated by: Reef Support B.V.
MiMaji is a digital marketplace connecting Customers with independent water Vendors. Payments are handled via M-Pesa or cash on delivery. This policy sets out the circumstances under which you may cancel an order, request a replacement, or receive a refund.
1. Order Cancellations
Before dispatch: You may cancel any order free of charge within five (5) minutes of placing it, or at any point before the Vendor confirms dispatch — whichever comes first. Use the “Cancel Order” button in the app or contact support. After dispatch: Once a rider has been assigned and is en route, cancellation may incur an attempted-delivery charge equal to the delivery fee. This compensates the rider for time and fuel already expended.
2. Grounds for a Refund or Replacement
You are entitled to a refund or free replacement if any of the following occurs: (a) Non-delivery: Your order was never received. (b) Excessive delay: Delivery arrived more than sixty (60) minutes beyond the estimated window. (c) Incorrect items: Products delivered differ in brand, size, or quantity from what was ordered. (d) Incomplete delivery: One or more items from your order are missing. (e) Quality or safety concerns: Delivered products show signs of contamination, have broken or loose seals, unusual odour or taste, visible foreign particles, or physical damage to the container.
3. Reporting Timelines
To be eligible, you must report the issue within the following windows: Refill deliveries (dispenser, bowser, jerrican refills): within twelve (12) hours of delivery. Sealed container deliveries (bottled water, new jugs, cartons): within forty-eight (48) hours of delivery. Non-delivery: Within twenty-four (24) hours after the scheduled delivery window has elapsed. Reports submitted outside these windows may be declined at our discretion, except where extraordinary circumstances prevented timely reporting.
4. Supporting Evidence
When reporting an issue, please include your order number and a brief description of the problem. Where relevant, attach a clear photograph (for example, a damaged container, wrong label, or visible contamination). This helps us resolve your case quickly.
5. Resolution Options
Non-delivery: Full refund to your M-Pesa account. Incorrect or missing items: Free replacement delivery of the correct or missing items (default). Alternatively, a refund for the affected items if you prefer. Quality or safety issues: Free replacement (default) or refund for the affected items. Excessive delay — order accepted: Partial refund of the delivery fee or equivalent platform credit. Excessive delay — order rejected: Full refund including delivery fee. Delivery fees: Refunded when the issue is caused by the Vendor or rider. Not refunded when the issue originates with the Customer (e.g., unreachable at delivery, incorrect address, refusal without a covered reason).
6. Refund Processing
M-Pesa payments: Approved refunds are sent to the M-Pesa number used for the original payment. We aim to process refunds within twenty-four (24) hours of approval. Actual receipt may be subject to M-Pesa processing times. Cash payments: For orders paid in cash (Cash on Delivery), refunds are issued as platform credit by default. If you prefer a cash refund, contact our support team to arrange collection or M-Pesa transfer to your registered number. Where instant resolution is preferred, we may offer platform credit of equivalent value; however, you always retain the right to choose a monetary refund if eligible.
7. Quality & Safety Expectations
All Vendors on MiMaji are required to deliver products in sealed, undamaged containers using clean, food-grade equipment. In the event of a contamination claim, MiMaji may arrange collection of the affected item for independent inspection. Resolution will proceed based on the inspection outcome, and the Customer will be informed of the findings.
8. Vendor Accountability
Where an issue is attributable to the Vendor, the cost of the refund or replacement is borne by that Vendor. MiMaji may advance the refund to the Customer and recover the amount from the Vendor subsequently.
9. Fair Use & Fraud Prevention
To maintain a fair marketplace, MiMaji reserves the right to review, delay, or decline refund requests in cases of: repeated claims without supporting evidence; conflicting or inconsistent accounts of the same order; accounts exhibiting patterns inconsistent with genuine use. We may request additional verification in such instances.
10. Reaching Our Support Team
WhatsApp: +254 758 434 076 Email: support@mimaji.co.ke Availability: 07:00 – 21:00 EAT, seven days a week. Urgent cases (e.g., safety concerns) are prioritised. If you are dissatisfied with the initial resolution, you may request escalation to a senior support manager for further review.
11. Applicable Law
This policy is governed by the laws of the Republic of Kenya. Nothing in this policy limits your statutory consumer protection rights under Kenyan law.