Last updated: 2 September 2025

1. General

We aim for satisfaction on every order. Refunds/cancellations are governed by category‑specific rules below. Where returns are allowed, items must be in original condition and packaging.

2. Retail (General Merchandise & Electronics)

Eligible: wrong/defective item, not as described, not delivered.

Window: request within 7 days of delivery; report visible damage within 48 hours.

Resolution: replacement or store credit; cash refund if replacement unavailable.

Exclusions: used, damaged by customer, missing serials/accessories, hygiene items once opened.

3. Grocery & Food

Perishables: non‑returnable if correctly delivered; issues must be reported within 24 hours with photos.

Wrong/missing items: replacement or credit.

4. Pharmacy

Safety first: Medicines are non‑returnable once delivered, except for wrong item or recall.

Verification: pharmacy/medical regulations apply; we may require prescription confirmation.

Advice: no medical advice provided by Kawiwi; consult a professional.

5. Rental (with driver)

Cancellations: free if driver has not started or is not within pickup radius; otherwise a cancellation fee may apply to cover driver time.

No‑show: driver wait time charges may apply.

6. Rental (without driver)

Booking deposit: may be required; fully refundable if no damage/fees.

Cancellations: full refund if cancelled ≥24 hours before start; 50% if <24 hours; no refund after start time.

Late return: hourly/daily late fees per vehicle terms.

Damage/cleaning: renter liable for damages, excessive cleaning, traffic fines and tolls unless covered by selected insurance.

Fuel: return with same fuel level unless otherwise stated; refuelling charge may apply.

7. Parcel Delivery

Lost/damaged parcels: claim within 48 hours of expected delivery; compensation limited to declared value or a platform cap where applicable.

Prohibited contents: no compensation for prohibited/undeclared hazardous items.

8. How to Request a Refund

In‑app: Orders → Help → Report an Issue, or email [insert support email] with order number, photos and a description.

Approved refunds are processed to the original payment method or as store credit within a reasonable period subject to payment provider timelines.

9. Non‑Refundable Fees

Vendor subscriptions and rider/platform commissions are non‑refundable, except where required by law.