Refund & Cancellation Policy

Last updated: June 4, 2026

1. Cancellations by you

• Before dispatch: Full refund, processed within 3 business days.
• After dispatch, before arrival: 50% refund. The other half compensates the provider for travel.
• After service starts: Generally non-refundable, except in cases of service failure (see below).

2. Cancellations by us or the provider

If we or the assigned provider cancel for any reason (unavailability, safety, force majeure), you receive a full refund automatically.

3. Service issues

If a service was not delivered as described, contact Customer Service within 48 hours with the booking reference and a brief description. We will investigate and, where appropriate, issue a full or partial refund or a credit to your wallet.

4. SOS & emergency services

SOS dispatch fees are non-refundable once a responder has been assigned. Genuine false-positive dispatches (caused by a system error on our side) are refunded in full.

5. How to request a refund

1. Open the booking from your Orders page.
2. Tap "Request refund" and provide a reason.
3. Our team reviews requests within 2 business days.
4. Approved refunds are returned to the original payment method (M-Pesa) within 3–7 business days.

6. Wallet credits

In some cases we may offer a wallet credit instead of a cash refund. Wallet credits never expire and may be used against any future booking.

7. Disputes

If you disagree with a refund decision, you may escalate to support@mamaluxe.co.ke. Unresolved disputes follow the governing law and venue stated in our Terms of Service.

See also: Privacy Policy · Terms of Service