Refund Policy

1. Full refund

• Cancelled before a partner is assigned.
• Partner never arrived or job was not delivered.
• Duplicate or erroneous charge.

2. Partial refund

Service partially delivered or quality dispute upheld by Customer Service after review of photo proof, chat logs, and ratings.

3. No refund

• Cancelled after partner arrived at pickup.
• Customer no-show.
• Disputes raised more than 7 days after order.

4. How to request

Open the order → "Report an issue", or email support@mamaluxe.co.ke. Decisions are made within 3 business days. Approved refunds reach M-Pesa within 24h, cards within 5–10 business days.

5. Loyalty points & promos

Points used on a refunded order are restored. Promo discounts are forfeited on refund.