Refund Policy

At Meatsoko Ecosystem, we take extreme pride in the quality, freshness, and safety of our meat products. Because our items are fresh, temperature-controlled, and perishable, our return and refund guidelines differ strictly from non-food retailers.

Please read this policy carefully before placing your order.

1. Mandatory Inspection Upon Delivery

• Check Immediately: You are required to physically inspect your meat order immediately upon arrival in the presence of our delivery courier.
• What to Look For: Verify that the item type, cut, weight, packaging seal, and freshness match your order invoice.
• Immediate Rejection: If there is any visible discrepancy (e.g., incorrect cut, damaged packaging, or quality concerns), you must reject the affected item right then and there and hand it back to the courier.

2. Refund Amounts & Deductions

Depending on the circumstances of the claim or cancellation, refunds are issued either in full or subject to a standard processing deduction:

• Partial Refund (70% of Total Order Value):
  • Late Cancellations & Order Modifications: If you cancel or amend your order after custom butchery, portioning, or packaging has commenced, a 30% restocking and handling fee will be retained to cover raw material prep and cold-chain sanitation costs. You will receive a 70% refund of the order value.
  • Failed Delivery via Customer Unavailability: If a delivery cannot be completed due to unreachable contact numbers or customer absence within the agreed delivery window, perishable prep costs are retained at 30%, and a 70% refund (less any direct courier delivery fees) will be issued once the returned cold package is inspected at the hub.
• Full Refund (100% of Impacted Item or Order Value):
  • Items verified as defective, spoiled, or incorrect that were rejected at delivery and handed back to the courier.
  • Items invoiced and paid for that were completely missing from the delivered order package.
  • Cancellations submitted before your order has entered the butchery, cutting, and packaging queue.

3. Eligibility Criteria

To maintain food safety standards, we can only issue refunds or product exchanges under the following conditions:

• Rejected at Delivery: The product was found to be defective, incorrect, or compromised during doorstep inspection and was immediately handed back to the courier.
• Missing Items: An item listed and paid for on your invoice was missing from your delivery package entirely.
• Timely Cancellation: You initiated a cancellation request via our web app or support desk before delivery dispatch.

4. Non-Refundable Scenarios

We cannot accept returns, exchanges, or issue refunds under the following circumstances:

• Post-Acceptance Possession: Any items that were accepted and left in your possession. Once the courier leaves, the cold-chain custody breaks, and we cannot verify how the meat was handled or stored.
• Improper Storage: Spoilage occurring due to a failure to refrigerate or freeze the meat immediately upon receipt.
• Change of Mind Post-Delivery: Taste preference changes or buyer remorse after delivery has been completed.

5. How the Refund Process Works

If your claim meets our eligibility criteria:

1. Reporting: Contact our support desk within 2 hours of the delivery attempt via our official phone number or support email.
2. Investigation: Our dispatch team verifies the delivery driver's physical log, hub staging timestamps, and returned inventory.
3. Approval & Calculation: Once validated, the applicable refund amount (100% or 70%, as outlined in Section 2) will be approved.
4. Payout Channel: Approved refunds are credited directly back to the original payment method used (e.g., M-Pesa reversal or debit/credit card chargeback).
5. Timeline: Mobile money (M-Pesa) refunds reflect within 24 to 48 hours. Card refunds take 3 to 7 business days, depending on your acquiring bank's processing timelines.