MajiApp Refund & Returns Policy

Effective date: 30 August 2025
Jurisdiction: Kenya

Maji Co. Ltd. ("Maji," "we," "us," or "our") operates the website maji.co.ke (the "Website") and connects customers to verified water vendors for on-demand delivery. Payments are processed via M-Pesa. This Refund & Returns Policy explains when and how refunds, replacements, or cancellations apply.

1. Who We Are

MajiApp connects customers to verified water vendors for on-demand delivery. Payments are processed via M-Pesa. This policy explains when and how refunds, replacements, or cancellations apply.

2. When You’re Eligible

  • Non-delivery: Order was never delivered.
  • Late delivery: Delivered beyond the promised window or more than 60 minutes past the ETA.
  • Wrong products/quantity: Different brand/size, missing items.
  • Partial delivery: Only part of the order was delivered.
  • Bad quality: Broken/loose seal, off-taste/odor, visible debris, damaged container.

3. Report Window (Timelines)

  • Refill deliveries (dispenser/bowser refills): report within 12 hours of delivery.
  • Other deliveries (bottled/jerrican/bulk sealed containers): report within 48 hours of delivery.
  • Non-delivery: report after the delivery window has passed and within 24 hours thereafter.

Late reports may be declined unless there are exceptional circumstances.

4. What Proof We Need

  • A short message describing the issue, or
  • A clear photo (e.g., broken seal, wrong item).

Please include your Order ID and delivery time if possible.

5. How We Resolve Issues

  • Non-delivery: Full refund to M-Pesa (default).
  • Wrong product/quantity: Free replacement/redelivery (default), or refund for affected items.
  • Partial delivery: Replacement of missing items, or refund for undelivered items.
  • Bad quality/damage: Replacement (default), or refund for affected items.
  • Late delivery:
    • If you still accept the order: partial refund of delivery fee or promo credit.
    • If you reject due to lateness: full refund.

Delivery fees: Refunded if vendor/rider is at fault. Not refunded if customer is at fault (e.g., unreachable, wrong address, refuses delivery for non-covered reasons).

Partial refunds: If only part of the order has an issue, only that part is refunded/replaced.

6. Cancellations

Free cancellation within 5 minutes of placing the order or before dispatch (whichever comes first). If a rider is already dispatched, an attempted-delivery fee (typically equal to the delivery fee) may apply.

7. Quality & Safety Rules

Vendors must deliver sealed containers or perform refills with clean, food-grade equipment. For contamination claims, items may be collected for inspection. If confirmed, refund/replacement proceeds; if not, we’ll explain our decision.

8. Marketplace Responsibilities

Vendors agree to meet or exceed this policy. For vendor-caused issues, the vendor funds the refund; MajiApp may advance refunds and recover from the vendor later.

9. Processing Time & Method

Refunds are issued only to the original M-Pesa number used to pay for the order. Our target processing time is within 24 hours of approval (bank or M-Pesa delays may affect posting). Store credit may be offered instantly, but you can choose a cash refund if eligible.

10. Abuse & Limits

To protect fair use, MajiApp may decline or review requests in cases such as:

  • Repeated refund requests without proof.
  • Conflicting or suspicious claims.
  • Accounts with unusual refund patterns.

We may request additional verification if needed.

11. How to Contact Support

WhatsApp: +254 704 473207
Email: info@majiapp.com
Hours: 8:00–20:00 EAT, Mon–Sun (urgent issues handled as priority)

If your case is not resolved satisfactorily, you may request escalation to a senior customer service manager for review.

12. Legal

This policy is governed by the laws of Kenya. Nothing here limits your statutory consumer rights.

Note: This page is provided for convenience and does not constitute legal advice.