Cancellation Policy

At Meatsoko Ecosystem, we process and pack your meat orders rapidly to guarantee maximum freshness and strict cold-chain compliance. Because our products are prepared to order and highly perishable, cancellations are subject to strict time limits.

Please review our cancellation rules and cut-off points below.

1. Standard Orders (Web & Mobile App)

1. Before Processing (Full Refund): You may cancel your order at no charge through your account dashboard or by calling customer support, provided the order status is still marked as "Pending" or "Received".
2. After Processing (No Cancellation): Once your order moves to "Processing" or "Packaging", our butchery team has already selected, weighed, and custom-cut your meat. At this stage, the order cannot be cancelled, modified, or refunded.

2. Bulk Wholesale & Custom Event Orders

Orders involving wholesale quantities for businesses, or custom processing for events (e.g., weddings, family gatherings), require dedicated preparation:

1. Cancellation Window: Cancellation requests for bulk orders must be submitted at least 24 hours prior to the scheduled delivery or pickup time.
2. Deposits: Any down-payments or commitment deposits made for bulk orders cancelled less than 24 hours before delivery are strictly non-refundable to cover livestock sourcing and labor costs.

3. Live Animal Bookings (Goats, Sheep, Cattle)

1. Sourcing Cut-off: Bookings made for live animals (including Qurbani or festive celebrations) must be cancelled at least 48 hours before the scheduled delivery or slaughter date.
2. Late cancellations for live animals will incur a 30% restocking fee to cover holding, feeding, and logistics costs.

4. Subscription or Recurring Orders

If you are enrolled in a recurring meat delivery subscription:

1. You can pause, modify, or cancel your upcoming scheduled delivery at any time up to 11:59 PM the night before the scheduled dispatch date.
2. Same-day subscription cancellations cannot be accommodated once the delivery vehicle has been loaded.

5. Cancellations by Meatsoko

We reserve the right to cancel an order at any time due to unforeseen circumstances, including but not limited to:

1. Sourcing Issues: Sudden stock unavailability or unexpected veterinary health audit failure for a specific batch of livestock.
2. Logistics Failures: Extreme weather or severe transport disruptions that break our cold-chain security.
3. Payment Failure: Inability to clear or verify your M-Pesa or card payment during checkout.
4. If Meatsoko cancels your order, you will be notified immediately and issued a 100% full refund to your original payment channel.

6. How to Cancel Your Order

If you need to cancel an eligible order within the permissible timeframe:

1. Quickest Method: Log into your Meatsoko account, navigate to My Orders, and click "Cancel Order" (if the button is still active).
2. Alternative Method: Immediately call our Customer Operations Hotline at our official support number with your Order ID ready.