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

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

2. Eligibility for Refunds or Replacements

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

1. Rejected at Delivery: The product was found to be defective, incorrect, or spoiled during the doorstep inspection and was successfully handed back to the courier.
2. Missing Items: An item listed and paid for on your invoice was missing from your delivery package entirely.
3. Order Cancellation: You cancelled your order on our web app before it entered the processing and packaging stage at our central fulfillment hub.

3. Non-Refundable Scenarios

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

1. Post-Acceptance: Any items that were accepted, signed for, and left in your possession. Once the courier leaves, the cold-chain custody breaks, and we cannot verify how the meat was stored.
2. Improper Storage: Spoilage occurring due to a failure to refrigerate or freeze the meat immediately upon receipt.
3. Incorrect Delivery Details: Orders that spoil or go undelivered because you provided an incorrect address, wrong phone number, or were unavailable to pick up the call during the scheduled delivery window.
4. Change of Mind: Adjustments to taste preferences or change of mind after the order has been processed or delivered.

4. How the Refund Process Works

If your claim meets our eligibility criteria (e.g., rejected at delivery or missing item):

1. Reporting: Contact our support desk within 2 hours of the delivery attempt via our official phone number or support email.
2. Investigation: Our customer success team will verify the delivery driver's report and log details.
3. Approval: Once validated, your refund will be processed.
4. Payout Channel: Approved refunds are issued directly back via the original payment method used (e.g., M-Pesa rollbacks or credit/debit card reversals).
5. Timeline: Mobile money refunds typically reflect within 24 to 48 hours. Card refunds may take 3 to 7 business days depending on your bank's processing cycles.