Refund Policy

1. How payment works

Every order is prepaid online via M-PESA or card (Pesapal) — for both delivery and pickup. The kitchen only starts on your order once payment lands, and your confirmation email is only sent after successful payment. If you never complete payment, no money moves and the pending order cancels itself automatically within 24 hours.

2. Cancelling before preparation

You may cancel an order before it enters preparation for a full refund. Contact us immediately on WhatsApp +254 793 598 945 with your order number. Once preparation begins, cancellation — and refunds on cancellation grounds — are no longer possible.

3. Wrong, missing, or damaged orders

If your order arrives incomplete, incorrect, or damaged, tell us within 30 minutes of delivery with your order number and, where possible, a photo. We will investigate and — at our discretion — send a replacement, issue store credit, or refund the affected items.

4. How refunds are paid

• Approved refunds go back to the original payment method: M-PESA reversal to the paying number, or a card refund through Pesapal.
• M-PESA reversals typically land within 24–72 hours; card refunds within 7 business days depending on your bank.
• Delivery fees are refunded only where the failure was ours (for example, an order we could not fulfil). Abandoned unpaid orders are simply cancelled — nothing was charged.
• Single-use promo and leaderboard codes consumed on a refunded order are not restored and have no cash value.

5. Chargebacks & reversals

If a completed payment is reversed by your provider (chargeback), the matching order is flagged unpaid in our system and any further fulfilment stops. Disputed orders are handled case by case — contact us first and we will always try to make it right before it reaches that stage.

6. How to request

• WhatsApp +254 793 598 945 or email inforushburgers@gmail.com with your order number (RSH-XXXX).
• Tell us what went wrong and what you would prefer: replacement, credit, or refund.
• We acknowledge every request within 24 hours and resolve most cases within 3 business days.

7. Contact

Refund questions? Reach us at inforushburgers@gmail.com or WhatsApp +254 793 598 945.