Refunds & cancellations
Fresh produce is perishable, so our promise is simple: if something is wrong, tell us fast and we make it right.
Last updated: July 2026
Cancelling an order
While your order is still Placed or Confirmed, you can cancel it yourself with the "Cancel order" button on the order page - the stock goes back on the shelf and anything you paid is refunded. Once packing starts, the produce has been picked for you, so cancellation is no longer automatic - message us on WhatsApp and we will help.
Something wrong with your order?
Wrong item, missing item, or produce that is not fresh: open the order page and tap "Report an issue" within 24 hours of receiving it. Add a photo if you can - it speeds everything up. The team reviews every report and responds with a replacement, a credit, or a refund.
How refunds are paid
EcoCash and OneMoney payments are refunded to the same wallet that paid. Cash orders are refunded in cash at the hub or by the rider on the next delivery, whichever you prefer. Refunds are processed as soon as the issue is confirmed - mobile-money reversals usually arrive the same day.
Orders not collected
Pickup orders are kept fresh at the hub on the day of the order. If you cannot make it, message us and we will hold it for the next day or convert it to delivery. Orders left uncollected without notice may be cancelled, with perishables donated rather than wasted.
Talk to us first
Every order page has a WhatsApp button that opens a chat with the hub, with your order number already filled in. Most problems are sorted in minutes.