Effective Date: [04/06/2025]
At GroceNow, your satisfaction is our priority. We strive to deliver your groceries, meals, medicines, parcels, and car rental services promptly and accurately. However, we understand that there may be situations where a refund is necessary.
This Refund Policy outlines the conditions under which refunds are granted.
You may be eligible for a full or partial refund in the following cases:
The item was not delivered.
The item delivered was damaged, expired, or spoiled.
You received the wrong item.
The order was cancelled before dispatch.
The parcel was not picked up or delivered due to no fault of your own.
The parcel was damaged or lost during delivery (subject to verification).
Your booking was cancelled before the pickup time within the cancellation grace period.
The car was not delivered or was unavailable at the time of booking.
You were charged incorrectly due to a system or billing error.
Refunds will not be issued in the following cases:
Change of mind after order dispatch
Late cancellation outside the allowable window
Complaints made after 24 hours of delivery or rental return
Failure to provide proper documentation during car rental
To request a refund, please get in touch with our support team within 24 hours of the issue by:
📧 Email: info@grocenow.com
📞 Call/WhatsApp: +256 757769707
Please include:
Order ID or Rental ID
A brief description of the issue
Photos (if applicable)
Once your request is reviewed and approved, a refund will be issued within 3–7 business days.
Refunds will be made to the original payment method (e.g., mobile money, card, or Faras Wallet) or GroceNow Wallet for quicker access.
If you have any questions about this policy, please don't hesitate to contact us at your convenience. We’re here to help.
