Refund & Cancellation Policy

1. There are no returns on Rudia

Every product category sold on Rudia today — water, cooking gas, dairy, fresh produce and meal prep — is a consumable. Once it has been delivered, it cannot be sent back, restocked, or resold. Rudia does not offer a “change of mind” return window, and this is a deliberate design decision rather than an oversight: a returns process makes sense for durable goods and makes no sense for a bag of ice or a delivered gas cylinder.

2. Refunds are a separate mechanism, for different problems

“No returns” does not mean “no refunds.” A refund is available when something went wrong with the transaction itself, not because a buyer changed their mind about a delivered consumable:

• Non-delivery. You paid, and the order did not arrive in the promised window and cannot be rescheduled.
• Damage or shortage. What arrived was damaged, spoiled, or short of what was ordered.
• Duplicate or failed charge. A technical fault charged you twice, or charged you after your order had already expired. These are corrected automatically wherever our systems detect them.
• Store closure mid-cycle. A store is suspended or closes while holding a paid, undelivered subscription cycle.

3. How a refund is requested and decided

Report a problem from the order in your account, or contact support. Most failed-delivery refunds are decided from the delivery record the merchant already logs (including the reason a delivery failed). A refund reverses the same M-Pesa transaction where possible; where the payment has already settled and split between Rudia and the merchant, the correction may instead appear as an adjustment to the merchant’s next settlement. A refund includes the service fee you paid on the refunded items.

4. Subscriptions

Pausing, skipping a single delivery, or cancelling a subscription is not a refund request — it is a self-service action available from your account at any time, subject to each store’s cutoff window shown on the subscription. If you cancel after a cycle has already been charged, the deliveries already paid for in that cycle are still owed to you; anything genuinely undelivered in a cancelled cycle is refunded under section 2 above.

5. Timing

A refund to M-Pesa is typically confirmed by our records within 24 hours of approval, though the funds may take longer to reflect on the payer’s phone once the mobile network provider processes it.