At Zinake Marketplace, we aim to provide a smooth and reliable shopping and delivery experience for all customers and vendors. This Cancellation Policy explains how order cancellations are handled on our platform.
Customers may cancel their order at any time before the vendor accepts the order.
If cancelled at this stage, the customer receives an instant full refund (for prepaid orders).
No cancellation fee applies.
Once the vendor has accepted the order:
Cancellation may not always be possible, especially for food and perishable items.
If cancellation is allowed, a partial refund may be issued depending on the preparation stage.
Orders cannot be cancelled after the delivery agent has picked up or dispatched the order.
Vendors may cancel an order due to:
Out-of-stock items
Operational issues
Delivery limitations
Unforeseen emergencies
If a vendor cancels:
The customer receives a full refund (for prepaid orders).
Zinake Marketplace may take necessary action if repeated cancellations occur.
A delivery rider may cancel the order only due to:
Safety concerns
Vehicle breakdown
Unreachable pickup location
In such cases:
Another delivery agent will be assigned.
If delivery cannot be completed, the customer receives a full refund.
Refunds for cancelled orders (when eligible) are processed as follows:
Wallet refunds: Instant
Mobile money refunds (e.g., M-Pesa): Within 24–72 hours
Card/bank refunds: 3–7 business days depending on the provider
The following cannot be cancelled once accepted by the vendor:
Fresh food & cooked meals
Perishable groceries
Customized or made-to-order items
Prescription medicines (where applicable)
Zinake Marketplace reserves the right to:
Deny refund requests
Restrict cancellation privileges
Suspend accounts showing suspicious or excessive cancellation patterns
Zinake Marketplace may update this Cancellation Policy at any time. All changes will be communicated through the platform or website. Continued use of the service indicates acceptance of the updated policy.
