Payment Policy

Last updated: April 17, 2025

1. Payment Options

Pay on Delivery (POD): Pay via Cash, M-Pesa, or Card when your order arrives.
Advance Payment: Full payment online via M-Pesa, Card, or Mobile Money before delivery.

2. Payment Terms

High-value items (e.g., machinery, bulk orders) require full advance payment.
For Pay on Delivery, payment must be completed upon delivery confirmation.
Orders will not be released without full payment.

3. Payment Window & Delays

Payment must be completed within 15 minutes of delivery arrival (extended from 10 mins for flexibility).
If payment is delayed, the rider will wait up to 15 mins, then return the item (order canceled).
Re-delivery requires an additional fee and full advance payment.
Exceptions: Technical issues (e.g., M-Pesa downtime) will be reviewed case-by-case.

4. Fees

Delivery Fee: Covers transport from hub to you (varies by distance/order size).
Service Fee: Covers processing, packaging, support, and platform maintenance.

5. Refunds & Cancellations

Canceled Orders: If payment fails, you may request a refund (minus delivery/service fees).
Refund Timeframe: Processed within 5-7 business days (M-Pesa/Card).
Non-Refundable Cases: Custom-made/perishable items (unless defective).

6. Disputes & Chargebacks

Report payment issues within 48 hours via support@instapilau.com.
Unauthorized transactions will be investigated per PCI-DSS standards.
Chargebacks without prior contact may result in account suspension.

7. Force Majeure

We are not liable for delays/cancellations due to events beyond our control (e.g., floods, strikes, network outages).

8. Contact Us

Questions? Reach us via:

Email: support@instapilau.com
Phone: +254 111 229 420 (Mon-Sun, 8 AM - 6 PM EAT)
Address: Westlands, Nairobi, Kenya