Return and Refund Policy

1. Return Policy

Our return policy varies by product category as outlined below:

• Meals, Groceries, and Daily Orders:

  Due to the perishable nature of food items, returns are not accepted after delivery. However, refunds may be issued for spoiled, incorrect, or missing items. Claims must be supported by photographic evidence (including packaging and timestamps) submitted within 2 hours of delivery.

• High-Value or Bulk Orders (Equipment/Large Stock):

  Returns must be initiated within 24 hours of delivery. Items must be in original condition with all packaging intact. Returns are only accepted for: incorrect items, damaged goods, or products not matching the order description. Used or customer-damaged items are ineligible for return.

• Outside Catering & Event Equipment:

  Equipment rentals (tables, chairs, service items) may be returned immediately following the event. Food items and used products are non-returnable. All equipment must be returned in the same condition as received.

2. Refund Policy

• Meals, Snacks, and Beverages:

  Refunds are issued for: incorrect/missing orders, spoiled food, or failure to deliver within promised timeframes (when not caused by customer error). No refunds are provided for: incorrect delivery information provided by customer, customer unavailability, or post-dispatch cancellations.

• Service Bookings (Chef, Nutritionist, Trainer):

  Full payment is required at booking. Cancellations made 24+ hours prior to service receive full refunds. Provider cancellations are fully refunded. No refunds for no-shows or cancellations within 24 hours of service.

• Catering Services:
  • Events (10+ people): 50% deposit required. Cancellations >48 hours before event receive deposit refund (minus processing fees). Cancellations within 48 hours forfeit deposit.
  • Small Events (≤10 people): Payment collected post-event. Refunds only issued if services were not provided as agreed.
• High-Value Merchandise:

  Refunds available for damaged/incorrect items upon delivery verification. Claims require photographic evidence submitted within 24 hours. No refunds for used, modified, or late-returned items.

3. Refund Processing Time

• Mobile Money/Card Payments: 7–14 business days
• Bank Transfers: 7–14 business days

Processing times begin once your return is approved and may vary by financial institution.

4. Non-Refundable Items

• Perishable food items and custom meal preparations
• Completed services (e.g., chef services already rendered)
• All delivery, service, and processing fees
• Gift cards and promotional items

5. How to Request a Refund

6. Contact Us

• Email: support@instapilau.com
• Phone: +254 111 229 420 (Mon–Sun, 9 AM – 6 PM EAT)
• Address: Ring Rd Westlands Ln, Nairobi, Kenya