When orders can be cancelled and how refunds work.
Version 0.1.0·Last updated 2026-06-10
Havey is launching in Meru and Nanyuki. These policies describe how we operate today; we may update them as our service grows. Questions: support@haveyapp.com.
1. Policy details
This Refund and Cancellation Policy applies to the Havey platform operated by:
Havey Operator:
Legal Name: Havey
Registration Number: Available on request
KRA PIN: Available on request
Address: Registered office details are available on request — contact us by email.
Email: support@haveyapp.com
Phone: support@haveyapp.com
This Policy applies to:
Platform Name: Havey
Supported Initial Towns: Meru and Nanyuki, Kenya
Effective Date: 10 June 2026
2. Purpose
This Policy explains how Havey handles:
Customer cancellations
Vendor cancellations or rejections
Failed payments
Failed deliveries
Refund requests
Partial refunds
Cash-on-delivery disputes
Manual M-Pesa verification issues
Vendor settlement impact
Driver settlement impact
Restricted category order issues
The goal is to make refunds and cancellations fair, clear, traceable, and controlled.
3. Definitions
Term
Meaning
Havey
The platform operator
Customer
Person placing or receiving an order
Vendor
Business selling products through Havey
Driver
Independent delivery service provider
Order
Customer request for products and delivery
Cancellation
Order stopped before completion
Refund
Full or partial return/reversal of payment
Partial Refund
Refund for part of an order or part of payment
Dispute
Contested order, payment, delivery, refund, or settlement issue
Restricted Product
Product requiring extra rules, including pharmacy or alcohol products
Cash on Delivery
Cash collected physically during delivery
Settlement
Vendor or Driver amount payable after applicable rules
Held Funds
Amount temporarily held before settlement release
4. Core policy principles
Havey refund and cancellation decisions should follow these principles:
Principle
Meaning
Fairness
Treat customers, vendors, and drivers fairly
Traceability
Record reasons, actors, and timestamps
Verification
Do not refund or reject without checking facts where needed
Abuse prevention
Prevent fake claims and repeated abuse
Customer protection
Protect customers from failed or wrong orders
Vendor protection
Protect vendors from unfair claims
Driver protection
Protect drivers from unfair delivery disputes
Financial control
Refunds must update payment, settlement, and ledger records
Legal review
Final policy must be reviewed before public use
5. Order cancellation stages
Refund and cancellation rules depend on order state.
Order stage
Cancellation treatment
Before payment
Usually allowed
Payment pending
Usually allowed or expires automatically
Payment confirmed but vendor not accepted
Usually refundable if cancelled
Vendor accepted but preparation not started
Refund may be possible, subject to review
Vendor preparing
Cancellation may be limited or partial
Driver assigned
Delivery fee or cancellation fee may apply where allowed
Driver picked up order
Cancellation is restricted and may be non-refundable or partial
Delivery in progress
Cancellation is restricted
Delivered
Cancellation no longer applies; dispute/refund process applies
Restricted Product processing
Special rules may apply
6. Customer cancellation
A Customer may request cancellation.
6.1 Customer cancellation may be allowed where:
Payment has not been completed
Vendor has not accepted the order
Vendor has not started preparation
Order was placed by mistake and reported quickly
Delivery address is unsupported and detected early
Payment failed or expired
Support/admin approves cancellation
6.2 Customer cancellation may be denied or limited where:
Vendor has already prepared the order
Driver has already picked up the order
Delivery is already in progress
Product is perishable
Product is custom-prepared
Restricted Product processing has started
Customer repeatedly abuses cancellation
Cancellation would unfairly harm Vendor or Driver
Order has already been delivered
6.3 Customer cancellation rule
The later the order is cancelled, the more likely refund may be partial, denied, or require support review.
7. Vendor rejection or cancellation
A Vendor may reject or cancel an order where there is a valid reason.
Valid reasons may include:
Product unavailable
Vendor too busy
Vendor closed
Price or catalog error
Restricted Product issue
Order details unclear
Safety issue
Operational emergency
Other approved reason
Vendor rejection after payment may trigger:
Full refund
Partial refund
Replacement/substitution flow
Support review
Vendor reliability review
Settlement hold
Vendor warning or suspension for repeated issues
Vendor rejection must be recorded with reason and timestamp.
8. Havey/system cancellation
Havey may cancel an order where:
Payment fails
Payment cannot be verified
Vendor is unavailable
Product is unavailable
Driver cannot be assigned
Customer is unreachable
Delivery address is unsupported
Fraud or abuse is suspected
Restricted Product rules are not satisfied
Platform or payment provider issue occurs
Safety risk exists
Legal or compliance concern exists
Support/admin approves cancellation
Havey should notify the Customer where practical.
9. Driver-related cancellation or failed delivery
Delivery may fail because of Driver, Customer, Vendor, location, safety, or operational issues.
Driver-related reasons may include:
Driver unavailable
Driver unresponsive
Driver safety issue
Driver vehicle/transport issue
Driver cannot locate Vendor
Driver cannot locate Customer
Driver reports wrong address
Order damaged during delivery
Driver misconduct
Failed delivery may trigger:
Reassignment
Support review
Refund review
Driver settlement hold
Vendor settlement hold
Customer notification
Driver performance review
A Driver must not falsely mark a delivery as failed or delivered.
10. Customer unreachable
If a Customer is unreachable during delivery, Havey may follow this process:
Driver attempts contact
-> Driver waits for approved time
-> Driver reports customer unreachable
-> Support/dispatcher reviews
-> Order is completed, cancelled, failed, or rescheduled based on policy
Customer unreachable cases may affect refund eligibility.
Refund may be reduced or denied where:
Customer provided wrong phone number
Customer provided wrong address
Customer ignored delivery communication
Driver reached correct location
Vendor had already prepared order
Driver had already incurred delivery effort
Customer has repeated unreachable history
This clause requires legal review before public use.
11. Refund eligibility
A Customer may be eligible for full or partial refund where:
Payment was duplicated
Payment was made but order was not accepted
Vendor rejected the order
Vendor could not provide ordered items
Wrong item was delivered
Missing item was confirmed
Delivery failed for reasons not caused by the Customer
Order was cancelled before fulfillment
Payment was verified but order did not proceed
Support/admin approves dispute resolution
Payment provider confirms reversal is required
12. Refund may be denied or reduced
Refund may be denied or reduced where:
Customer provided wrong delivery details
Customer was unreachable
Customer cancelled too late
Vendor already prepared the order
Driver already picked up the order
Order was delivered correctly
Customer made a false claim
Customer submitted fake payment information
Customer abused refunds or disputes
Cash-on-delivery payment cannot be verified
Restricted Product rules prevent refund
Product was perishable, opened, consumed, or custom-prepared
Issue was caused by Customer misconduct
Refund denial or reduction should be recorded with reason.
13. Full refund scenarios
Full refund may be appropriate where:
Scenario
Notes
Duplicate payment
Verified duplicate payment
Vendor rejects before preparation
Customer paid but Vendor cannot fulfill
Payment confirmed but order not created
System/payment issue
Product unavailable before preparation
Vendor cannot supply
Order cancelled by Havey before fulfillment
Customer not at fault
Delivery impossible due to platform/vendor issue
Support review required
Payment provider reversal required
Provider-confirmed
14. Partial refund scenarios
Partial refund may be appropriate where:
Scenario
Notes
Some items unavailable
Refund missing/unavailable items
Wrong item partially affects order
Refund affected item
Delivery completed but one item missing
Refund missing item
Customer cancels after preparation starts
Deduct prepared item or vendor cost where allowed
Driver already attempted delivery
Delivery fee may be retained where allowed
Promotion/discount used
Refund may account for actual paid amount
Order partially fulfilled
Refund unfulfilled part
Partial refund calculation must be clear and recorded.
15. Non-refundable or review-required scenarios
Some cases may require review or may not be refundable.
Examples:
Customer changed mind after preparation
Customer unreachable after driver arrival
Customer provided wrong address
Product delivered correctly
Perishable product already prepared
Product consumed or used
False claim detected
Restricted Product issue caused by Customer
Cash-on-delivery dispute without evidence
Customer refused delivery without valid reason
This does not remove customer rights that may apply under law.
Legal review is required.
16. Manual M-Pesa refund and verification issues
Where manual M-Pesa payment is used:
Customer may submit a transaction code
Havey must verify the transaction
Unverified transaction code does not confirm payment
Fake or reused transaction code may cause account restriction
Wrong amount may require manual review
Payment to wrong Till/PayBill may require support review
Refund may be delayed until verification is complete
Manual payment refund decisions must be based on verified records.
17. M-Pesa STK Push refund issues
Where payment was made by STK Push:
Payment provider record should be checked
Duplicate payment should be investigated
Failed callback should be reconciled
Confirmed payment may be refunded if refund rules allow
Refund completion depends on payment provider process
Havey should record:
Payment reference
Provider transaction ID
Refund request ID
Refund status
Refund completion time
Any failure reason
18. Cash-on-delivery refund issues
Cash-on-delivery refund cases are different because payment is physical.
If Customer paid cash and later raises a valid issue, Havey may:
Investigate Driver cash collection
Investigate Vendor order accuracy
Review delivery confirmation
Approve replacement
Approve refund
Adjust Vendor settlement
Adjust Driver settlement
Create cash reconciliation action
Cash refund may require manual process.
Cash disputes must be recorded carefully.
19. Invite-payer refund issues
Where another person paid for the order:
Refund should normally go to the original payment source or payer where technically and legally possible.
Customer cannot claim cash refund for a payment made by invited payer unless approved.
Invited payer may receive payment status communication.
Customer remains responsible for delivery details and order request.
Sensitive Customer information should not be exposed unnecessarily to the invited payer.
Invite-payer refund flow requires legal/payment review before launch.
20. Restricted Product refunds
Restricted Products include pharmacy and alcohol-related products.
Refund and cancellation rules may be stricter where:
Product is sensitive
Product requires approval
Product was already prepared
Product was already dispatched
Customer eligibility issue exists
Age/compliance issue exists
Prescription or health-related issue exists
Legal restriction applies
Restricted Product disputes should be escalated to support/admin review.
No public restricted-category refund rule should be published without legal review.
21. Refund process
Recommended refund process:
Refund request received
-> Support reviews order/payment/delivery state
-> Evidence collected where needed
-> Refund eligibility decided
-> Refund amount calculated
-> Admin/payment role approves where required
-> Refund processed through approved method
-> Payment and ledger records updated
-> Vendor/driver settlement impact applied
-> Customer notified
Refund requests should include:
Order ID
Customer ID
Payment reference
Reason
Evidence where applicable
Requested refund amount
Support/admin decision
Final refund amount
Refund status
22. Refund states
State
Meaning
requested
Refund request created
under_review
Support/admin reviewing
more_information_required
More evidence needed
approved
Refund approved
partially_approved
Partial refund approved
rejected
Refund rejected
processing
Refund being processed
completed
Refund completed
failed
Refund failed
cancelled
Refund request cancelled
23. Cancellation states
State
Meaning
cancellation_requested
Cancellation requested
cancellation_under_review
Review needed
cancelled_by_customer
Customer cancelled
cancelled_by_vendor
Vendor cancelled/rejected
cancelled_by_havey
Havey/system/admin cancelled
cancelled_payment_failed
Payment failed or expired
cancelled_unavailable
Product/vendor unavailable
cancelled_restricted_category
Restricted Product rule issue
cancellation_rejected
Cancellation request denied
24. Settlement impact
Refunds and cancellations may affect Vendor and Driver settlement.
Vendor settlement may be held or reduced where:
Vendor rejected order after payment
Vendor prepared wrong item
Vendor missed item
Product unavailable
Vendor caused cancellation
Restricted Product violation occurred
Customer dispute is valid
Refund is approved
Driver settlement may be held or reduced where:
Driver failed delivery without valid reason
Driver marked false delivery
Driver damaged order
Cash was not reconciled
Driver misconduct occurred
Delivery dispute is valid
Driver caused cancellation or failed delivery
Settlement impact should be recorded and auditable.
25. Fees and refund deductions
Depending on law, disclosure, and platform policy, refunds may consider:
Product amount
Delivery fee
Service fee
Payment processing cost
Promotion/discount value
Vendor preparation cost
Driver delivery effort
Cancellation timing
Cause of cancellation
Important rule:
Any non-refundable fees or deductions should be clearly disclosed and legally reviewed.
26. Abuse prevention
Havey may restrict accounts where refund or cancellation abuse is suspected.
Examples:
Repeated false claims
Repeated customer unreachable issues
Fake payment references
Reused transaction codes
Repeated late cancellations
Abusive support behavior
Fraudulent invite-payer behavior
False cash-on-delivery disputes
Possible actions:
Disable cash on delivery
Require upfront payment
Require manual review
Suspend account
Reject refund request
Escalate for investigation
Terminate account where serious
27. Customer communication
Havey should communicate refund and cancellation decisions clearly.
Customer messages should include:
Order ID
Decision
Reason summary
Refund amount if any
Expected processing time if known
Required next action if any
Support contact where appropriate
Avoid exposing internal blame or sensitive operational notes unnecessarily.
28. Vendor communication
Vendor should be informed where refund/cancellation affects:
Order state
Vendor settlement
Vendor reliability metrics
Product availability review
Restricted Product review
Suspension risk
Vendor communication should include:
Order ID
Issue type
Required action
Settlement impact where applicable
Support/admin contact if needed
29. Driver communication
Driver should be informed where refund/cancellation affects:
Delivery assignment
Cash reconciliation
Driver settlement
Driver performance metrics
Dispute review
Suspension risk
Driver communication should include:
Order ID
Issue type
Required action
Settlement/cash impact where applicable
Support/admin contact if needed
30. Evidence and records
Havey may use evidence to decide refunds and cancellations.
Evidence may include:
Payment records
M-Pesa transaction records
Driver delivery updates
Customer communication
Vendor response
Photos where available
Delivery confirmation
Support notes
GPS/location records where appropriate
Audit logs
Cash reconciliation records
Evidence must be handled according to privacy and data protection rules.
31. Time limits
Havey should define time limits for refund and dispute requests before launch.