Effective Date: 01/04/2025

At Droply, customer satisfaction is our top priority. We strive to ensure all orders and services meet your expectations. However, if something doesn’t go as planned, we’re here to help.

This Refund Policy outlines the terms and conditions under which refunds may be granted for orders placed through the Droply platform.

1. General Refund Conditions

Refund eligibility may vary based on the type of service or product ordered. All refund requests are subject to review and approval by Droply. We reserve the right to deny refunds if fraudulent or abusive behavior is suspected.

2. Groceries, Food, and Medicines

• Eligible Refund Reasons:

  • Order not delivered.

  • Wrong items delivered.

  • Damaged, spoiled, or expired items.

  • Order canceled before dispatch.

• Non-Refundable Situations:

  • Customer not available at the delivery location.

  • Delay due to force majeure (e.g., weather, traffic).

  • Change of mind after delivery.

• Refund Process:

  • Refunds are processed within 5–7 business days to the original payment method.

3. E-commerce Products & Parcels

• Eligible Refund Reasons:

  • Item not received.

  • Defective or damaged product upon delivery.

  • Incorrect item received.

• Non-Refundable Situations:

  • Product damage after delivery.

  • Parcels with incorrect recipient information provided by the sender.

• Return Requirements:

  • Items must be returned in original condition with packaging (if applicable).

  • Return must be requested within 7 days of delivery.

4. Car Rentals

• Eligible Refund Reasons:

  • Booking canceled before rental start time (as per cancellation policy).

  • Vehicle not provided as per agreed specifications.

• Non-Refundable Situations:

  • Late cancellation or no-show.

  • Damage caused by the renter during the rental period.

  • Violation of rental agreement terms.

• Cancellation Fees:

  • Cancellations within 24 hours of rental start may incur a cancellation fee.

5. How to Request a Refund

To request a refund, contact our support team via:

• In-App Support Chat

• Email: info@dcgroupke.com

• Phone: +254770130710

Please provide your Order ID, reason for refund, and supporting photos or evidence (if applicable). Our team will review your request and provide a resolution within 48 hours.

6. Refund Methods

Approved refunds will be processed through the original payment method. Depending on your bank, it may take 5–10 business days for funds to appear in your account.

7. Dispute Resolution

If you are not satisfied with our refund decision, you may escalate the issue by contacting our escalation team at info@dcgroupke.com.