Bingo Connect

Refund Policy - Bingo Connect

Refund Policy for Bingo Connect

Refund Policy for Bingo Connect

Effective Date: 1st December 2025 Last Updated: 1st December 2025

1. Introduction

Welcome to Bingo Connect ("Bingo," "we," "our," or "us"), operated by Roamstead Limited. We run a multi-service platform providing online shopping, real-time delivery, and professional task services (TaskNow).

This policy explains when refunds are issued to customers and when credits are paid to vendors and riders. We aim to balance customer satisfaction with fair treatment of our service partners.

2. Refunds for Customers

A. Cancelled Orders

Customer cancels:

  • Before a rider is assigned — Full refund (100%) of the order value
  • After a rider is assigned — Refund minus the Cancellation Fee (see Section 4)

System or vendor cancels:

  • Vendor cancels (e.g., out of stock) or system cancels (e.g., safety flag) — Full refund (100%)
  • Rider cancels without just cause — Full refund
  • Rider cancels due to customer unavailability (after 10-minute wait) — Refund minus the Cancellation Fee

B. Damaged or Incorrect Items

Partial refunds (credits):

  • Missing or incorrect items — We refund the cost of the item or offer a discount on the total order
  • Damaged items — Partial refund based on severity, proportional to the item's value

Full refunds (credits):

  • Issued if the entire order is unusable or incorrect

C. Quality Issues (Food / Perishables)

If food quality is subpar (cold, stale, undercooked, etc.):

  • We may offer a voucher or partial credit for the affected item
  • Full refunds are issued if the order is completely inedible or unsafe

3. Payments & Processing

All refunds are processed to the original payment method:

  • M-PESA payments — Typically processed within 24–48 hours
  • Card payments — May take 5–10 business days depending on the bank

4. Cancellation Fee

When an order is cancelled after a rider has been assigned and is en route, a Cancellation Fee compensates the rider for their time and fuel.

  • Amount — KES 80 (for bike/courier) or as determined by the system
  • Application — Deducted from the customer's refund when the cancellation is the customer's responsibility
  • Exceptions — No Cancellation Fee is charged if the cancellation is due to:
    • Vendor cancelling (e.g., out of stock)
    • Rider cancelling without just cause
    • Order quality issues
    • Safety concerns

5. Credits for Vendors

Vendors receive credits in these scenarios:

  • Order Cancellation — Customer cancels before dispatch
  • Incorrect Order — Customer reports an incorrect order
  • Quality Disputes — Product returned due to quality issues (subject to investigation)
  • Commission Waivers — Order cancelled due to vendor error (e.g., wrong price); commission is waived

6. Earnings for Riders

Riders are entitled to earnings in these scenarios:

  • Completed Deliveries — Full payment per the delivery fee structure
  • Cancellation Fee — Customer cancels after the rider is en route
  • Partial Deliveries — Only part of an order is delivered (e.g., missing items); rider is paid for the completed portion
  • No-Fault Cancellations — Order cancelled due to vendor error or safety issues

7. Process

  • Report — Customers must report issues within 24 hours of order completion
  • Verification — Issues are verified using GPS data, chat logs, order details, and photographic evidence where available
  • Resolution — Once verified, refunds, credits, or payments are processed within the timelines above
  • Appeals — Customers can appeal decisions through the Help section of the app

8. Legal Compliance

This policy is governed by the Data Protection Act, 2019 (Kenya), which mandates fair treatment of consumers and service providers.

Roamstead Limited operates the Bingo Connect platform.