Return and Refund Policy

KAHSO processes returns and refunds under the following conditions, as outlined in our Return and Refund Policy:

Our comprehensive Return and Refund Policy is designed to ensure customer satisfaction.

  1. Return Eligibility

Returns are accepted when:

  • Wrong item was delivered
  • Item was damaged before delivery
  • Goods delivered do not match the order description

Items must be reported within 24 hours of delivery.

  1. Non-Returnable Items

We do not accept returns for:

  • Perishable goods
  • Items damaged after delivery
  • Customer-packed goods damaged due to poor packaging
  • Goods accepted upon delivery sign-off3. Refund Criteria

Refunds may be approved if:

Understanding our Return and Refund Policy helps clarify your rights as a customer.

  • The item is unavailable after payment
  • Delivery was not completed due to KAHSO error
  • Wrong goods were delivered and returned

Refunds are issued through:

  • M-Pesa
  • Bank transfer
  • Online payment reversal

Refund processing time: 3–7 business days.

Always refer to our Return and Refund Policy before making a purchase.

  1. Delivery Fees

Delivery fees are non-refundable unless KAHSO is at fault, as explained in our Return and Refund Policy.

KAHSO offers same-day and next-day deliveries within Nairobi.

Service Areas

We operate within:

  • Nairobi CBD
  • Westlands
  • Upper Hill
  • Parklands
  • Kilimani
  • Kasarani
  • Ruaka
  • And surrounding zones

Delivery Timeframes

  • Same-day delivery: For orders placed before cutoff
  • Scheduled delivery: For businesses requiring fixed timelines
  • Express delivery: Within 15 Mins (distance-based)Tracking

Customers can track:

  • Rider location (live map)
  • Pickup status
  • In transit status
  • Delivery confirmation

Failed Delivery Attempts

If the receiver is unavailable:

  • A second attempt may be made
  • Additional charges may apply

COOKIE POLICY

Cookie Policy

KAHSO uses cookies to improve your browsing experience.

Cookies help us:

  • Save login preferences
  • Analyze website performance
  • Personalize user experience

You may block cookies in your browser, but some website functions may not work.

SERVICE LEVEL AGREEMENT (SLA)

KAHSO Logistics – Service Level Agreement

  1. Service Objective

To provide reliable, timely, and secure delivery services for business clients.

  1. Performance Standards
  • On-time delivery rate: 95%
  • Proof of Delivery (POD): digital confirmation
  • Order accuracy: 98%
  • Customer support response: within 5–20 minutes during business hours
  1. Liability

KAHSO is responsible for goods only while in our custody.

We are not liable for damages due to:

  • Poor packaging by sender
  • Force majeure
  • Regulatory delays

Optional insurance is available for high-value goods.4. Client Responsibilities

Clients must:

  • Provide accurate order details
  • Ensure goods are ready for pickup
  • Comply with packaging standards
  • Avoid prohibited items
  1. Communication

All communication will be through:

  • Email
  • Phone
  • WhatsApp business
  • KAHSO platform notifications
  1. Termination

Either party may terminate the SLA with a 14-day written notice.