MetroBites Refund and Cancellation Guidelines We strive to ensure every meal and grocery delivery is perfect. However, if something goes wrong, our refund policy is designed to protect you.
1. Order Cancellations Customers may cancel an order directly through the app without penalty only if the Seller has not yet accepted and started preparing the order. Once food preparation has begun, cancellations are no longer eligible for a full refund.
2. Eligible Refund Conditions You are entitled to a refund or platform credit if:
The wrong items were delivered.
Items were missing from your order.
The order arrived severely damaged or spilled.
The order was never delivered.
3. Refund Process and Timelines To request a refund, please contact MetroBites Support within 24 hours of receiving your order, accompanied by photo evidence where applicable. Once approved, refunds are processed back to the original payment method (e.g., Card or M-Pesa) within 3 to 5 business days, depending on your bank or mobile money provider's processing times.
