Effective date: 22 August 2025
Operator: Kwela Mall (operated by GeoNova Labs)
This policy explains when we issue Wallet credits, when we offer redelivery or replacements, and when a request is declined. It forms part of our Terms & Conditions.
Wallet-first refunds: Approved refunds are issued only to your Kwela Mall Wallet (store credit). Wallet credits are non-cash, non-transferable, and not withdrawable.
Best-judgment remedies: To reduce losses and keep prices fair, we choose the least-cost adequate remedy: redelivery/replacement → partial credit → full Wallet credit.
Evidence-based: We require clear information and, where applicable, photos, timestamps, packaging shots, and delivery proof.
Before merchant acceptance
You may cancel for a full Wallet credit.
After acceptance but before prep/pickup
Cancellation may be possible. A cancellation fee or delivery-fee charge may apply if costs were incurred; remainder as Wallet credit.
After prep starts or once dispatched
Non-cancellable. We’ll help under Issues (§3–§4) if something goes wrong.
If Kwela Mall cancels (coverage limits, safety, force majeure)
Full Wallet credit for undelivered items.
Missing item(s): Wallet credit for the item or redelivery.
Wrong item(s): Redelivery/replacement where practical; otherwise Wallet credit for the affected item(s).
Damaged/spoiled at delivery: Redelivery/replacement or Wallet credit for affected item(s).
Unauthorized substitution: Redelivery or Wallet credit.
Materially late due to us/merchant: Delivery-fee credit, partial Wallet credit, or redelivery (case-by-case).
Out of stock: If you decline alternatives, Wallet credit for the unavailable item(s).
We may require return of wrong items at handover or pickup of damaged items where feasible.
Prepared meals & perishables: within 2 hours.
Groceries (non-perishable), pharmacy, general retail: within 24 hours.
Parcel delivery: immediately and within 2 hours for misdelivery/damage.
Late requests may be declined unless required by law or strongly evidenced.
Perishables & hot/cold items: Risk transfers at handover. Claims for spoilage after successful delivery are generally declined unless the issue existed at delivery.
Pharmacy & personal-care: Once opened or seal broken, items are non-returnable/non-refundable, except for wrong or damaged at delivery.
Fragile/custom items: Case-by-case based on merchant policy and proof.
Parcels: We deliver to the address/recipient you provide. If delivered as instructed, refunds generally do not apply, unless there is clear service error.
Incorrect/incomplete address, unsafe or inaccessible location, or no one to receive after reasonable attempts.
Failure to show required ID for age-restricted items.
Leave-at-door or unattended deliveries at your request (risk passes at drop-off).
Change of mind after prep/dispatch.
Repeated unsubstantiated claims or misuse signals (§10).
If you pre-approve substitutions, comparable items may replace unavailable ones; price differences are adjusted to Wallet credit if lower, or charged if higher with your consent.
If you do not approve and an item is unavailable, we remove it and issue Wallet credit for that item.
Issued only as Wallet credit (store credit).
Reflected in your Wallet after approval; typical processing: same day to 3 business days depending on checks.
Validity: Wallet credits are valid for 12 months from issuance, unless required otherwise by law.
Usable against future Kwela Mall orders; no cash redemption.
(Where law strictly requires cash/card/mobile-money refunds—for example, payment system failure—we will comply with that law.)
If practical, we prefer redelivery/replacement over credits. Timing depends on merchant hours, stock, and rider capacity. If redelivery is declined by you when reasonable, we may limit the remedy to a partial Wallet credit.
To protect customers and keep prices sustainable, we may:
Verify claims with photos, packaging, GPS/OTP logs, and merchant prep records.
Limit goodwill credits per account/device/household over a rolling period.
Decline or reduce remedies where evidence is inconsistent or usage suggests abuse.
Reverse Wallet credits if later evidence confirms misuse.
Suspend accounts for fraud, policy evasion, or repeated charge disputes.
Provide:
Order ID,
Clear description of the issue,
Photos (if damaged/wrong items),
Your preferred remedy (redelivery or Wallet credit).
Support — GeoNova Labs (for Kwela Mall)
Address: 126 E off Kudu Road, Kabulonga, Lusaka, Zambia
Email: info@geonovalabs.com
Phone/WhatsApp: +260 774 144 321
We may update this policy to reflect service, legal, or operational changes. Updates take effect when posted. Continued use of Kwela Mall after updates constitutes acceptance.
