Agriloom
Agriloom
Marketplace & aggregation

Refund Policy

Last updated: January 25, 2026

1. Overview

Agriloom is committed to ensuring fair transactions between farmers, vendors, and buyers on our platform. This Refund Policy outlines the conditions under which refunds may be issued and the process for requesting them.

2. Eligibility for Refunds

Refunds may be issued under the following circumstances:

Quality Issues

  • Produce significantly differs from the listed quality grade
  • Produce is damaged, spoiled, or unfit for intended use
  • Quantity delivered is less than what was paid for

Non-Delivery

  • Farmer or vendor fails to make produce available for collection
  • Collection point is inaccessible or incorrectly specified
  • Order cancelled by seller after payment

Technical Errors

  • Duplicate charges or payment processing errors
  • Incorrect amounts charged due to platform errors

3. Refund Request Process

To request a refund:

  1. Time Limit: Submit your request within 24 hours of the scheduled collection time.
  2. Documentation: Provide photos or evidence supporting your claim (especially for quality issues).
  3. Contact: Email support@agriloom.co.ke with your order ID, issue description, and supporting evidence.
  4. Review: Our team will review your request within 2-3 business days.
  5. Resolution: If approved, refunds will be processed within 5-7 business days.

4. Refund Methods

Refunds will be issued using the same payment method used for the original transaction:

  • M-Pesa: Refunded to the same phone number
  • Bank Transfer: Refunded to the same account
  • Card Payment: Refunded to the same card

Processing times may vary depending on your payment provider.

5. Non-Refundable Situations

Refunds will not be issued for:

  • Buyer's failure to collect produce within the agreed timeframe
  • Minor quality variations within acceptable industry standards
  • Change of mind after order confirmation
  • Disputes raised more than 24 hours after collection
  • Issues caused by buyer's own handling or storage after collection
  • Force majeure events (natural disasters, civil unrest, etc.)

6. Partial Refunds

In some cases, partial refunds may be offered when:

  • Only a portion of the order has quality issues
  • Quantity is partially short
  • A mutually agreed resolution is reached between parties

7. Dispute Resolution

If you disagree with a refund decision:

  1. You may request a review by emailing disputes@agriloom.co.ke
  2. Provide any additional evidence or documentation
  3. A senior team member will review the case within 5 business days
  4. The decision of the review is final

8. Seller Accountability

Farmers and vendors who repeatedly cause refund situations may face:

  • Warning notifications
  • Temporary listing restrictions
  • Permanent account suspension

This helps maintain quality standards across the platform.

9. Platform Fees

In cases of full refunds, platform fees may also be refunded depending on the circumstances. Technical error refunds always include full fee refunds.

10. Contact Us

For refund inquiries or to submit a request:

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