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Refund & Cancellation Policy

East African Bites
Last Updated: January 10, 2026

We want you to be completely satisfied with your order. If something goes wrong, we're here to help make it right.

Cancellation Policy

Customer Cancellations

2+ Hours Before

Full refund, no fee

Less Than 2 Hours

Full charge applies

No-Show

No refund

How to Cancel:

  • Call or text: (603) 338-1650
  • Provide your order number
  • You will receive SMS confirmation of cancellation

Business Cancellations

We may cancel your order due to:

  • Ingredient unavailability
  • Equipment failure or kitchen issues
  • Severe weather conditions
  • Unforeseen emergencies

If we cancel: You will receive immediate notification and a full refund.

Refund Policy

Full Refund Situations

  • ✅ Order not delivered or ready at promised time (more than 2 hours late)
  • ✅ Wrong items delivered
  • ✅ Food quality issue (spoiled, burnt, undercooked, contaminated)
  • ✅ Business cancels your order
  • ✅ Major order error on our part

Partial Refund Situations

  • ⚠️ Missing items from order (refund for missing items only)
  • ⚠️ Quality issue with some items but not all

No Refund Situations

  • ❌ Customer not available for delivery after 2 attempts
  • ❌ Customer cancels less than 2 hours before scheduled time
  • ❌ Customer changes mind after food is prepared
  • ❌ Minor cosmetic issues that don't affect food safety or quality
  • ❌ Taste preference (food is made fresh using traditional recipes, but taste is subjective)
  • ❌ Customer provides incorrect delivery address
  • ❌ Order abandoned (not picked up within 24 hours)

How to Request a Refund

  1. 1. Contact us within 24 hours of delivery/pickup via phone or text
  2. 2. Provide your order number
  3. 3. Describe the issue in detail
  4. 4. Provide photos if applicable (quality issues, wrong items, etc.)
  5. 5. We will review and respond within 24 hours

Refund Processing

  • Online payments: Refunds processed within 3-5 business days to original payment method
  • Pay on delivery orders: Refund issued as waived payment (no collection)
  • Partial refunds: Calculated based on value of affected items
  • Delivery fees: Non-refundable unless we cancel the order

Delivery Issues

Failed Delivery Attempts

  • We will attempt to contact you via phone/SMS
  • We will make up to 2 delivery attempts
  • After 2 failed attempts, the order may be cancelled with no refund
  • We are not responsible for orders left unattended at your request

Delivery Delays

Delivery times are estimates. We are not liable for delays caused by traffic, weather, or unforeseen circumstances. For significant delays (more than 2 hours), you may be eligible for a full refund.

Pickup Issues

Failed Pickup

  • If you do not arrive within 2 hours of scheduled time, we will attempt to contact you
  • Orders not picked up within 24 hours will be considered abandoned
  • No refund will be provided for abandoned pickup orders

Dispute Resolution

All refund decisions are at the sole discretion of East African Bites. We aim to be fair and reasonable in all disputes. If you are unsatisfied with our resolution, please contact us to discuss further. We value our customers and will work to find a reasonable solution.

Contact Us

Questions about refunds or cancellations?

East African Bites
Manchester, NH
Phone: (603) 338-1650
Email: kibetc168@gmail.com

Business Hours: Orders accepted until 9:00 PM EST daily

This policy was last updated on January 10, 2026.