Payment Policy

Accepted payment methods

The store may accept M-Pesa and any other payment methods shown at checkout from time to time.

Payment processing is handled through third-party payment providers, which may impose their own limits, downtime, verification rules, or service conditions.

When an order is treated as paid

An order should only be treated as paid after the store receives actual payment confirmation from the relevant provider or back-office reconciliation process.

A payment prompt being sent, a request timing out, or a customer leaving the checkout page does not by itself prove successful payment.

Pending, failed, expired, or cancelled payments

• Pending means the store is still waiting for a final payment result.
• Failed means the provider or store did not confirm a successful payment.
• Expired or timed out means the payment window closed before confirmation was received.
• Cancelled means the customer or provider did not complete the request.

Charged but not confirmed

If your account was charged but this order is not marked paid, contact support with your payment reference.

The store should investigate using the order reference, payment reference, and provider records before confirming, refunding, or re-requesting payment.

Disputes, reversals, and fraud checks

The store may pause or reverse order fulfillment while investigating suspicious, duplicate, reversed, or disputed transactions.

Customers should keep payment messages and references until the order is confirmed, delivered, collected, or refunded where appropriate.

Policy coordination

This policy should be read together with the Terms & Conditions, Refund Policy, and Shipping Policy because payment status can affect dispatch, cancellation handling, and refund timing.

This page is a launch-ready placeholder and not formal legal advice. Your final policy wording should be reviewed for your products, delivery model, taxes, and Kenyan legal obligations. Policies may vary depending on product type, delivery status, payment status, and applicable law.