Last updated: 19 Oct 2025
This Refund Policy explains when and how refunds/returns are handled on Pahva, operated by [Company legal name] (“we”, “us”). Because Pahva is a multi-vendor platform, we coordinate refunds with the selling vendor and the delivery partner.
Use Help → Order → Report an issue in the app (preferred) or contact [email] / [hotline].
Include the order number, short description, and clear photos/videos where relevant.
Raise your request within the time windows listed below; late requests may be declined.
A) Food & Fresh Groceries
Eligible when: items are not delivered, missing, wrong, damaged, spoiled on arrival, or unsafe packaging/temperature.
Not eligible for “change of mind”.
Report within 2 hours of delivery (or expected delivery if never received). Keep items/packaging for inspection where safe.
B) Pharmacy / Prescription Items
For legal/safety reasons, no returns for prescription medicines unless there is a dispensing error, damage in transit, expired stock, or an official recall.
Report within 24 hours of delivery. Items must be unopened/unused (where the seal exists) and batch/expiry must be visible. We may arrange collection or advise safe disposal per pharmacist guidance.
C) General Merchandise (Non-perishable E-commerce)
Return/Refund eligible for 7 days from delivery if unused, in original packaging, with all tags/accessories.
Exclusions (non-returnable): personal care & hygiene items, underwear/swimwear, perishables, custom-made goods, digital/recharge/top-ups, and any item specifically marked “non-returnable”.
Electronics/Appliances: “Dead on arrival” or major defect reported within 7 days qualifies for refund/replacement. Thereafter, manufacturer warranty applies.
D) Parcel / Courier
Eligible when pickup was not attempted within the SLA, or parcel is lost/damaged while in our network.
Not eligible if packaging was inadequate, contents were prohibited, address/phone provided was incorrect, or recipient was unavailable.
Claims must be raised within 48 hours of the scheduled delivery time.
Before vendor accepts: full refund of items and delivery fee.
After vendor accepts but before prep starts: refund of items; delivery fee may be refunded in full/part depending on rider assignment.
Prep started / rider dispatched / at doorstep: items are usually non-refundable; delivery fee is non-refundable.
If we cancel due to vendor stock-out, address issues not caused by you, or courier unavailability, you receive a full refund of affected items and delivery fee.
Where quality is unsatisfactory (e.g., temperature abuse, damaged packaging), we may refund or replace after review.
For excessive lateness (generally 60+ minutes beyond ETA without force-majeure), we may issue a partial credit as goodwill.
Wherever possible we refund to the original payment method; otherwise to your Pahva Wallet (instant once approved).
Card/Mobile-Money/Bank refunds typically reflect in 1–7 business days (bank timelines apply).
Cash on Delivery refunds are credited to Pahva Wallet or your nominated mobile-money/bank.
For items that must be returned, we’ll arrange collection or direct you to drop off at a specified point. Items must be packed securely with all accessories and invoices.
If pickup/drop-off fails due to customer unavailability, the request may be closed.
We may decline or limit refunds where we detect abuse, fraud, or repeated claims inconsistent with order history. Accounts used for fraud may be blocked.
Pahva acts as platform and limited collection agent. Final resolution is made in line with this policy, applicable law, and vendor obligations. Nothing here limits any non-waivable rights you have under Tanzanian law.
Questions? Contact [email] or [hotline].
