Delivery & Refund Policy

Prepared as a starting draft. Have a qualified lawyer review before relying on it.

When you buy an Orderly licence, we contact you to arrange setup - usually the same working day. Your account is created, your menu is loaded and your login details are emailed to you. Most restaurants are live within 48 hours of purchase.

Hardware is delivered within Nairobi and its surrounding areas, usually within two to three working days. Delivery outside these areas is arranged case by case - contact us for a timeline and cost. Check your items on arrival and report any damage to us within 48 hours.

Where a restaurant uses Orderly riders, the delivery fee is paid by the customer and goes to the rider. Orderly does not take a share of delivery fees. Delivery times depend on distance, traffic and how busy the kitchen is. Riders currently cover Nairobi CBD, Kilimani, Westlands and Parklands.

If Orderly is not right for your restaurant, tell us within 14 days of purchase and we will refund your licence fee in full, less any eTIMS integration work already completed with KRA. After 14 days, licence fees for the current period are not refundable, but you are free to stop using the service and not renew - there is no termination fee.

Unopened hardware may be returned within 7 days for a full refund. Faulty hardware is replaced or repaired under the manufacturer warranty. Hardware that has been used and is not faulty cannot be returned.

eTIMS is free on every plan, so there is nothing to refund for it.

Contact us at [email protected] or +254 747 888 254 (WhatsApp; backup line 0797 049 888) with your order number. Approved refunds are paid back by the method you used, normally within 7 working days.