The short version
Money first. This table is the whole page on one screen. Everything below it is the detail, and the detail is where the exceptions live.
| What happened | What happens to your money |
|---|---|
| You cancel before paying anything | There is nothing to refund. The stock goes back on sale immediately. |
| Your payment never completed — you ignored the prompt on your phone | No new order is created and, if you never approve the prompt, nothing is taken. But the prompt on your phone is the mobile-money provider's, not ours — if you approve it late, the money moves and we apply it to the order. If that is not what you wanted, tell us the same day and treat it as a cancellation. |
| You cancel a paid order before collection or delivery | You get the price back from the shop. We give back our service fee. The mobile-money tariff may not come back — see how the money comes back. |
| The supplier cancels, or cannot supply | Everything comes back, including our service fee. |
| Delivery or collection does not happen within thirty days of the agreed date — or, if no date was ever given, within thirty days of the day you ordered | You can cancel and get everything back (Consumer Protection Act, Cap. 501, s.21). |
| What arrived is faulty, not what the listing said, or will not do the job | Your money back, from the shop. Quality, description and fitness are implied conditions of the sale (Sale of Goods Act, Cap. 31, ss.14–16), so you may reject the goods and recover the price. A repair or a replacement is something you may accept instead if you want it — the choice is yours, not the shop's. A "no returns" rule does not apply to any of this. |
| You simply changed your mind | For an order placed in the app, Kenya gives you no general right to a refund for that. Many shops allow it anyway; the listing and the shop's own terms say. But if the deal was done face to face away from the shop's premises, it is a direct agreement and you can cancel it without any reason at any time — see right 5. |
| You stop an instalment plan part-way | You get back what you paid, less anything the shop told you it would keep before you started — and nothing at all may be kept where you are cancelling under one of the rights the law gives you. |
| A reservation or booking lapses unpaid | The hold ends and the item goes back on sale, and a booking fee follows what the shop said when you booked. One exception, and it is absolute: once you have paid two-thirds or more of the price, no term letting the shop take the item back or resell it can be enforced without leave of the High Court (Cap. 501, s.20). |
| A counter sale, or a purchase you recorded yourself | If you paid cash, or paid the shop's own till number, Gloodoh never held that money and the refund comes from the shop. If staff sent a payment prompt to your phone, the money went through Gloodoh like any other order and everything on this page applies — see counter sales. |
Kenya does not give you a general right to change your mind about something you bought online. There is no fourteen-day cooling-off period here, whatever you may have read about other countries. The cancellation rights you do have are real, some of them last a year, and one of them — for a deal done face to face away from the shop — has no time limit at all. They are set out in the rights the law gives you.
Who owes you the money
When you buy on Gloodoh, the sale is between you and the shop. Gloodoh is the place the two of you meet. We are not the seller.
That is not a small point, because it decides who owes you what. The shop owes you the price of the goods. We owe you our own service fee back, and we owe you a fast, fair process for getting an answer out of the shop when it goes quiet.
We are not hiding behind it either. Kenyan law says a "supplier" includes anyone who holds himself out as a supplier, or as the supplier's agent (Consumer Protection Act, Cap. 501, s.2). If we ever present ourselves as the seller — on a listing, on a receipt, in a message — we take a seller's responsibilities along with it. And where someone has misled you, everyone who took part is liable together with the person you actually bought from (s.16(10)). "We are only a platform" is a description of what we do. It is not a shield.
Your business name is on the listing and on every order. If a buyer asks in writing who sold them something, we tell them, as fast as we can and never later than thirty days — because under the Competition Act (Cap. 504, s.65) a supplier who is asked and still has not answered when thirty days are up is taken, for that claim, to have manufactured the goods itself. Keep your business name and contact details current.
Cancelling an order
You can cancel an order yourself, in the app, right up until the shop has it packed and waiting for you. After that the button stops — but the cancellation rights the law gives you do not, and several of them are designed to be used long after the goods have arrived. They are set out in the cancellation rights Kenyan law actually gives you.
Before anyone has picked or packed
While the order still reads Pending or Processing, cancelling costs nothing and takes effect at once. The reserved stock goes straight back on sale. Any payment still in flight is cancelled with it, so no new money is taken.
After the shop has set your goods aside
Once the order reads Confirmed, someone has done work for you — picked the item off a shelf, held it back from another buyer, started a made-to-order job. You can still cancel it yourself. But the shop may have real costs, and it may keep part of what you paid to cover them.
A shop may only keep part of your money if the deduction was shown to you before you ordered, reflects what it genuinely lost, and is not a punishment. A charge invented after you cancel is not a charge you owe, and a charge you were never told about before it bit contravenes the Competition Act (Cap. 504, s.56), which Part VI makes an offence (s.70). And if you are cancelling under one of the rights the law gives you rather than by choice, no deduction is permitted at all. Section 80 lets an agreement say otherwise only "in accordance with the prescribed requirements", and no requirements have ever been prescribed under this Act — so there is nothing for a shop to hold back against, and the refund is the whole of what you paid.
Once it is packed and waiting — Ready and after
From the moment the order reads Ready, the button in the app stops short and cancelling becomes something the shop does, not something you do alone. Ask the shop — through the order, or by any of the routes in how to ask — and the shop cancels it from its side. Your legal right to cancel is not what the button does: if one of the rights in the rights the law gives you applies, it applies whether or not the app offers you a button, and if the shop will not act on it, bring it to us.
After delivery or collection
Once the goods are with you, the question is usually no longer cancellation but whether the goods are right — go to faulty, wrong or not fit for the job. A switched-off button does not end a statutory cancellation right, and nothing we build could. If you were not given the required information and a real chance to accept, decline or fix an error before you ordered, or you were never sent a copy of your agreement, or the goods never came within thirty days, you can still cancel after delivery. You exercise those rights by telling us or the shop, in any way you like (Cap. 501, s.76), not by finding a button.
A shop can also still cancel an order at this stage from its own console. If it does that after you have paid and taken the goods, that is not a cancellation you have agreed to: tell us, because the money must come back before the order does.
When the shop cancels
A shop can cancel too. When it does, everything you paid comes back, including our service fee. Both of you get a notification with the reason, and the cancellation is written into the order's own history, where either of you can read it later.
Cancel honestly and early. Cancelling because you found a better price, or holding a buyer's goods to make them renegotiate, is an unfair practice under Cap. 501 — s.14 names using custody of a consumer's goods as leverage, and s.12(2)(h) names saying goods are available when you know they are not. Note also that the console lets you cancel an order after it has been delivered or received: doing that on a paid order does not unwind the sale, it just changes a label, and the refund is still owed. Put your cancellation and restocking rules in your shop terms where a buyer sees them before ordering, not after.
Reservations, bookings and pre-orders
A reservation holds something for you — stock on a shelf, a seat at a time, an item not yet released. Because nothing has been delivered, these are what Kenyan law calls future performance agreements, and Cap. 501 ss.18 to 21 govern them.
How long a hold lasts
A hold should always have an end time, and you should be shown it when you make the reservation — if you were not shown one, say so, because a hold with no stated end is one you can walk away from. When a hold lapses, our system releases the item or the slot back into stock, usually within a few minutes of the end time, and the shop is then free to sell it to someone else. Some shops instead hold an item until you have paid in full; ask for the date that hold stops, in writing, before you pay anything towards it.
Booking fees
Some reservations carry a booking fee. Whether it comes back depends on what the shop told you at the time, so read those terms before you pay the fee and keep your own copy — a screenshot is enough. We store the shop's terms with your reservation, but we do not yet show them back to you in the app, so your copy is the one that will settle an argument. If you ask us for them with the reservation reference, we will send you what was recorded.
- If you cancel or let the hold lapse, the fee follows the shop's stated terms.
- If the shop cancels the slot, withdraws the item, or cannot honour the booking, the fee comes back in full.
- If you were never shown any terms, or the shop cannot produce the terms it says applied, there is nothing for it to rely on and the fee comes back.
Pre-orders
A pre-order is a promise about a date. If the shop gave a release or delivery date and misses it by thirty days, you can cancel and get everything back. If no date was given at all, the thirty days run from the day you ordered (Cap. 501, s.21).
A payment prompt you do not approve takes nothing. But a prompt you approve is honoured whenever you approve it — there is no window after which it stops working, so approving one you had forgotten about will take the money and apply it to that order. If a prompt appears that you did not expect, dismiss it and check your order list before trying again; if you approved one by mistake, tell us the same day.
Write the reservation terms plainly and set them before you take the booking — they are captured with the reservation, and they are what you will be held to, but the buyer cannot read them back in the app today, so show them at the point of booking and assume you will have to produce them. Give every reservation a real end date: we release a hold from that date and from nothing else, so a reservation you leave open-ended will sit on your stock indefinitely and is cancellable by the buyer after thirty days under s.21(2) anyway. And a reservation with no written copy delivered to the buyer is cancellable for a year under s.19.
The cancellation rights Kenyan law actually gives you
This is the part most refund pages get wrong, so here it is straight.
Kenya has no general no-fault cooling-off period for an online purchase. You cannot cancel an app order simply because you changed your mind, unless the shop chooses to allow it. But Kenyan law gives you five specific cancellation rights that no contract can take away, and they are stronger than a cooling-off period, because some of them last a year and one of them has no limit at all.
1. You were not told what you needed to know before ordering — seven days
Before you commit, a shop must tell you what you are buying and must give you a real chance to accept or decline, and to fix a mistake, immediately before the order goes through. If that did not happen, you can cancel at any time from the moment you ordered until seven days after you receive your copy of the agreement (Cap. 501, s.33(1)).
2. You were never given a copy of the agreement — thirty days, and up to a year
You are entitled to a written copy of what you agreed to — the order confirmation you can keep, re-read and print. If you never got one, you can cancel within thirty days of ordering (s.33(2)). An order placed on Gloodoh is also a remote agreement, because you and the shop were not in the same room, and for that the window for a missing copy is one year (s.38(2)).
3. A reservation, pre-order or instalment plan with no proper written copy — one year
Anything where delivery or full payment happens later must be in writing and delivered to you. If you never received a copy that meets that requirement, you can cancel for a year after you entered into it (s.19).
4. Delivery never happened — thirty days
If the goods do not arrive, or the service does not start, within thirty days of the date agreed, you can cancel (s.21(1)). If no date was ever given, the thirty days run from the day you ordered (s.21(2)). Two things end that right: agreeing to take delivery after the thirty days have already passed (s.21(3)), and a delivery that was actually attempted but refused, or attempted when nobody was there after reasonable notice (s.21(4)).
5. The deal was done in person, away from the shop — no time limit at all
If a sale was negotiated or concluded face to face somewhere that is not the shop's own premises, and not a market, auction, trade fair, agricultural fair or exhibition — at your home, at your workplace, at the roadside, from the back of a van — the Act calls it a direct agreement, and you may cancel it without any reason, at any time from the date you entered into it (Cap. 501, s.35(1)). The Kenyan text sets no outer limit on that, and if you were never given a proper copy, s.35(2) adds a year on top. This does not cover an order you place in the app, because that is an internet and a remote agreement rather than a direct one. It does cover a doorstep or delivery-van sale a Gloodoh shop makes to you off the platform.
When you cancel under any of these, the shop must refund everything you paid under that agreement and anything connected to it (s.80). Cancellation also unwinds the related agreements — guarantees, security, anything riding on the sale — as if they had never existed (s.79). And if you were charged something the Act does not allow, you can demand it back for a year after you paid it (s.82).
If the shop sends something different
Goods you never asked for are not your problem. You have no obligation for unsolicited goods or services, nobody may demand payment for them, and your silence or your inaction is not agreement (Cap. 501, s.9). Where something you buy regularly is changed materially without your consent, it counts as unsolicited from the change onwards, and it is the shop that has to prove you agreed.
Gloodoh supports prices in Kenyan, Ugandan, Tanzanian, Rwandan and Burundian currency and in US dollars, and these documents are governed by Kenyan law. Mobile-money payment through Gloodoh currently works in Kenyan shillings only — everywhere else you pay the shop directly, so everything on this page about how a refund travels is between you and the shop. Where the law of the country you live in gives you a right that cannot be signed away, that right is unaffected by anything on this page.
Three of those windows open only because you left something out. Send the buyer a complete confirmation they can keep. And note what the app does not yet do for you: there is no delivery-date field on an order, so unless you write a date into the order note or a message, the thirty days in window four run from the day the buyer ordered — not from any date you had in mind. Put the date in writing on the order, and if it moves, get the new date agreed there too.
Instalment plans, and stopping one
A Gloodoh instalment plan is a lay-away. You pay towards the price a bit at a time, and you collect the goods once the price is paid in full. It is not credit, and that difference is the whole point.
Four things are true of every plan on Gloodoh, and they stay true:
- No credit is advanced to you. Nobody lends you anything and nobody pays the shop on your behalf.
- No interest and no finance charge is payable. Spreading the payments costs you nothing extra. There is no late fee for paying slowly.
- The goods stay the shop's property until the price is paid in full. A shop that hands the goods over before then has turned the arrangement into something else, and the balance still is not a debt — see below.
- The unpaid balance is not a debt you can be chased for. If you stop, you stop. Nobody can sue you for the rest of the price, and nobody can sell that balance to a debt collector. A shop may remind you what is outstanding and offer you a way to pay it — that is a reminder, not a demand, and ignoring it costs you nothing but the goods.
That is also why no lender's licence is involved. Under the Hire Purchase Act (Cap. 507, s.2(1)) an arrangement only becomes hire purchase if the goods are handed over first, and they are not. Under the Central Bank of Kenya Act (Cap. 491, s.2) credit business means granting a loan or a credit facility, and nothing here does.
If you stop part-way
You may stop at any time. What you have already paid comes back to you, less anything the shop told you it would keep before you started — a booking fee, or the cost of an item made specially for you. That deduction has to have been visible to you up front, has to reflect a real loss, and cannot be a penalty for stopping. If nothing was said in advance, nothing may be kept. And if you are ending the plan under one of the statutory cancellation rights — no written copy of the plan delivered to you, for instance, which gives you a whole year under s.19 — then nothing may be kept at all, disclosed or not, because s.80 allows a contrary term only in accordance with requirements that have never been prescribed under this Act.
This one matters. When you have paid two-thirds or more of the total under a plan, no term in that agreement letting the shop take the goods back or resell them if you fall behind can be enforced — not without leave of the High Court (Consumer Protection Act, Cap. 501, s.20). If a shop cancels a two-thirds-paid plan and puts the item back on sale, that has not ended your rights: tell us with the order reference and we will require the shop either to honour the plan or to refund you in full, and we will stop it trading on Gloodoh if it does neither.
If the shop ends the plan
If the shop cancels, cannot supply, or the goods are gone, every shilling you have paid comes back. No deduction.
Never release goods to a buyer before the plan is paid in full, never charge interest, a deferral fee or a late-payment penalty, and never treat the outstanding balance as a debt you can collect. The app will not stop you doing any of those — nothing in it checks a balance before you mark an order ready, and the bulk-payment tool will happily total everything one customer owes you. Use it to offer, not to demand. Do any of those things and the arrangement stops being a lay-away: it becomes hire purchase or regulated credit, which needs a licence you do not have and which we do not have either. This is not a house rule. It is the line between lawful and unlawful.
Faulty, wrong, or not fit for the job
If what you received is broken, is not what the listing said, or will not do the job you told the shop you needed it for, you are not asking a favour. You are exercising a right, and it is a right the shop cannot write out of its terms.
What the shop promised, whether or not it said so
- Goods supplied to a consumer are warranted to be of reasonably merchantable quality (Cap. 501, s.5(1)).
- Goods must match their description — and a listing is a description, so the photographs, the model, the size and the words are part of the deal (Sale of Goods Act, Cap. 31, s.15).
- Where you made the purpose known and relied on the shop's judgement, the goods must be reasonably fit for that purpose; and goods bought by description from a shop that deals in them must be of merchantable quality (Cap. 31, s.16).
- The shop must have the right to sell what it sold you, and the goods must be free of anyone else's claim (Cap. 31, s.14).
Those four are conditions, not mere promises, and that word does the work. Breach of a condition lets you reject the goods and have the price back. If you would rather have a repair or a replacement you can ask, and most shops will agree — but a shop cannot answer a rejection by insisting on a repair, and it cannot make you keep goods that never matched what you were sold.
Any term that tries to cut down or remove those implied conditions in a consumer sale is void (Cap. 501, s.5(3)), and striking it out does not weaken the rest of the agreement (s.5(4)). "No refunds", "as is", "goods once sold are not returnable" — against a consumer, in Kenya, those words have no effect at all. Claiming otherwise is itself an offence under the Competition Act (Cap. 504, s.55(b)(v)), which makes it a crime to misrepresent the existence or the effect of a right or a remedy.
The "cannot be returned" marker on a listing
A shop can mark an item as not returnable — perishables and made-to-measure goods are the usual reasons. That marker governs change-of-mind returns only. It has no effect whatsoever on faulty, mis-described or unfit goods. Nothing a shop ticks in our app can take away a statutory right.
If you were misled
Where a shop made a false, misleading or deceptive representation — about quality, about a price advantage, about availability, about what rights you have — you may rescind the agreement and claim damages as well (Cap. 501, ss.12, 13 and 16). If rescission is no longer possible, you can recover the difference between what you paid and what the goods are actually worth to you (s.16(2)). Your evidence of what you were told out loud is admissible even against a written agreement that says otherwise (s.16(8)).
What to do
- Tell the shop through the order, so the complaint is timestamped and both of you can see it.
- Keep the goods safe and take reasonable care of them. If the sale is cancelled, you must let the shop collect them or send them back (Cap. 501, s.80).
- Take photographs before anything is returned.
- If the shop refuses or goes quiet, bring it to us — see who decides.
You cannot contract out of quality, description or fitness when you sell to a consumer, and posting a "no returns" notice does not change that — it exposes you under Cap. 504 s.55 on top of the refund you were going to owe anyway. Between businesses it is different: implied terms in a business-to-business sale can be varied by agreement (Cap. 31, s.55). Know which of the two you are in before you answer a buyer.
How the money actually comes back
A refund goes back the way it came: to the mobile-money number that paid, in the currency you paid, without conversion.
How it got there in the first place
There are two collection routes, and which one your order took decides how a refund moves.
- Most orders are collected by SasaPay — the payments service operated by Viewtech Limited, authorised by the Central Bank of Kenya since 15 September 2021. SasaPay collects into Gloodoh's collection account, then sends the shop's share to the shop's own payout number, and we retain our service fee. On this route you are charged the order total plus our service fee plus the mobile-money tariff, and that breakdown is shown to you before you approve anything.
- Some shops have not yet set up a payout number. Their payments are collected by Safaricom into a single Gloodoh paybill, you are charged the order total and nothing more, and no automatic transfer to the shop happens at all — we settle with that shop by hand, afterwards.
Gloodoh is not a bank and is not authorised as a payment service provider. We initiate the payment instruction, our collection account receives it, and we reconcile and pass on the shop's share. We spell that out because it is what decides how fast a refund can move.
Before and after the shop has been paid out
- While the money is still with us — always on the paybill route, and on the SasaPay route until the shop's share has been sent, usually within minutes — the whole amount is ours to send back, and we send it. You do not have to chase the shop for it. It is still a transfer a person arranges, not an automatic reversal, so expect it the same or the next working day rather than instantly.
- After the shop has been paid out, the price is in the shop's own mobile-money account. The shop refunds the price; we refund our service fee. We chase the shop, but we cannot reach into its account, and neither can SasaPay. Only the shop, or a court, can.
If you are not sure which route your order took, ask us with the order reference and we will tell you — it is on the order's payment record.
Gloodoh has no one-tap reversal. A refund is a person sending money back over the same mobile-money rails, recorded against your order by us once we have the transfer reference, so that it shows in your payment history. Expect it to be arranged rather than instant. Once a refund is agreed, we ask the shop to send it within five working days; the transfer itself usually lands in minutes, but a mobile-money transfer can take up to a day to appear.
The mobile-money tariff, plainly
Every mobile-money transfer costs a tariff. That tariff is charged by the mobile-money provider, not by us. Where it was added to your total — which is the SasaPay route — it was shown to you before you paid. When money is sent back, that first tariff has already been spent, and the return transfer costs another one. So a refund can come back a little short of what left your phone.
We would rather say that here than bury it. Where the cancellation is our fault or the shop's, we do not keep our service fee and we make up the tariff as well, so that you are not out of pocket for someone else's failure. Where you changed your mind and the shop refunded you as a courtesy, the tariff is generally not recoverable.
Cash and counter payments
Money paid in cash across a counter is refunded in cash by that shop. Gloodoh never held it and cannot send it back.
When you send a refund, send us the transfer reference against the order reference — reply on the order thread or email support@gloodoh.com — and we record it on the order for you. There is no refund button in the app yet, so an unreported refund looks identical to a refund never sent, and that is how disputes get decided against shops that actually paid.
How to ask
Tell us, or tell the shop, in any way that makes clear you want to cancel. That is the law, not our preference.
Kenyan law says a cancellation notice may be expressed in any way that indicates your intention, may be oral or in writing, and may be given by any means (Consumer Protection Act, Cap. 501, s.76). We cannot require you to use a particular form, and we do not. Written notice counts from the moment you send it, not from the moment anybody reads it.
The button in the app is offered because it is the fastest route and it timestamps itself. It is not the only route, and on an order too far along for the button it is not even the main one:
- In the app — open the order and choose to cancel. This is instant while the order is still open to you.
- Message the shop in the app, so the conversation sits with the order.
- Email support@gloodoh.com — this works even if you have uninstalled the app.
- Email legal@gloodoh.com for a formal notice you want on record.
You do not have to write it well. It helps us if you include the order reference (it looks like GLDO-A00529), the phone number that paid, what happened, and a photograph if something arrived wrong — but a message that just says you want to cancel is a valid cancellation.
Nothing here makes complaining to Gloodoh a condition of anything. You can go straight to the shop, straight to the Competition Authority of Kenya, or straight to court. We ask for the chance to fix it because we are usually faster, not because you owe us the first attempt.
Who decides, and what we do if a shop refuses
The shop decides first, because they are the seller and they have the goods. Give them a day or two to answer.
If they refuse, or they go silent, bring it to us at support@gloodoh.com with the order reference.
What we actually do
- We read the order record — the payments, the order's own event log, and the messages on that order. A named person reads them and every such read is logged. Note that deleting a message in the app hides it; it does not remove it from the order record.
- We ask the shop for its side, and we put your version to it.
- We give you a decision in writing, with the reason.
We aim to acknowledge within three working days and to decide within fourteen days of having what we need from both of you. Those are targets a person keeps, not something a system enforces — so if we miss them, say so, and we will tell you where your case actually is rather than let it go quiet.
What we can do
- Refund our own service fee in full, on our own decision, without asking the shop.
- Refund the price directly where the money is still in our collection account and has not yet reached the shop.
- Put your case to the shop in writing and hold it to an answer, and treat silence as a refusal when we decide.
- Stop a shop trading on Gloodoh — take its catalogue down and close its account to new orders — where it will not honour a refund we have decided it owes.
- Tell you, in writing, exactly who the seller is, with the name and contact details it registered with us.
What we cannot do
We cannot take money out of a shop's mobile-money account once it has been settled there. No platform can. If a shop simply refuses to refund money it already holds, our power is to stop it trading on Gloodoh and to help you prove your case — the money itself comes back through the shop or through a court.
Where else you can go
- The Competition Authority of Kenya can investigate a consumer complaint on its own initiative or on your information, and can order remedial action (Competition Act, Cap. 504, ss.9 and 70A).
- The Small Claims Court hears claims on contracts for the sale and supply of goods and services up to one million shillings, which covers almost every dispute on Gloodoh (Small Claims Court Act, No. 2 of 2016, s.12).
- The High Court, for anything larger or where the Consumer Protection Act gives you a right of action. If you win, the court is required to order you the full payment you are entitled to under the Act unless that would be inequitable, and it may add exemplary or punitive damages on top (Cap. 501, s.84(2)–(3)). And if you slipped up on a notice step along the way, the court may disregard that requirement altogether where the interest of justice calls for it (s.85).
Nothing in our terms stops you. There is no clause forcing you into arbitration before you can sue — such a clause is invalid in Kenya anyway insofar as it blocks a consumer from going to the High Court (Cap. 501, s.88) — and there is no clause stopping you from starting or joining a class proceeding, which would be void (s.4). After a dispute has arisen, we are glad to mediate if you want to; that is your choice to make then, not a choice made for you in advance.
Answer a refund request within two working days, even if the answer is no, and say why. We take silence as a refusal when we decide. Repeatedly refusing refunds you plainly owe will cost you your place on Gloodoh: we take the catalogue down and close the account to new orders. It exposes you personally too — a breach of the consumer provisions of the Competition Act carries up to five years' imprisonment, or a fine of up to ten million shillings, or both (Cap. 504, s.70), and the Authority can impose a financial penalty of up to ten per cent of your gross annual turnover in Kenya for the immediately preceding year (s.70A).
Counter sales and purchases recorded by hand
Not every sale in Gloodoh was made through Gloodoh, and the difference decides who can refund you.
Walk-in and counter sales
A shop can record a sale it made across its own counter, so that its stock and its books stay right. How you paid decides who can refund you, and the two cases are different. If you paid cash, or paid the shop's own till number, Gloodoh never held that money and cannot send it back — it is between you and the shop. But a shop can also take a counter payment through Gloodoh: staff enter your number and a payment prompt arrives on your phone. That money went through us like any other, it shows on the order with a Gloodoh payment reference, and everything on this page about refunds applies to it in full. Your rights under the Consumer Protection Act apply either way; only the route the money takes back changes.
Purchases you record yourself
In the consumer app you can log something you bought from a shop that is not on Gloodoh at all, so your spending records are complete. That is a private note to yourself. There is no supplier on the other side of it, no payment was taken, and there is nothing for anyone to refund. You can delete a manual purchase you created whenever you like.
Look for a Gloodoh payment reference on the order. If a payment was collected through Gloodoh, it appears in the order's payment history with a reference. If there is no payment recorded against the order, we did not handle the money, and a refund has to come from the shop directly.
What this page does not cover
- Gloodoh's own subscription plans. If you cancel a Gloodoh subscription it stays active until the end of the period you have already paid for and then stops, and we do not refund part-periods. That is our commercial term, not a limit on the law. Where you are a consumer, a Gloodoh subscription is itself a consumer agreement with us as the supplier, so every cancellation right in the rights the law gives you applies to it against us — including the one-year right where no proper copy of the agreement was delivered — and on a cancellation of that kind we refund everything you paid, part-period included. If we change a subscription materially without your consent, it counts as unsolicited from the change onwards, the burden of proving you agreed is ours, and you can demand your money back for a year afterwards (Cap. 501, s.9). Where you bought the subscription through the Apple App Store or Google Play rather than directly from us, those stores handle the billing and the refund: ask Apple or Google, and their refund rules apply instead of ours. All of that is separate from anything you buy from a shop.
- Business-to-business restock orders. A business buying stock to resell is not a consumer under the Competition Act (Cap. 504, s.2), and implied terms in a sale between businesses can be varied by agreement (Sale of Goods Act, Cap. 31, s.55). Those orders run on the terms the two businesses agreed — but not on any terms at all. Unconscionable conduct in a business-to-business supply is a separate offence under the Competition Act (Cap. 504, s.57), and a business buyer can take that to the Competition Authority of Kenya in the same way a consumer can.
- Anything bought outside Gloodoh. Including purchases you recorded by hand, and anything paid for off-platform.
For what Gloodoh is and what it is not, see the Terms of Service. For what we do with your information, see the Privacy Policy.
Changes to this page, and getting in touch
We will change this page when the product changes or the law changes, and the date at the top always says when. We will not change it to take away a right you already had on an order you have already placed — the version that applied when you ordered is the one that governs that order.
Reach a person at:
- support@gloodoh.com — orders, cancellations, refunds, a shop that has gone quiet
- legal@gloodoh.com — formal notices
- privacy@gloodoh.com — anything about your personal information
- info@gloodoh.com — everything else
Gloodoh is operated by iTsitso Space LTD, a company incorporated in the Republic of Kenya. Any notice under this page, a cancellation notice included, may be sent to any of those addresses — and, under Cap. 501 s.76, by any other means that makes your intention clear. A notice takes effect from the moment you send it, not from the moment we read it. If you need to serve something on us by post or by hand, write to legal@gloodoh.com and we will give you our registered office details.