Refund Policy
DAY2DAYS REFUND & CANCELLATION POLICY
Most recent update: May 2026
INDEX
1. Overview
2. Cancellation by the Customer
3. Cancellation by Day2Days
4. Refunds — General Rules
5. Refund Timelines by Payment Method
6. Damaged, Wrong, or Missing Items
7. Perishable and Non-Returnable Items
8. Failed Deliveries
9. Promo Codes and Discounts
10. How to Request a Refund or Cancellation
11. Contact
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1. OVERVIEW
This Refund & Cancellation Policy explains when and how orders can be cancelled, when refunds are available, and the timeframes involved. This Policy should be read together with our Terms and Conditions and Privacy Policy.
Day2Days aims to resolve every refund or cancellation request fairly and quickly. If you have any concerns, please contact info@day2days.com.
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2. CANCELLATION BY THE CUSTOMER
Before preparation begins. You may cancel an order at no charge before the Partner Store begins preparing it. To cancel, open the order in the app or contact customer support immediately.
After preparation has begun. Once the Partner Store has started preparing your order, cancellation may not be possible. If the order can still be cancelled, a charge equivalent to the cost of any items already prepared (or a partial fee) may apply.
After dispatch. Once the Delivery Rider has collected the order, the order cannot normally be cancelled. If you no longer want the order, please contact us — we will help where possible, but a refund is not guaranteed in this case.
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3. CANCELLATION BY DAY2DAYS
We may cancel an order, even after confirmation, in the following cases:
- A product becomes unavailable at the Partner Store and no suitable substitute can be agreed.
- Your delivery address is outside our service area or cannot be reached.
- Payment fails or is reversed.
- We suspect fraud, abuse, or breach of our Terms.
- Force majeure events (such as severe weather, civil unrest, or vehicle/road issues) prevent delivery.
If we cancel an order you have already paid for, you will receive a full refund. We will notify you by email, SMS, or in-app notice when an order is cancelled.
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4. REFUNDS — GENERAL RULES
Refunds are issued in the following situations:
- Order cancelled by Day2Days after payment.
- Order cancelled by you before preparation began (where prepaid).
- Item missing, damaged, expired, or substantially different from what was ordered.
- Item not delivered through our fault.
Refunds are issued to the same payment method used for the original payment, unless we agree otherwise with you.
Partial refunds are issued where only part of the order is affected. The remainder of the order is not refunded.
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5. REFUND TIMELINES BY PAYMENT METHOD
Once a refund is approved, the timeline depends on the original payment method:
- Mobile money (MTN, Airtel, etc.): typically within 1 to 5 business days.
- Debit/credit card: typically within 5 to 10 business days, depending on your bank.
- Day2Days wallet/credit: instantly added to your account balance.
- Cash on delivery: where applicable, refunded as Day2Days wallet credit or via mobile money agreed with you.
Day2Days releases refunds promptly on our side; final crediting depends on your bank or mobile money provider.
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6. DAMAGED, WRONG, OR MISSING ITEMS
If your order arrives damaged, expired, contains the wrong item, or is missing an item:
1. Take a clear photograph of the affected item(s) and packaging.
2. Contact info@day2days.com within 24 hours of delivery.
3. Include your order number, photographs, and a brief description of the issue.
We will review the case and, at our discretion, offer one of the following:
- Refund of the affected item(s).
- Replacement of the affected item(s) (subject to availability).
- Day2Days wallet credit equivalent to the affected amount.
Requests submitted after 24 hours of delivery may not be eligible, particularly for perishable items.
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7. PERISHABLE AND NON-RETURNABLE ITEMS
The following items are non-returnable once accepted at delivery, unless they are damaged, expired, or incorrectly supplied:
- Fresh fruits and vegetables.
- Meat, fish, and poultry.
- Dairy products (milk, yoghurt, cheese, butter).
- Bakery items (bread, rolls, cakes).
- Frozen and chilled items where the cold chain may have been broken.
- Personal hygiene items (such as razors, toothbrushes) once unsealed.
- Baby care items (such as nappies, wipes) once unsealed.
These items may be refunded if found defective at the time of delivery — please report within 24 hours with photographic evidence.
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8. FAILED DELIVERIES
If a delivery cannot be completed because:
- The customer cannot be reached by phone, or
- The provided address is incorrect or inaccessible, or
- No one is available to receive the order,
then the Delivery Rider will wait for a reasonable period before returning the items. In such cases:
- The customer may be charged a redelivery fee, or
- The order may be cancelled and a partial refund issued (excluding the delivery fee and any perishable items that cannot be re-stocked).
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9. PROMO CODES AND DISCOUNTS
Promo codes are subject to specific terms (validity, minimum order, eligible items). When an order using a promo code is cancelled or refunded:
- Refunds are calculated on the actual amount paid by the customer, not the original product price.
- Single-use promo codes may not be reissued once redeemed.
- Promo codes obtained through fraud or abuse will be cancelled and may result in account suspension.
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10. HOW TO REQUEST A REFUND OR CANCELLATION
To request a refund or cancellation, please use one of the following channels:
- In-app: open the order in the Day2Days app and tap "Help" or "Cancel."
- Email: info@day2days.com — include your order number, the issue, and any supporting photographs.
- Phone/WhatsApp: contact our customer support during operating hours.
We aim to acknowledge refund requests within 24 hours and resolve most cases within 3 business days.
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11. CONTACT
For any questions about this Refund & Cancellation Policy, please contact:
DishNet Africa Ltd (Day2Days)
1 Speke Road, Kampala, Uganda
Email: info@day2days.com
Most recent update: May 2026
INDEX
1. Overview
2. Cancellation by the Customer
3. Cancellation by Day2Days
4. Refunds — General Rules
5. Refund Timelines by Payment Method
6. Damaged, Wrong, or Missing Items
7. Perishable and Non-Returnable Items
8. Failed Deliveries
9. Promo Codes and Discounts
10. How to Request a Refund or Cancellation
11. Contact
------------------------------------------------------------
1. OVERVIEW
This Refund & Cancellation Policy explains when and how orders can be cancelled, when refunds are available, and the timeframes involved. This Policy should be read together with our Terms and Conditions and Privacy Policy.
Day2Days aims to resolve every refund or cancellation request fairly and quickly. If you have any concerns, please contact info@day2days.com.
------------------------------------------------------------
2. CANCELLATION BY THE CUSTOMER
Before preparation begins. You may cancel an order at no charge before the Partner Store begins preparing it. To cancel, open the order in the app or contact customer support immediately.
After preparation has begun. Once the Partner Store has started preparing your order, cancellation may not be possible. If the order can still be cancelled, a charge equivalent to the cost of any items already prepared (or a partial fee) may apply.
After dispatch. Once the Delivery Rider has collected the order, the order cannot normally be cancelled. If you no longer want the order, please contact us — we will help where possible, but a refund is not guaranteed in this case.
------------------------------------------------------------
3. CANCELLATION BY DAY2DAYS
We may cancel an order, even after confirmation, in the following cases:
- A product becomes unavailable at the Partner Store and no suitable substitute can be agreed.
- Your delivery address is outside our service area or cannot be reached.
- Payment fails or is reversed.
- We suspect fraud, abuse, or breach of our Terms.
- Force majeure events (such as severe weather, civil unrest, or vehicle/road issues) prevent delivery.
If we cancel an order you have already paid for, you will receive a full refund. We will notify you by email, SMS, or in-app notice when an order is cancelled.
------------------------------------------------------------
4. REFUNDS — GENERAL RULES
Refunds are issued in the following situations:
- Order cancelled by Day2Days after payment.
- Order cancelled by you before preparation began (where prepaid).
- Item missing, damaged, expired, or substantially different from what was ordered.
- Item not delivered through our fault.
Refunds are issued to the same payment method used for the original payment, unless we agree otherwise with you.
Partial refunds are issued where only part of the order is affected. The remainder of the order is not refunded.
------------------------------------------------------------
5. REFUND TIMELINES BY PAYMENT METHOD
Once a refund is approved, the timeline depends on the original payment method:
- Mobile money (MTN, Airtel, etc.): typically within 1 to 5 business days.
- Debit/credit card: typically within 5 to 10 business days, depending on your bank.
- Day2Days wallet/credit: instantly added to your account balance.
- Cash on delivery: where applicable, refunded as Day2Days wallet credit or via mobile money agreed with you.
Day2Days releases refunds promptly on our side; final crediting depends on your bank or mobile money provider.
------------------------------------------------------------
6. DAMAGED, WRONG, OR MISSING ITEMS
If your order arrives damaged, expired, contains the wrong item, or is missing an item:
1. Take a clear photograph of the affected item(s) and packaging.
2. Contact info@day2days.com within 24 hours of delivery.
3. Include your order number, photographs, and a brief description of the issue.
We will review the case and, at our discretion, offer one of the following:
- Refund of the affected item(s).
- Replacement of the affected item(s) (subject to availability).
- Day2Days wallet credit equivalent to the affected amount.
Requests submitted after 24 hours of delivery may not be eligible, particularly for perishable items.
------------------------------------------------------------
7. PERISHABLE AND NON-RETURNABLE ITEMS
The following items are non-returnable once accepted at delivery, unless they are damaged, expired, or incorrectly supplied:
- Fresh fruits and vegetables.
- Meat, fish, and poultry.
- Dairy products (milk, yoghurt, cheese, butter).
- Bakery items (bread, rolls, cakes).
- Frozen and chilled items where the cold chain may have been broken.
- Personal hygiene items (such as razors, toothbrushes) once unsealed.
- Baby care items (such as nappies, wipes) once unsealed.
These items may be refunded if found defective at the time of delivery — please report within 24 hours with photographic evidence.
------------------------------------------------------------
8. FAILED DELIVERIES
If a delivery cannot be completed because:
- The customer cannot be reached by phone, or
- The provided address is incorrect or inaccessible, or
- No one is available to receive the order,
then the Delivery Rider will wait for a reasonable period before returning the items. In such cases:
- The customer may be charged a redelivery fee, or
- The order may be cancelled and a partial refund issued (excluding the delivery fee and any perishable items that cannot be re-stocked).
------------------------------------------------------------
9. PROMO CODES AND DISCOUNTS
Promo codes are subject to specific terms (validity, minimum order, eligible items). When an order using a promo code is cancelled or refunded:
- Refunds are calculated on the actual amount paid by the customer, not the original product price.
- Single-use promo codes may not be reissued once redeemed.
- Promo codes obtained through fraud or abuse will be cancelled and may result in account suspension.
------------------------------------------------------------
10. HOW TO REQUEST A REFUND OR CANCELLATION
To request a refund or cancellation, please use one of the following channels:
- In-app: open the order in the Day2Days app and tap "Help" or "Cancel."
- Email: info@day2days.com — include your order number, the issue, and any supporting photographs.
- Phone/WhatsApp: contact our customer support during operating hours.
We aim to acknowledge refund requests within 24 hours and resolve most cases within 3 business days.
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11. CONTACT
For any questions about this Refund & Cancellation Policy, please contact:
DishNet Africa Ltd (Day2Days)
1 Speke Road, Kampala, Uganda
Email: info@day2days.com
