Nillavee Cakes & Pastries

When can an order be canceled and refunded?

• Orders can be canceled up to 24 hours prior to the scheduled delivery/pickup time
• Same-day orders cannot be canceled once preparation has begun
• A 35% service charge will apply to all cancellations
• If we fail to deliver on the scheduled date, we will either refund in full or redeliver at a later date
• For damaged products, we require photo evidence within 2 hours of delivery for replacement or refund
• Wrong products delivered will be replaced upon return of the incorrect item

Cancellation Procedure

To cancel an order:

1. Email info@nillavee.co.ke with subject "Cancellation Request"
2. Include:
   • Cake Name
   • Reason for cancellation
   • M-Pesa number for refund (if applicable)
3. We will confirm cancellation within 4 business hours

Refund Conditions

Refunds will be issued when:

• The order was canceled within the allowed timeframe
• The product was never delivered (excluding cases where recipient was unavailable)
• Quality issues are verified by our team with photo evidence
• Wrong item was delivered and returned to us

Note: All refunds are subject to management approval. The maximum refund amount will never exceed what was originally paid.