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›How refunds work›Missing or wrong items›Cold or spilled food›Late orders›Cancelling a chef booking›Hotel deals that sell out›Refunds to M-Pesa›Family wallet refunds
Skip the readingTell Pika what went wrong. It can refund you right now.
Ask PikaRefundsUpdated 2 November 2026 · 3 min read
How refunds work
In short
Report it in the order within 24 hours. Pika checks straight away, and the money goes back to your PikaBox wallet in seconds, or to M-Pesa the same day.
Four steps, usually under a minute
1
Open the order
Go to Orders, pick the order, and tap Something’s wrong. You have 24 hours after delivery.
2
Tell Pika what happened
Tap the items that were missing, wrong, cold or spilled. For food problems, Pika may ask for a quick photo.
3
Pika checks it
Most refunds are approved instantly. For bigger orders, a person on our Nairobi team checks within two hours.
4
Get your money back
Wallet: instantly. M-Pesa: same day. Card: 3 to 5 working days, depending on your bank.
What we refund
| What went wrong | What you get back | How fast |
|---|---|---|
| Missing or wrong item | The full price of that item | Instantly |
| Cold, spilled or damaged food | The plate price, or a fresh plate if the cook is still open | Instantly |
| Order 30+ minutes late | Your delivery fee, automatically | On delivery |
| Chef cancels your booking | Everything you paid, plus 10% PikaBox credit | Same day |
| Hotel deal sold out after you paid | A full refund | Instantly |
Chef bookings are protectedYour payment is held by PikaBox, not the chef. It’s only released when you share your completion code after the meal. If anything goes wrong, you don’t share the code, and we sort it out.
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