1. Preorders and acceptance
Submitting the website form creates a preorder request; it does not mean the order has been accepted. We review availability, preferences, production capacity, delivery details and any substitutions before sending an order-acceptance email.
Meal prep requires at least 48 hours’ notice. A requested date or by-6-p.m. target becomes binding only when it appears in our written confirmation.
2. Prices and what is included
Meal-prep package prices include standard recipe ingredients. Delivery, Restock groceries and optional add-ons are separate. The delivery fee is shown when you select a listed Nairobi area.
We confirm the complete amount before asking for payment. Website photographs and sample meals illustrate the style of food and are not a promise of an identical menu or presentation.
3. Payment sequence
Payment is currently by M-PESA using the instructions in the order-acceptance email. Full prepayment is required before ingredients are procured or production begins. We will never ask for your M-PESA PIN.
4. One-off and rolling weekly orders
You may choose a one-off order or a rolling weekly order. A rolling order is not a fixed-term contract. You may pause or stop the next delivery before its 48-hour cut-off by contacting the help centre and quoting your order number. A late request is handled under the cancellation rules below.
5. Changes, cancellations and refunds
- If you cancel before procurement starts, we refund the prepaid amount for the cancelled order.
- Once ingredients have been procured or production has started, any refund is limited to the amount that can reasonably be recovered after committed food, packaging, labour and rider costs.
- If Nourish Nairobi cannot fulfil an accepted order, you may choose a suitable replacement date or a full refund for the unfulfilled amount.
- Approved refunds are returned through an agreed traceable payment method. We confirm the amount and expected processing time in writing.
These terms do not remove any rights that cannot lawfully be excluded under Kenyan consumer law.
6. Substitutions
Seasonal supply can change. We follow the substitution preference in your order: similar alternatives, ask first, or no substitutions. A material menu or price change is confirmed before payment.
7. Delivery and failed delivery
You must provide an accurate phone number, delivery area, map pin and access instructions, and be reachable during the confirmed window. The delivery fee for your selected area is included in the order total. A changed address, inaccessible location, missed handover or requested re-delivery may create an additional delivery fee.
Because prepared food cannot be redistributed after an unsuccessful handover, a failed delivery caused by missing or inaccessible customer details is not automatically refundable. We will contact you and assess the available next step.
8. Contact and governing law
These terms are governed by the laws of Kenya. Contact orders@nourishnairobi.co.ke or 0743 041 747 with your order number so we can resolve questions quickly.