This Refund Policy explains how refunds are handled on the Dimi platform, operated by Dott LLC ("Dimi", "we", "us", or "our").
1. POS Refunds
For point-of-sale transactions:
- Full and partial refunds are processed by the business directly
- Refunds for card payments are returned to the original payment method
- Refunds for Dimi Pay are credited back to the customer's Dimi balance
- Cash refunds are handled directly by the business
- Businesses may have their own return and refund policies in addition to this policy
2. Online Order Refunds
For marketplace and online orders:
- Orders cancelled before preparation begins are eligible for a full refund
- Orders cancelled after preparation has started may incur partial charges
- If an order is incorrect or of poor quality, contact the business for a refund
- If the business is unresponsive, you may escalate to Dimi support within 48 hours
- Refunds for partially fulfilled orders are prorated based on items received
3. Delivery Issues
For problems related to delivery:
- Report delivery issues within 24 hours of the expected delivery time
- Missing or lost deliveries: full refund after investigation (1-3 business days)
- Damaged items: full or partial refund depending on the extent of damage — photo evidence required
- Significant delivery delays: partial refund or credit may be issued at Dimi's discretion
- Wrong items delivered: full refund or redelivery arranged with the business
4. Processing Timeframes
Refund processing times:
- Dimi Pay / Credits: Refunded within 1-2 business days
- Mobile Money (M-Pesa, MTN MoMo): 3-5 business days
- Visa/Mastercard: 5-10 business days (depending on your bank)
- Bank transfers: 5-10 business days
- You will receive a notification once the refund has been processed
5. Dispute Resolution
If you need to resolve a dispute:
- Contact the business directly first — most issues can be resolved quickly
- If the business does not respond within 48 hours, contact Dimi support
- Provide order details, photos (if applicable), and a description of the issue
- Dimi will review the dispute and make a decision within 5 business days
- Dimi's decision on disputes is final
6. Non-Refundable Items
The following are generally not eligible for refunds:
- Dimi credits or wallet top-ups (except where required by law)
- Completed services (cleaning, repairs, etc.) where the service was delivered as described
- Digital goods or subscriptions after delivery or activation
- Taxi rides that were completed as requested
- Items that have been used, worn, or altered after delivery
- Orders where the customer provided an incorrect address
7. Contact Us
For refund inquiries or to request a refund, contact us at:
- Email: support@orderdott.com
- Website: https://orderdott.com