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Free delivery in 30 minutes in Kikuyu and about an hour across Nairobi

Returns, refunds and bottles

Last updated

This policy applies to orders placed with Daily Soqo Limited (“Soqo”, “we”) online, by phone or on WhatsApp. It is part of our Terms and Conditions.

1. Bottle exchange for refills

  1. A refill means our rider swaps your empty bottle for a full, sealed bottle of the same size (10L or 20L). You pay only for the water.
  2. We accept any brand of empty bottle in the same size.
  3. The bottle you hand over must be:
    • the same size as the refill ordered;
    • empty, and free of cracks, leaks or holes;
    • free of chemicals, fuel, oil or any non-food contents, and free of strong odours.
  4. Our rider may refuse a bottle that does not meet these conditions. You can then:
    • buy a new bottle at the current price (soft or hard), or
    • cancel that item at no charge.
  5. Bottles handed over become the property of Soqo. They are cleaned, sanitised and inspected before reuse; a bottle that fails inspection is recycled.
  6. If you have no empty bottle, order a new bottle (water + bottle price).
  7. Bottles are not exchanged for cash. You can hand unwanted empty bottles to a rider or bring them to our shop for recycling, free of charge.

2. Checking your delivery

  1. Please check your order when the rider arrives: the seal is intact, the bottle is not leaking, and the items and quantities are correct.
  2. Report any problem to the rider at delivery, or to us on WhatsApp or phone (+254 141 084 186) within 24 hours, with your order number and, if possible, a photo.

3. Replacements and refunds

We replace or refund, at your choice, when:

Problem Remedy
Broken or missing seal, leak, damaged bottle Free replacement on the spot or with the next delivery, or a full refund for that item
Wrong item or quantity We deliver the correct items free of charge, or refund the difference
Water quality concern (taste, smell, colour, particles) Free replacement and an investigation of the batch. Do not drink it; keep the bottle sealed for collection
Order not delivered Full refund

Not eligible: opened bottles with no quality fault, water that has been poured into other containers, and bottles damaged after delivery.

Sealed bottled water (500mL and 1L): unopened, undamaged bottles can be returned within 24 hours of delivery for a full refund. The 20-bottle online minimum does not apply to returns.

4. Cancellations

  • Before dispatch: cancel free of charge by WhatsApp or phone. M-Pesa payments are refunded in full.
  • After dispatch: cancellations are also free, because delivery is free. If a customer cancels repeatedly, we may ask them to pay with M-Pesa when ordering.

5. How refunds are paid

  • M-Pesa payments: refunded to the paying M-Pesa number within 3 working days.
  • Cash on delivery: refunded by M-Pesa to a number you give us, or as a replacement, within 3 working days.
  • We will never ask for your M-Pesa PIN.

Nothing in this policy limits your rights under the Consumer Protection Act, 2012.

6. Contact

WhatsApp or call +254 141 084 186, Monday to Saturday, 8AM to 6PM. Shop: Kikuyu (Plus Code PMHV+F6).