Refund Policy

Last Updated: June 2026

At Muuva, we strive to provide reliable, convenient, and high-quality services across our platform, including ride booking, food delivery, grocery delivery, parcel delivery, courier services, and local marketplace services. We understand that situations may arise where a refund may be appropriate.

This Refund Policy explains when refunds may be granted, how refund requests are reviewed, and the process for receiving approved refunds.

By using Muuva, you agree to the terms outlined in this Refund Policy.

1. General Refund Principles

Refund eligibility depends on the specific service used, the circumstances of the request, and the information available during our review process.

Each refund request is evaluated individually. Approval of one refund request does not guarantee approval of future requests.

Muuva reserves the right to investigate all refund claims before issuing any refund.

2. Food Delivery Refunds

You may be eligible for a full or partial refund in situations including:

Order was never delivered.
Incorrect items were delivered.
Significant items were missing from the order.
Duplicate payment was charged.
Order was canceled by the restaurant or delivery partner after payment.
Food arrived in a condition that made it unsuitable for consumption.
Delivery was substantially delayed due to factors within our control.

Refunds may not be granted when:

The order was delivered successfully as requested.
The customer provided incorrect delivery information.
The customer was unavailable at the delivery location.
Taste preferences or personal expectations differ from the restaurant's offering.
Minor variations in food appearance or packaging occur.

Customers should report issues as soon as possible after delivery.

3. Grocery & Mart Order Refunds

Refunds may be available if:

Ordered items were not delivered.
Incorrect products were delivered.
Products arrived damaged.
Duplicate payment occurred.
Items were billed but unavailable and not substituted.

Partial refunds may be issued for:

Missing items.
Damaged products.
Incorrect quantities.

Refunds may not be available for:

Customer dissatisfaction with product brand or taste.
Minor packaging defects that do not affect product quality.
Incorrect orders resulting from customer input errors.

4. Ride Booking Refunds

Refunds may be considered if:

Payment was charged but no ride occurred.
Duplicate ride charges were processed.
Technical errors caused incorrect billing.
Drivers failed to complete the trip after payment collection.
Incorrect fare calculations occurred due to system errors.

Refunds may not be granted for:

Traffic-related delays.
Route choices accepted during the trip.
Fare estimates differing from final fares due to actual trip conditions.
Cancellation fees that were properly disclosed and applied.

5. Parcel and Courier Delivery Refunds

Refund requests may be approved if:

A delivery was paid for but not completed.
Duplicate charges occurred.
The service could not be fulfilled after payment.
The package was lost while under the responsibility of the delivery network.

Refunds may be partial or full depending on the circumstances.

Compensation for lost or damaged items may be limited to the extent permitted by applicable laws and any declared value policies.

Refunds generally will not apply when:

Incorrect recipient information was provided.
The sender violated shipping restrictions.
Delays were caused by weather, traffic, government actions, or circumstances beyond reasonable control.

6. Local Marketplace Orders

For products purchased from local merchants through Muuva:

Refund requests are subject to merchant policies and applicable laws.
Muuva may assist in facilitating communication between customers and merchants.
Refund eligibility may vary depending on product type and merchant requirements.

Certain items may not be eligible for refunds, including:

Perishable goods
Personalized products
Custom-made items
Items marked as non-refundable

7. Order Cancellations

Refund amounts may vary depending on when an order or booking is canceled.

Before Service Begins

In many cases, customers may receive a full refund if cancellation occurs before service providers begin processing the request.

After Service Begins

Partial refunds or no refunds may apply once:

Food preparation has started.
A driver has been dispatched.
Grocery packing has begun.
A courier has been assigned.
A parcel has been collected.

Cancellation charges may apply where disclosed.

8. Duplicate Payments

If a customer is charged more than once for the same transaction, Muuva will investigate the issue and issue an appropriate refund once the duplicate charge is verified.

Customers may be asked to provide supporting payment information.

9. Failed Transactions

In some cases, banks or payment providers may temporarily authorize funds without successfully completing a transaction.

Such transactions are often automatically reversed by the payment provider according to their policies and timelines.

If funds are not automatically released, customers may contact Muuva Support for assistance.

10. Refund Request Process

To request a refund, users should:

Contact Muuva Support through the Platform.
Provide relevant order, booking, or transaction details.
Submit any requested supporting information.
Cooperate with any investigation required to review the request.

Incomplete or inaccurate information may delay processing.

11. Refund Processing Time

Once approved, refunds are generally processed within a reasonable timeframe.

Actual receipt of funds depends on:

Payment provider policies
Banking institutions
Card networks
Digital wallet providers

Typical processing times may range from a few business days to several weeks depending on the payment method used.

12. Promotional Credits and Coupons

Promotional credits, discounts, referral rewards, and coupons generally:

Have no cash value.
Cannot be redeemed for cash.
Are not refundable unless required by law.

If a refunded transaction involved promotional credits, Muuva may restore the promotional value rather than issuing cash compensation.

13. Fraud Prevention

To protect users and the platform, Muuva reserves the right to:

Investigate suspicious refund requests.
Request additional documentation.
Deny fraudulent claims.
Suspend accounts involved in abuse of the refund process.

Repeated misuse of refund requests may result in account restrictions or termination.

14. Chargebacks

Before initiating a chargeback through your bank or payment provider, we encourage users to contact Muuva Support so we can attempt to resolve the issue promptly.

Muuva reserves the right to dispute chargebacks that are determined to be invalid, fraudulent, or inconsistent with this Refund Policy.

15. Limitation of Refund Liability

To the maximum extent permitted by law, Muuva's refund obligations are limited to the amount paid for the affected service or transaction.

Muuva shall not be responsible for indirect, incidental, consequential, or special damages arising from service interruptions, delays, or disputes.

16. Changes to This Refund Policy

Muuva may update this Refund Policy periodically to reflect changes in our services, business operations, or legal requirements.

Updated versions will be posted on the Platform with a revised effective date.

Continued use of Muuva after such updates constitutes acceptance of the revised Refund Policy.

17. Contact Us

If you have questions regarding this Refund Policy or wish to submit a refund request, please contact Muuva through our official support channels available on the Platform.

Muuva
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