Our escrow system protects your money. Here's exactly when you get a refund, how much, and how fast.
Traveler cancels after accepting. Parcel lost or never delivered. Traveler fails to show up.
Parcel damaged in transit. Delivery significantly delayed beyond agreed time. Partial delivery.
Sender cancels after traveler has departed. Parcel refused by recipient. Prohibited items seized.
MuyuRide uses an escrow payment system — your money is never paid directly to the traveler until you confirm delivery. This means you're always protected.
You are entitled to a 100% refund of the delivery fee in the following situations:
If a traveler cancels a confirmed delivery after accepting your order, you receive a full refund of the delivery fee within 24 hours. The traveler's account is flagged and their trust score is reduced.
If the traveler marks a delivery as complete but you never received your parcel, file a dispute within 48 hours. After investigation, if the non-delivery is confirmed, you receive a full refund plus a KES 200 inconvenience credit.
If the traveler fails to appear at the agreed pickup location within 2 hours of the scheduled time without prior notice, the order is automatically cancelled and you receive a full refund.
If your parcel is confirmed lost (traveler cannot produce the parcel or proof of delivery), you receive a full refund of the delivery fee plus compensation up to the declared parcel value (maximum KES 50,000 without additional insurance).
If you are charged twice due to a platform error, or if a payment is processed for an order that was never created, you receive a full refund of the duplicate charge within 1 business day.
If you cancel your order before any traveler has accepted it, you receive a full refund of any pre-authorization hold. No cancellation fee applies.
In these situations, you may receive a partial refund based on the circumstances and our investigation:
If your parcel arrives damaged and the damage was caused by the traveler's negligence (not pre-existing or due to inadequate packaging), you may receive a partial refund of the delivery fee (25–100%) plus compensation for the damaged item up to its declared value.
If delivery is delayed by more than 24 hours beyond the agreed delivery date without a valid reason (e.g., road closure, emergency), you may receive a 25–50% refund of the delivery fee.
If you sent multiple items and only some were delivered, you receive a proportional refund based on the declared value of the undelivered items.
If you cancel an order after the traveler has already departed for the pickup location, a cancellation fee of 30% of the delivery fee is charged to compensate the traveler for their time and travel costs.
Refunds are not available in the following circumstances:
If the intended recipient refuses to accept the parcel without a valid reason, the delivery fee is non-refundable. The traveler has fulfilled their obligation by delivering to the correct address.
If your parcel is seized by authorities because it contained prohibited items, no refund is issued. You may also be liable for any fines or legal costs incurred by the traveler.
If you provided an incorrect pickup or delivery address and the traveler made a good-faith attempt to deliver, no refund is issued. You may negotiate a re-delivery with the traveler at an additional cost.
If a parcel is damaged because it was not packaged adequately for the journey (e.g., fragile items not padded, liquids not sealed), no refund is issued for the damage.
Once a delivery is confirmed by the sender, the transaction is final. We cannot process refunds for change of mind after confirmation.
MuyuRide's service fee (8–12% of the delivery amount) is non-refundable in all circumstances, as it covers platform operations, verification, and dispute resolution services.
Go to your order in the Active Deliveries or Order History section. Click "File Dispute" within 48 hours of the delivery date. Describe the issue and upload any supporting evidence (photos, screenshots, messages).
Our Trust & Safety team reviews your dispute within 24 hours. We may contact both parties for additional information. All communications are logged and time-stamped.
We issue a binding decision within 5 business days. Both parties are notified by email and in-app notification. The decision includes the refund amount (if any) and the reasoning.
Approved refunds are processed to your original payment method: M-Pesa refunds within 24 hours, card refunds within 3–5 business days (depending on your bank).
For high-value parcels, we recommend purchasing additional insurance through MuyuRide. Standard coverage is limited to KES 50,000 per delivery.
Our support team is available Monday–Friday, 8am–6pm EAT. We typically respond within 4 hours.