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Refund and cancellation policy

Last updated

When a delivery request can be cancelled, and what happens to the money.

The short version

  • If a request is cancelled before pickup, the sender gets back everything they paid, fees included.
  • Refunds go back to the card you paid with. Your bank can take up to 10 working days to show them.
  • After pickup, a request can't be cancelled in the app. Contact us before confirming delivery if something is wrong.
  • Once the sender confirms delivery, the reward is paid to the traveller and can't be refunded through Sendbud.

Before anyone pays

  • A sender can cancel a request while it waits for the traveller. The traveller can decline it.
  • After the traveller accepts, either of them can cancel until the item is picked up.
  • The sender only pays after the traveller accepts, so there is nothing to refund.
  • If you leave Paystack's checkout without paying, you aren't charged.

After paying, before pickup

  • The sender or the traveller can cancel from the request page until the traveller marks the item picked up.
  • The sender gets a full refund: the reward, the payout fee and Paystack's card fee. Paystack keeps its card fee when a payment is refunded, so Sendbud pays that cost, not you.
  • The refund starts as soon as the request is cancelled. If Paystack can't take it straight away, we try again automatically.

How refunds are paid

  • Refunds go back to the card you paid with. We can't refund to another card, a bank account or in cash.
  • Paystack sends the refund to your card, and your bank can take up to 10 working days to show it.
  • The request page shows the refund and its progress. If it hasn't arrived after 10 working days, email support@sendbud.app with a link to the request.

Extra or duplicate payments

If you pay twice for the same request, pay after it was cancelled, or Paystack takes a different amount from the one we asked for, we refund that payment in full automatically.

After pickup

  • Once the traveller marks the item picked up or delivered, the request can't be cancelled in the app. The money stays held until the sender confirms delivery.
  • If the item isn't delivered, is lost or damaged, or isn't what was agreed, don't confirm delivery. Open a dispute on the request page while the money is still held, or email support@sendbud.app with a link to the request.
  • We look at what both people send us and decide whether to refund the sender in full, as with a cancellation, or pay the traveller. Until we decide, the money stays held.
  • If the sender neither confirms delivery nor opens a dispute within 3 days of the traveller marking the item delivered, the money goes to the traveller. The request page shows the date before it happens.

After delivery is confirmed

Confirming delivery pays the reward to the traveller. It can't be undone, and we can't refund it. If there's a problem after that, try to sort it out with the traveller in the chat, or contact us and we'll help where we can.

Requests without a reward

If a request has no reward, nothing is paid and there is nothing to refund.

Disputing a payment with your bank

Please contact us before disputing a payment with your bank. A refund through Sendbud is usually faster. If you do open a dispute with your bank, we may pause the request until it's settled.

Questions

Email support@sendbud.app with a link to the request. This policy is part of our Terms of service.