1. Overview
VeviGoo issues refunds case-by-case based on the service used, payment status, timing of cancellation and the outcome of our investigation. The sections below explain when a refund is typically issued and when it is not. All refund decisions follow the rules in our Terms of Service.
2. Ride Refunds
Refund may apply
- The ride was paid for but never completed
- The driver cancelled after charging your wallet or card
- You were charged twice for the same trip (duplicate payment)
- A system error charged you more than the in-app quoted fare
Refund may not apply
- The ride was completed as requested
- Wrong pickup or drop-off address provided by the customer
- Cancellation made after the free-cancellation window (typically 60 seconds)
- Customer no-show after the driver arrived at the pickup location
3. Food and Delivery Refunds
Refund may apply
- Order was never delivered
- Seller cancelled the order after preparation began
- Wrong or missing items confirmed by support investigation
- Duplicate payment charged for the same order
Refund may not apply
- Wrong delivery address entered by the customer
- Order arrived as described and was accepted at the door
- Customer changed their mind after preparation started
- Refund requested more than 7 days after delivery
4. Courier Refunds
If a courier delivery is undelivered, lost, or damaged in transit, contact support within 24 hours of the dispatch time. We investigate every claim by reviewing GPS logs, courier notes and any photographs of the package. Refunds are issued for confirmed lost items up to the declared value, and for damaged goods proportionate to the damage.
5. Wallet Reversals and Credits
Refunds may be issued as VeviGoo wallet credit (instant) or to your original payment method (3–10 business days depending on the provider). Wallet credit can be used on any future trip or order. You can request a payout from wallet credit to your mobile-money or bank account at any time, subject to a small processing fee.
6. Processing Time
Wallet credits are instant. Mobile-money refunds (MTN, Vodafone, AirtelTigo) typically arrive within 24 hours. Card refunds may take 3–10 business days depending on the issuing bank. If you have not received your refund within 10 business days, please contact support with the original transaction reference and we will trace it with the payment partner.
7. How to Request a Refund
Open the relevant trip or order in your VeviGoo app and tap "Report an issue" → "Request refund". Include any photos or context that help us investigate quickly. You can also email support@vevigoo.com with the trip or order ID. Most refunds are decided within one business day.