1. Overview

At Muveet, we prioritize customer satisfaction and strive to ensure a smooth experience for all users in Nigeria. Our refund policy outlines the conditions under which customers may be eligible for refunds on orders placed through our platform. Please read this policy carefully before making a purchase.

2. Eligibility for Refunds

Refunds may be granted under the following circumstances:

• Order Cancellation by Muveet: If an order is canceled by Muveet due to vendor unavailability, system errors, or other unforeseen circumstances, a full refund will be processed automatically.
• Failed or Unfulfilled Orders: If an order was not processed/dispatched or was not delivered or was significantly delayed beyond the estimated delivery time without reasonable cause, customers may request a refund.
• Incorrect or Defective Items: If a customer receives an incorrect order, spoiled food, damaged groceries, or defective items, they may be eligible for a refund after providing evidence (such as photos) to our support team.
• Duplicate Charges: If a customer is mistakenly charged multiple times for the same transaction, we will process a refund for the excess charge.
• Poor Quality: If the delivered food, groceries, or pharmacy items are of poor quality (e.g., stale, not fresh).
• Safety Concerns: If delivered food, groceries, or pharmacy items raise safety concerns (e.g., contamination, expired medication).
• Service Mismatch / Not as Advertised: If the delivered service (including items received) significantly differs from what was advertised or described at the time of ordering.
• Rental Car Issues: If, upon pick-up, the rental car has significant issues such as mechanical problems, is not the car type booked, or is not in the condition advertised.
• Item Missing: If one or more items that were part of your confirmed order were not delivered.

3. Non-Refundable Cases

Muveet does not offer refunds in the following situations:

• Change of Mind: Once an order is confirmed and delivered, refunds will not be issued if the customer no longer wants the item.
• Incorrect Address Provided: If a delivery fails due to an incorrect or incomplete address provided by the customer, a refund will not be granted.
• Late Deliveries Due to Unforeseen Circumstances: Refunds will not be issued for delays caused by external factors such as traffic, weather conditions, or other emergencies.
• Completed Orders: Once an order is successfully delivered and accepted by the customer, refund requests will not be entertained unless the product is defective or falls under other eligible refund circumstances.

4. Refund Process

To request a refund, customers must:

• Contact Support: Reach out to our customer service team via one of the following methods within 24 hours of order delivery or awareness of the issue:
  
  • In-app Refund Request: Navigate to your order details and look for a refund request option.
  • Email: [email protected]
  • WhatsApp: +2348163644376
  • Live Chat: Through the in-app chat feature.
• Provide Details: Include the order number, a detailed explanation of the issue, and photographic evidence (if applicable). For rental car issues, provide details and any relevant documentation.
• Review & Approval: Our team will review the request and respond within 2-5 business days with an update.
• Refund Issuance: Approved refunds will be processed to the original payment method within 7-14 business days, depending on the customer’s bank or payment provider.

5. Chargebacks & Disputes

Customers are encouraged to contact Muveet’s support team before filing a chargeback with their bank. Unauthorized chargebacks may result in account suspension.

6. Updates to This Policy

Muveet reserves the right to modify this refund policy at any time. Any updates will be reflected on this page, and continued use of our services implies acceptance of the revised terms.

For any refund-related inquiries, please contact us via the methods listed in Section 4