At Zuri Ride™, we are committed to delivering a beautiful, reliable, and fair experience for every journey and service.
Effective Date: 2025
At Zuri Ride™, we are committed to delivering a beautiful, reliable, and fair experience for every journey and service. This Refund Policy explains when refunds may be issued for ride and parcel delivery services booked through the Zuri Ride application or website.
By using Zuri Ride, you agree to the terms outlined in this Refund Policy.
Zuri Ride operates as a curated, chauffeur-style service, not a mass public transport platform. Our pricing is designed to be fair, transparent, and experience-focused. Refunds are handled with care, integrity, and discretion.
Refunds are not automatic and are issued only where justified under the conditions below.
A refund or fare adjustment may be considered in the following cases:
The ride or delivery was cancelled by Zuri Ride or the assigned driver
The service was not delivered due to internal operational issues
The user was charged incorrectly due to a technical error
Significant service failure that materially affected the journey experience
All refund requests are subject to review and approval by Zuri Ride.
Refunds will not be issued in the following cases:
User-initiated cancellations after a driver has been dispatched
No-shows or failure to appear at the pickup location
Delays caused by traffic, weather, road conditions, or force majeure
Change of mind after service completion
Incorrect pickup or delivery details provided by the user
Dissatisfaction based on personal preference where the service was delivered as agreed
Cancellations made before driver dispatch may be eligible for a full or partial refund
Cancellations after driver dispatch may incur a cancellation fee
Repeated cancellations may result in limited refund eligibility or account restrictions
Applicable fees will be clearly displayed within the app where possible.
For parcel and item delivery services:
Refunds may be issued if the parcel was not picked up or delivered due to Zuri Ride fault
No refunds will be issued for delays caused by incorrect parcel information
Zuri Ride is not responsible for prohibited, fragile, or improperly packaged items
Zuri Ride reserves the right to refuse delivery and refund requests for prohibited items.
Approved refunds will be processed using the original payment method where possible
Refund processing times may vary depending on the payment provider
Zuri Ride is not responsible for delays caused by banks or third-party payment processors
Zuri Ride reserves the right to:
Deny refund requests that appear fraudulent or abusive
Suspend or terminate accounts that repeatedly misuse refund requests
Zuri Ride may update this Refund Policy from time to time. Any changes will be published within the app and on the website. Continued use of the Services constitutes acceptance of the revised policy.
For refund-related questions or requests, please contact us:
Email: info@zuriride.com
Phone: +256 700 926254
© 2025 Zuri Ride™. All rights reserved.
