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Refund policy

Read the Zuri Ride Refund and Cancellation Policy covering ride refunds, parcel delivery refunds, cancellations, no-shows, duplicate payments, failed mobile money payments, fare adjustments, corporate bookings, and refund request timelines

ZURI RIDE REFUND & CANCELLATION POLICY

Effective Date: 2025
Last Updated: April 2026
Company: Zuri Ride™
Website: https://zuriride.com
Email: info@zuriride.com
Phone: +256 700 926254

1. Introduction

At Zuri Ride™, we are committed to providing a reliable, professional, safe, and fair mobility experience for passengers, delivery customers, corporate clients, and drivers.

This Refund & Cancellation Policy explains how Zuri Ride handles refunds, cancellations, fare adjustments, failed payments, duplicate payments, no-shows, parcel delivery issues, corporate account disputes, and related payment concerns.

By booking a ride, requesting a delivery, making payment, using the Zuri Ride application, using the Zuri Ride website, contacting support, or continuing to use any Zuri Ride service, you agree to this Policy.

This Policy should be read together with the Zuri Ride Passenger Terms of Use, Driver Terms of Use, Privacy Policy, Delivery Policy, Safety Guidelines, and any applicable corporate or business agreement.

2. Scope of this Policy

This Policy applies to all Zuri Ride services, including:

  1. Passenger rides;
  2. Boda or motorcycle rides;
  3. Car rides;
  4. Executive or luxury rides;
  5. SUV or family rides;
  6. Scheduled rides;
  7. Corporate or B2B bookings;
  8. Parcel delivery services;
  9. Courier services;
  10. Support-assisted bookings;
  11. Website bookings;
  12. App bookings;
  13. Wallet, cash, mobile money, card, or other supported payments.

This Policy applies whether the service is requested by an individual passenger, a sender, a recipient, a company, an institution, an organization, or an authorized corporate user.

3. General Refund Principles

Zuri Ride operates as a curated mobility and chauffeur-style service focused on reliability, professionalism, safety, and customer experience.

Refunds are handled fairly, but they are not automatic.

A refund, credit, or fare adjustment may only be issued after Zuri Ride reviews the request and confirms that the issue qualifies under this Policy.

Zuri Ride may issue one of the following outcomes:

  1. Full refund;
  2. Partial refund;
  3. Fare adjustment;
  4. Wallet credit;
  5. Discount voucher;
  6. Reversal of an incorrect charge;
  7. Cancellation fee waiver;
  8. Rebooking support;
  9. No refund, where the charge is valid.

Zuri Ride reserves the right to decide the most appropriate remedy depending on the facts of each case.

4. Eligible Refund Situations

A refund or fare adjustment may be considered where:

  1. A ride or delivery was cancelled by Zuri Ride due to internal operational failure;
  2. A driver cancelled without a valid operational, safety, or customer-related reason;
  3. No driver was available after the customer was charged;
  4. The customer was charged more than once for the same ride or delivery;
  5. The customer was charged incorrectly due to a technical error;
  6. The fare charged was materially different from the applicable fare due to system error;
  7. A scheduled ride was not provided due to Zuri Ride’s confirmed failure;
  8. A delivery was not picked up or not delivered due to Zuri Ride’s confirmed fault;
  9. The wrong customer was charged;
  10. A cancellation fee was applied in error;
  11. A payment was deducted but the booking failed due to Zuri Ride system error;
  12. A serious service failure materially affected the ride or delivery experience;
  13. Zuri Ride confirms that a refund is fair based on support review.

All eligible refund situations remain subject to investigation, available evidence, payment confirmation, and final approval by Zuri Ride.

5. Non-Refundable Situations

Refunds will generally not be issued where:

  1. The customer cancels after a driver has already been dispatched;
  2. The customer fails to appear at the pickup location;
  3. The customer provides the wrong pickup location;
  4. The customer provides the wrong destination;
  5. The customer provides incorrect delivery details;
  6. The customer cannot be contacted by the driver or support;
  7. The customer changes their mind after booking;
  8. The ride or delivery was completed as requested;
  9. The customer is dissatisfied based only on personal preference where the service was delivered reasonably;
  10. The delay was caused by traffic, weather, road conditions, security checks, roadblocks, police stops, public events, or force majeure;
  11. The customer requests additional stops, route changes, or destination changes;
  12. The customer delays the driver at pickup, during the trip, or at drop-off;
  13. The customer refuses to pay a valid fare;
  14. The customer violates Zuri Ride Terms of Use;
  15. The customer sends prohibited, unsafe, fragile, illegal, or poorly packaged items;
  16. The issue was caused by a third-party payment provider, bank, telecom network, or mobile money provider and was not confirmed as Zuri Ride’s fault;
  17. The refund request is submitted outside the allowed refund request period without a valid reason;
  18. The request appears fraudulent, abusive, repetitive, or dishonest.

6. Cancellation Before Driver Dispatch

If a customer cancels before a driver has been assigned or dispatched, the customer may be eligible for a full refund, partial refund, wallet credit, or no charge, depending on the payment method and booking type.

Where no cost has been incurred by Zuri Ride or the driver, Zuri Ride may reverse or cancel the charge where technically possible.

However, for scheduled rides, corporate bookings, special vehicle reservations, airport transfers, event bookings, or reserved chauffeur services, cancellation rules may differ depending on the time of cancellation and resources already allocated.

7. Cancellation After Driver Dispatch

If a customer cancels after a driver has accepted or been dispatched to the pickup location, a cancellation fee may apply.

This fee may be charged to compensate for:

  1. Driver time;
  2. Fuel used;
  3. Distance travelled toward pickup;
  4. Lost earning opportunity;
  5. Booking allocation;
  6. Operational cost.

The cancellation fee may vary depending on:

  1. Vehicle category;
  2. Pickup distance;
  3. Time already spent by the driver;
  4. Whether the driver had arrived;
  5. Service type;
  6. Location;
  7. Time of day;
  8. Corporate or scheduled booking status.

Where possible, applicable cancellation fees will be shown in the app, booking flow, invoice, or support communication.

8. No-Show Policy

A no-show occurs where the driver arrives at the pickup location but the customer, passenger, sender, or recipient is not available within the allowed waiting period.

A no-show may also occur where:

  1. The customer does not answer calls or messages;
  2. The pickup location is wrong or unclear;
  3. The passenger refuses to board;
  4. The sender is unavailable for parcel pickup;
  5. The recipient is unavailable for parcel delivery;
  6. The passenger is not ready after the driver has waited reasonably;
  7. The booking cannot proceed because of customer-side failure.

In no-show situations, Zuri Ride may charge:

  1. Cancellation fee;
  2. Waiting fee;
  3. Return delivery fee;
  4. Driver compensation fee;
  5. Delivery holding fee;
  6. Any other reasonable charge shown in the app or confirmed by support.

No-show charges are generally non-refundable unless Zuri Ride confirms that the driver went to the wrong location, failed to contact the customer properly, arrived much later than expected without communication, or the charge was applied in error.

9. Waiting Time Charges

Drivers may wait for a reasonable period at the pickup location.

If the customer delays the driver beyond the allowed waiting period, waiting charges may apply.

Waiting charges may apply to:

  1. Passenger rides;
  2. Airport pickups;
  3. Scheduled rides;
  4. Corporate rides;
  5. Executive rides;
  6. Parcel pickups;
  7. Parcel drop-offs;
  8. Event transport;
  9. Multi-stop trips.

Waiting charges are generally non-refundable where the delay was caused by the customer, passenger, sender, recipient, or corporate user.

10. Driver Cancellation

A driver may cancel a ride or delivery for valid reasons, including:

  1. Customer no-show;
  2. Wrong pickup location;
  3. Passenger cannot be contacted;
  4. Safety risk;
  5. Passenger misconduct;
  6. Vehicle breakdown;
  7. Emergency;
  8. App issue;
  9. Suspicious request;
  10. Illegal delivery item;
  11. Driver instructed by Zuri Ride support;
  12. Customer requested cancellation.

If a driver cancels without valid reason and the customer was charged, Zuri Ride may issue a refund, wallet credit, fare adjustment, or cancellation fee waiver after review.

11. Scheduled Ride Cancellations

Scheduled rides may require advance driver allocation and planning.

For scheduled rides:

  1. Cancellation made early enough before driver assignment may qualify for full or partial refund;
  2. Cancellation made close to pickup time may attract a cancellation fee;
  3. Cancellation after driver dispatch may attract a higher cancellation fee;
  4. No-show for a scheduled ride may be non-refundable;
  5. Special event, airport, executive, or corporate scheduled rides may have stricter cancellation rules.

Where Zuri Ride cancels a scheduled ride due to internal operational failure and no suitable replacement is provided, the customer may be eligible for a refund or credit.

12. Completed Ride Refunds

Once a ride has been completed, the fare is generally non-refundable.

However, Zuri Ride may review a completed ride for possible adjustment where:

  1. The customer was overcharged due to system error;
  2. The route was materially incorrect without customer approval;
  3. The wrong fare category was charged;
  4. A duplicate payment occurred;
  5. A technical issue caused incorrect billing;
  6. A serious verified service failure occurred;
  7. The driver ended the trip incorrectly;
  8. The app recorded the wrong distance or time;
  9. Zuri Ride confirms that an adjustment is fair.

A completed ride does not qualify for refund simply because the customer later changed their mind or felt the price was high after accepting and completing the service.

13. Fare Adjustments

Zuri Ride may issue a fare adjustment instead of a full refund.

Fare adjustments may apply where:

  1. The route was changed;
  2. The pickup or destination changed;
  3. Waiting time was added incorrectly;
  4. The customer was charged for a service not received;
  5. A wrong vehicle category was applied;
  6. A toll, parking, delivery, or out-of-zone fee was added incorrectly;
  7. A cancellation fee was applied incorrectly;
  8. A promotional discount failed to apply due to system error.

Fare adjustments may be issued as:

  1. Refund to original payment method;
  2. Wallet credit;
  3. Discount voucher;
  4. Deduction from outstanding balance;
  5. Corporate invoice adjustment;
  6. Manual support credit.

14. Duplicate Payments

If a customer is charged more than once for the same ride, delivery, or booking, Zuri Ride will review the transaction.

Where a duplicate payment is confirmed, Zuri Ride may:

  1. Refund the extra payment;
  2. Credit the customer’s Zuri Ride wallet;
  3. Offset the extra amount against future bookings;
  4. Adjust the corporate invoice;
  5. Reverse the duplicate charge where technically possible.

The customer may be required to provide payment proof such as transaction ID, mobile money message, bank statement, card statement, screenshot, or receipt.

15. Failed Payment but Money Deducted

Sometimes a customer may attempt to pay by mobile money, card, bank transfer, or digital payment, and the money may be deducted even though the booking fails or the payment does not immediately reflect in Zuri Ride systems.

In such cases:

  1. The customer must contact Zuri Ride support;
  2. The customer must provide payment proof;
  3. Zuri Ride may verify the transaction with the payment provider;
  4. Refunds or credits will only be issued after confirmation;
  5. Processing time may depend on the payment provider.

Zuri Ride is not responsible for delays caused by telecom companies, banks, mobile money providers, card networks, or payment gateways, but Zuri Ride will make reasonable efforts to assist where possible.

16. Cash Payment Issues

Where cash payment is allowed, the customer must pay the correct fare shown or confirmed by Zuri Ride.

Refunds for cash payments may require additional verification because Zuri Ride must confirm:

  1. Whether cash was paid;
  2. Amount paid;
  3. Driver statement;
  4. Trip record;
  5. Customer evidence;
  6. Support notes.

If a customer overpays in cash, Zuri Ride may review the matter and may issue wallet credit, cash return support, mobile money refund, or another reasonable resolution where the overpayment is confirmed.

Zuri Ride may reject cash refund claims where there is insufficient evidence.

17. Wallet Credits, Coupons, and Promotions

Zuri Ride may issue wallet credits, coupons, discounts, referral bonuses, promotional balances, or goodwill credits.

Unless Zuri Ride states otherwise:

  1. Promotional credits are not redeemable for cash;
  2. Coupons cannot be refunded as money;
  3. Expired coupons cannot be reinstated;
  4. Misused promotions may be cancelled;
  5. Fraudulent referral credits may be reversed;
  6. Promotional balances may be limited to specific services;
  7. Discounts may not apply to all ride categories or locations.

Where a ride is refunded, any promotional discount used may not be restored unless Zuri Ride decides otherwise.

18. Parcel Delivery Refunds

For parcel and item delivery services, a refund may be considered where:

  1. The parcel was not picked up due to Zuri Ride’s confirmed fault;
  2. The parcel was not delivered due to Zuri Ride’s confirmed fault;
  3. The customer was charged for a delivery that did not happen;
  4. A duplicate payment occurred;
  5. A delivery was cancelled by Zuri Ride without service being provided;
  6. The wrong delivery fee was charged due to technical error.

A refund may not be issued where:

  1. The sender provided wrong pickup information;
  2. The sender provided wrong recipient information;
  3. The recipient was unavailable;
  4. The sender or recipient could not be contacted;
  5. The parcel was poorly packaged;
  6. The parcel contained prohibited items;
  7. The parcel was fragile but not properly disclosed or protected;
  8. The delivery was delayed by traffic, weather, roadblocks, security checks, or force majeure;
  9. The sender changed delivery instructions after pickup;
  10. The item was rejected due to safety, legal, or operational concerns.

19. Prohibited Delivery Items

Zuri Ride may refuse delivery and deny refund requests involving prohibited, unsafe, illegal, restricted, or unsuitable items.

Prohibited items may include:

  1. Illegal drugs;
  2. Weapons;
  3. Ammunition;
  4. Explosives;
  5. Stolen goods;
  6. Hazardous chemicals;
  7. Toxic substances;
  8. Counterfeit goods;
  9. Human remains;
  10. Live animals unless specifically approved;
  11. Cash above approved limits;
  12. Illegal documents;
  13. Highly fragile valuables without disclosure;
  14. Items prohibited by law;
  15. Any item Zuri Ride considers unsafe or inappropriate.

If a customer sends a prohibited item, the customer remains fully responsible for any loss, damage, legal issue, penalty, claim, or delay.

Zuri Ride may report suspicious or illegal items to lawful authorities where required.

20. Damaged, Lost, or Delayed Parcels

Zuri Ride may review claims involving damaged, lost, or delayed parcels.

To make a claim, the sender or recipient may be required to provide:

  1. Delivery reference;
  2. Parcel description;
  3. Declared value, where applicable;
  4. Proof of item condition before pickup;
  5. Photos or videos;
  6. Payment proof;
  7. Packaging details;
  8. Sender and recipient contact details;
  9. Any other evidence requested by support.

Zuri Ride may reject claims where:

  1. The item was not properly packed;
  2. The item was fragile but not disclosed;
  3. The item was prohibited;
  4. The item was incorrectly described;
  5. The sender cannot prove the item condition before pickup;
  6. The recipient delayed or failed to receive the parcel;
  7. The claim is submitted late;
  8. The loss or damage was caused by customer instructions.

Zuri Ride’s liability for parcels may be limited to the delivery fee or a reasonable amount determined by Zuri Ride, unless a separate written agreement or insurance arrangement states otherwise.

21. Corporate and B2B Refunds

For corporate clients, institutional clients, business accounts, and B2B bookings, refunds and charge disputes may be handled through invoice adjustments rather than direct cash refunds.

Corporate refund or billing issues may include:

  1. Incorrect invoice amount;
  2. Duplicate trip entry;
  3. Wrong department or cost center;
  4. Cancelled booking charged incorrectly;
  5. No-show fee dispute;
  6. Waiting fee dispute;
  7. Failed scheduled booking;
  8. Delivery charge dispute;
  9. Corporate user misuse;
  10. Wrong passenger or trip reference.

Corporate clients must submit invoice disputes within seven (7) days from the invoice date unless a separate written agreement states otherwise.

Undisputed invoice amounts must still be paid on time.

Zuri Ride may suspend corporate accounts with repeated unpaid invoices, excessive disputes, suspicious usage, or overdue balances.

22. Prepaid Packages and Wallet Balances

Where Zuri Ride offers prepaid balances, wallet credits, ride packages, corporate deposits, or monthly transport bundles, refund rules may depend on the package terms.

Unless otherwise stated:

  1. Used portions are non-refundable;
  2. Expired credits may not be refundable;
  3. Promotional credits are not cash refundable;
  4. Wallet balances may be refunded only after verification;
  5. Corporate deposits may be used to offset unpaid invoices;
  6. Refunds may be reduced by valid outstanding charges.

Zuri Ride may decline refund requests for abused, fraudulently obtained, transferred, or manipulated wallet credits.

23. Refund Request Deadline

Refund requests must be submitted within forty-eight (48) hours after the ride, delivery, cancellation, payment issue, or disputed charge.

Zuri Ride may reject late refund requests unless the customer provides a valid reason for the delay.

For corporate invoices, disputes must be submitted within seven (7) days from the invoice date unless a separate agreement states otherwise.

24. How to Request a Refund

To request a refund, the customer must contact Zuri Ride through official support channels.

A refund request should include:

  1. Full name;
  2. Phone number used for booking;
  3. Email address, where applicable;
  4. Trip or delivery reference;
  5. Date and time of service;
  6. Driver name or vehicle details, if available;
  7. Payment method;
  8. Payment proof or transaction ID;
  9. Reason for refund;
  10. Supporting screenshots, photos, or evidence;
  11. Corporate invoice number, where applicable.

Incomplete refund requests may delay review or lead to rejection.

25. Refund Review Process

After receiving a refund request, Zuri Ride may review:

  1. Trip records;
  2. GPS records;
  3. Driver records;
  4. Customer statements;
  5. Payment records;
  6. Mobile money transaction proof;
  7. App logs;
  8. Support messages;
  9. Delivery records;
  10. Call records where available;
  11. Photos or screenshots submitted;
  12. Corporate invoice records;
  13. Any other relevant evidence.

Zuri Ride may contact the customer, driver, sender, recipient, payment provider, or corporate account representative during review.

Zuri Ride’s decision will be based on available evidence and this Policy.

26. Refund Method

Approved refunds may be processed through:

  1. Original payment method;
  2. Mobile money;
  3. Bank transfer;
  4. Card reversal;
  5. Zuri Ride wallet credit;
  6. Corporate invoice adjustment;
  7. Discount voucher;
  8. Any other method approved by Zuri Ride.

Where the original payment method is unavailable, failed, expired, or not practical, Zuri Ride may use an alternative refund method.

Zuri Ride may require identity verification before processing refunds.

27. Refund Processing Time

Approved refunds will be processed within a reasonable period after review and approval.

Processing times may vary depending on:

  1. Payment method;
  2. Mobile money provider;
  3. Bank processing time;
  4. Card network processing time;
  5. Corporate invoice cycle;
  6. Verification requirements;
  7. Public holidays;
  8. Third-party payment delays.

Zuri Ride is not responsible for delays caused by banks, telecom companies, mobile money providers, card networks, or payment processors.

28. Outstanding Balances and Set-Off

Where a customer has an unpaid balance, unpaid cancellation fee, unpaid ride fare, corporate invoice, delivery charge, damage fee, or other valid amount owed to Zuri Ride, Zuri Ride may offset an approved refund against that outstanding balance.

For example, if a customer qualifies for a refund but also owes Zuri Ride for a previous unpaid trip, Zuri Ride may deduct the unpaid amount and refund only the remaining balance.

29. Abuse of Refund Policy

Zuri Ride reserves the right to deny refund requests and restrict accounts where refund abuse is suspected.

Refund abuse may include:

  1. Repeated false refund claims;
  2. Fake payment screenshots;
  3. False driver complaints;
  4. Claiming completed trips were not completed;
  5. Repeated no-shows followed by refund requests;
  6. Misusing promotions;
  7. Creating multiple accounts to obtain refunds;
  8. Disputing valid charges dishonestly;
  9. Sending prohibited items and requesting refunds;
  10. Coordinating false claims with drivers or third parties.

Where abuse is suspected, Zuri Ride may:

  1. Deny the refund;
  2. Suspend the account;
  3. Terminate the account;
  4. Cancel promotions;
  5. Hold future bookings;
  6. Require upfront payment;
  7. Report fraud to relevant authorities where necessary.

30. Safety-Related Refunds

Where a passenger reports a serious safety issue, harassment, threat, assault, reckless driving, or driver misconduct, Zuri Ride may investigate the matter urgently.

Depending on the outcome, Zuri Ride may:

  1. Issue a refund;
  2. Issue partial credit;
  3. Suspend the driver;
  4. Escalate the incident;
  5. Cooperate with lawful authorities;
  6. Refuse refund if the claim is unsupported or false.

Safety-related refunds do not limit Zuri Ride’s right to take separate safety, legal, or disciplinary action.

31. Vehicle Cleanliness, Comfort, and Service Quality

Zuri Ride aims to provide a clean and professional experience.

A fare adjustment may be considered where there is a serious verified service quality issue, such as:

  1. Vehicle condition materially below expected standard;
  2. Driver conduct materially below professional standard;
  3. Wrong vehicle category assigned;
  4. Serious cleanliness issue;
  5. Major failure to follow confirmed booking instructions.

However, refunds may not be issued for minor discomfort, subjective preference, normal traffic inconvenience, weather-related inconvenience, or expectations not confirmed in the booking.

32. Cleaning and Damage Fees

If a passenger damages a vehicle, causes excessive dirt, spills food or drinks, vomits, breaks vehicle parts, damages seats, damages door handles, or causes other cleaning or repair costs, Zuri Ride may charge a cleaning or damage fee.

Such fees are generally non-refundable where supported by evidence.

Zuri Ride may review disputes over damage or cleaning fees if the customer submits evidence within forty-eight (48) hours.

33. Third-Party Payment Providers

Zuri Ride may use third-party payment providers, including mobile money providers, card processors, banks, payment gateways, and wallet providers.

Zuri Ride is not responsible for failures, reversals, delays, service downtime, incorrect deductions, or settlement delays caused by third-party providers.

However, where a customer provides valid proof of payment, Zuri Ride may assist in tracing or confirming the transaction.

Refunds related to third-party payment failures may only be processed after confirmation.

34. Data Used for Refund Review

To review refund requests, Zuri Ride may process personal data and transaction data, including:

  1. Name;
  2. Phone number;
  3. Email address;
  4. Trip history;
  5. Pickup and drop-off details;
  6. GPS location records;
  7. Payment records;
  8. Driver details;
  9. Support messages;
  10. Call records where available;
  11. Delivery information;
  12. Photos or screenshots submitted by the customer;
  13. Corporate billing records.

This data is used only for support, dispute resolution, fraud prevention, payment verification, safety, compliance, and service improvement.

Zuri Ride will handle personal data according to its Privacy Policy and applicable data protection laws.

35. Chargebacks and Payment Disputes

If a customer files a chargeback, mobile money reversal, bank dispute, or payment dispute for a valid charge, Zuri Ride may suspend the customer’s account while the matter is reviewed.

If the chargeback is found to be improper or fraudulent, Zuri Ride may:

  1. Recover the amount;
  2. Restrict the account;
  3. Deny future bookings;
  4. Cancel promotions;
  5. Require upfront payment;
  6. Take lawful recovery action.

Customers should contact Zuri Ride support before filing external disputes so that the issue can be reviewed quickly.

36. Force Majeure

Zuri Ride shall not be liable for refunds, delays, failed service, or non-performance caused by events beyond reasonable control, including:

  1. Heavy traffic;
  2. Severe weather;
  3. Road closures;
  4. Fuel shortages;
  5. Public protests;
  6. Security incidents;
  7. Government restrictions;
  8. Police operations;
  9. Natural disasters;
  10. Telecom outages;
  11. Power failures;
  12. Internet outages;
  13. Payment system failure;
  14. Epidemics;
  15. War, riots, or civil disturbance;
  16. Any event outside Zuri Ride’s reasonable control.

Zuri Ride may still choose to issue goodwill credits in exceptional cases, but such credits are discretionary.

37. Policy Changes

Zuri Ride may update this Refund & Cancellation Policy from time to time.

Updates may be published through:

  1. Zuri Ride website;
  2. Zuri Ride app;
  3. Email;
  4. SMS;
  5. Push notification;
  6. In-app notice;
  7. Customer support channels.

Continued use of Zuri Ride services after the updated Policy is published means the customer accepts the updated Policy.

38. Contact for Refund Requests

For refund-related questions, payment issues, failed payments, duplicate charges, cancellation disputes, or delivery refund requests, contact Zuri Ride through the official support channels below:

Zuri Ride™
Email: info@zuriride.com
Phone: +256 700 926254
Website: https://zuriride.com

When contacting support, include your trip reference, delivery reference, payment proof, phone number, and a clear explanation of the issue.

39. Customer Acknowledgment

By booking a ride, requesting a delivery, making payment, using the Zuri Ride app, using the Zuri Ride website, or contacting Zuri Ride support, you confirm that:

  1. You have read this Refund & Cancellation Policy;
  2. You understand that refunds are not automatic;
  3. You agree that Zuri Ride may review available evidence before approving or rejecting a refund;
  4. You agree to submit refund requests within the required time;
  5. You agree not to submit false or abusive refund claims;
  6. You accept that valid cancellation fees, waiting fees, delivery fees, and completed service charges may be non-refundable.

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