Refund Policy

This policy applies to every payment made on Mboago, via Stripe (bank card), Flutterwave (mobile money) or PayPal, and forms part of our terms of service.

Refunds are always issued to the original payment method and, in principle, to the person who paid. We never refund to a different account, card or mobile-money number than the one used for the order.

You are entitled to a full or partial refund in any of the following situations:

• the order was paid but never delivered, or the delivery fails without the recipient being at fault;
• the order was cancelled before a driver started buying or collecting the items;
• the items delivered are different from what was ordered, or clearly damaged or expired at the moment of the hand-over;
• an item announced as available was finally unavailable, and you refuse the replacement we proposed;
• you were charged twice for the same order, or charged an amount higher than the total displayed;
• a delivery was recorded as completed although the recipient never received the order.

A refund is not granted when:

• you simply change your mind after a driver has already bought the items;
• the delivery failed because the address, the locality or the recipient's phone number you provided was wrong or incomplete;
• nobody was reachable at the delivery point after the driver's reasonable attempts, and the order had to be returned;
• the order contained an item that must be consumed quickly (fresh food, prepared meal, medicine) and it was handed over and accepted;
• the item was ordered against a professional advice, or the order concerns a restricted product that we are entitled to refuse.

In the third case, the purchase price of the items may be refunded while the delivery fee is kept, since the trip was actually made for you.

You can cancel free of charge as long as the order is still waiting for a driver: the amount paid is refunded in full.

Once a driver has started buying or collecting, cancellation becomes a refund request: we refund what can be recovered and tell you precisely what is retained and why. An order under fraud review may be cancelled at any time before it is prepared, with a full refund.

Depending on the situation, the refund covers:

• the full amount paid — items and delivery fee — when nothing was delivered or the order was cancelled in time;
• the price of the affected items when only part of the order is concerned (one missing product in a pack, for instance);
• the delivery fee when the delivery itself failed through our fault or the driver's;
• a partial amount when part of the purchase is non-recoverable, and we show you the detail before validating the refund.

Refunds are calculated in the currency of the original payment. Any conversion difference applied by the bank or the provider is outside our control.

Write to us from the order, in the app (support conversation) or from the contact details on our website, within 7 days of the expected delivery date. A request sent after that period remains possible, but is examined case by case.

Please include:

• the order reference;
• what went wrong, in a few lines;
• the evidence you have — a photo of the delivered items, the record of the delivery, a screenshot of the double charge;
• the payment method and the date of payment.

We acknowledge every request and give you an answer within 3 business days. If we need more information, we ask for it once, clearly.

Once the refund is approved, it is sent to the original payment method. The time it takes to appear depends on the provider:

• PayPal: refunded to your PayPal balance, usually within 3 to 5 business days, and visible in your PayPal activity straight away;
• Bank card (Stripe): 5 to 10 business days, depending on your bank's own processing;
• Mobile money (Flutterwave): 1 to 3 business days, once the operator has processed the reversal.

We send you a confirmation as soon as the refund is issued, with the amount and the reference, so you can follow it up with your provider if needed.

When a delivery cannot be completed, the driver records it in the app with the reason, and our team contacts you. If a return is possible and you want it, we organise it; otherwise we agree together on a refund or on a new attempt.

Perishable goods and medicines cannot always be returned once collected — that constraint is explained to you before we validate the outcome, and it never removes your right to a refund when the fault is ours.

If you disagree with our answer, tell us: a disputed refund can be reviewed by a second person on our team.

To open a dispute with your payment provider, prefer the official process of that provider rather than a chargeback launched first. With PayPal, this means the Resolution Centre; with a card, the dispute process of your bank. We answer every request from PayPal, Stripe or Flutterwave within the deadlines they set, and we provide the delivery records we hold.

A proven chargeback abuse — asking a provider to reverse a delivery that was documented as completed — may lead to the closure of the account.

A refund request, a question about an amount, a payment that looks wrong: write to us from the support conversation of the app, or using the contact details published on our website, and mention the order reference so we can answer faster.