Moov App - Refund Policy

Last updated: 11-Sep-2024

At Moov, we strive to ensure customer satisfaction by providing a seamless experience with our delivery services. However, we understand that there may be instances where refunds are necessary. Below is our refund policy, which applies to orders placed through the Moov app.

1. General Refund Conditions

1.1. Refunds may be granted under specific conditions such as incorrect orders, missing items, damaged goods, or failure of delivery.
1.2. All refund requests must be submitted within 24 hours of receiving the order.
1.3. Refunds will only be processed through the original payment method used at the time of purchase.

2. Eligibility for Refunds

Refunds will be considered under the following circumstances:

• Incorrect Orders: If you receive an item that differs from what you ordered, you may be eligible for a refund. Please provide evidence (e.g., photos) when submitting your request.
• Missing Items: If your order is missing items, we will process a partial refund based on the value of the missing items.
• Damaged or Spoiled Items: If you receive damaged, spoiled, or substandard items, you may be eligible for a full or partial refund depending on the situation.
• Failed Delivery: If your order is not delivered due to a failure on the part of Moov or the merchant, you are eligible for a full refund.

3. Non-Refundable Cases

Refunds will not be provided in the following cases:

• Change of Mind: If you change your mind after placing an order, you may not be eligible for a refund.
• Incorrect Delivery Address: If the order was not delivered due to an incorrect or incomplete address provided by the customer, no refund will be issued.
• Late Delivery: While we strive to deliver orders in a timely manner, delivery delays due to factors such as traffic, weather, or high demand do not qualify for refunds.

4. Refund Process

4.1. To initiate a refund request, contact our customer support team through the app or email at [Insert Contact Email] with the order details and a description of the issue.
4.2. Moov will review your request and respond within 3-5 business days.
4.3. If your refund request is approved, the refund will be processed and credited to your original payment method within 7-10 business days.

5. Partial Refunds

In cases where only part of your order is incorrect or missing, Moov may issue a partial refund. The amount refunded will correspond to the value of the affected items.

6. Refund for Canceled Orders

6.1. Orders can be canceled within a limited window of time after placing the order. Once the merchant has accepted and started preparing the order, cancellation may not be possible, and a refund may not be granted.
6.2. If the order is canceled before preparation, you will be eligible for a full refund.

7. Third-Party Payment Processing

In case of refunds made through third-party payment processors (e.g., credit card companies, digital wallets), processing times may vary depending on the payment provider’s policies. Moov is not responsible for delays caused by third-party payment processors.

8. Disputes

If you are unsatisfied with the resolution of your refund request, you may escalate the issue to our customer service management team for further review.

9. Contact Information

For further questions or concerns regarding refunds, please contact us at:
Email: info@moov.delivery