Refund Policy
At Urbanese, we strive to provide our users with the best possible service. This Refund Policy outlines the circumstances under which refunds will be issued, as well as the procedures for requesting a refund.
1. General Refund Policy
Refunds for services and products provided through the Urbanese platform are subject to the following conditions:
•Eligibility for Refunds: Refunds may be issued only under the conditions specified in this policy. Refund requests must be made within a certain period after the order or service is completed (usually within 7-14 days).
•Non-Refundable Items: Certain items and services, including but not limited to custom services, non-returnable goods, or digital products, may not be eligible for a refund.
•Discretionary Refunds: Refunds are not guaranteed and will be issued at the sole discretion of Urbanese, subject to the conditions outlined in this policy.
2. Refunds for Customers (Urbanese – Customer App)
Refunds for customers who use the Urbanese Customer App (for ordering food, groceries, medicines, or other services) may be requested under the following circumstances:
•Order Cancellation by Customer: If you wish to cancel an order after placing it, you may be eligible for a full or partial refund depending on the timing of the cancellation. Refunds will be processed based on the status of the
order (e.g., if the item has already been dispatched or delivered, a refund may not be possible).
•Product Issues or Incorrect Orders: If the items you receive are incorrect, damaged, or of unsatisfactory quality, you may request a refund or a replacement. You must notify Urbanese within a specified time period after
receiving the order.
•Service Non-Performance: If services, such as delivery or other related services, are not performed as expected or are delayed significantly, you may be eligible for a refund. Refunds will be considered based on the specific
circumstances of the service failure.
3. Refunds for Vendors (Urbanese Seller Central – Vendor App)
Vendors on the Urbanese platform are expected to maintain the quality of their products and services. If a customer requests a refund due to an issue with a product or service, the vendor must adhere to the following guidelines:
•Product Quality and Service Issues: Vendors must issue refunds or offer replacements for defective, damaged, or unsatisfactory products/services.
•Order Cancellations: If a customer cancels an order before fulfillment, vendors may be required to refund the full amount depending on the status of the order.
•Refund Process: Vendors must process refunds promptly and may be subject to penalties for failure to comply with the refund guidelines established by Urbanese.
4. Refunds for Riders (Urbanese Rider – Delivery & Mobility App)
Riders using the Urbanese Rider App may request refunds under the following circumstances:
•Payment Discrepancies: If there are discrepancies in payment, such as incorrect amounts paid or failure to receive the agreed-upon compensation, riders may request a refund.
•Service Failure: If a rider fails to complete a delivery due to reasons that are outside of their control (e.g., wrong address or item issues), they may be eligible for a refund or compensation.
5. Requesting a Refund
To request a refund, please follow these steps:
•Contact Urbanese Support: You must contact Urbanese customer support through the app or website within the specified refund request period. Provide details such as the order number, reason for the refund, and any
supporting documentation or evidence (e.g., photos of damaged goods).
•Refund Assessment: Urbanese will assess your refund request and determine whether it meets the refund eligibility criteria. You will be notified about the outcome within a reasonable timeframe.
•Refund Method: If your refund request is approved, it will be processed to the original payment method or another method as determined by Urbanese. Please note that it may take several business days for the refund to be
reflected in your account, depending on the payment provider.
6. Exceptions and Limitations
•No Refund for Used Services: Services that have been fully or partially rendered (e.g., delivered items, completed tasks, etc.) may not be eligible for a refund.
•Charges Not Covered by Refunds: Any shipping charges, handling fees, or other additional fees may not be refunded unless otherwise specified.
•Third-Party Services: Urbanese is not responsible for refunds related to third-party services or products not directly offered through the platform.
7. Legal Compliance
Urbanese complies with all applicable consumer protection laws and regulations in the jurisdiction where it operates. This Refund Policy is subject to changes in legal requirements, and users will be notified of such changes in
accordance with the applicable laws.
