1. What this policy covers
This policy applies to orders, errands and deliveries placed through the Ntumai app, website or marketplace. It sits alongside our Terms of Use. Ntumai is a technology platform connecting you with independent vendors and taskers, and this policy explains when Ntumai will refund you and when a claim rests with the vendor.
2. Cancelling an order
You can cancel free of charge at any point before a vendor or tasker accepts your order. Once accepted, a cancellation fee may apply to cover time, travel and any items already purchased or prepared on your behalf. Once an errand item has been bought for you, or food preparation has started, the order can no longer be cancelled free of charge.
3. When you are entitled to a refund
A refund is due where the order never arrives, where the wrong item is delivered, where items are missing from what you paid for, where food arrives in an unsafe or unusable condition, where you were charged twice for the same order, or where a payment was taken but the order was never created. Refunds are assessed case by case and may require a photo or a short description of the problem.
4. When a refund is not due
We generally cannot refund orders where the delivery address or phone number you gave was wrong or unreachable, where nobody was available to receive the order after the tasker waited the agreed time, where a change of mind is raised after the order has been delivered, or where a claim is raised more than 48 hours after delivery. Delivery fees are not refunded where the delivery was completed as requested.
5. How to claim
Open the order in the Ntumai app and tap “Help”, or contact support through the website within 48 hours of the delivery. Give us the order number and a short description of what went wrong. Our local support team reviews claims and responds within one business day; most straightforward claims are resolved the same day.
6. How refunds are paid
Refunds are returned to the original payment method — the mobile money wallet, card or Ntumai wallet you paid from. Where the original method can no longer receive funds, we refund to your Ntumai wallet balance. We do not issue refunds in cash and we cannot refund to a third party's account.
7. How long refunds take
Once approved, refunds are issued within 1 business day on our side. Mobile money refunds usually land within 24 hours. Card refunds are controlled by your bank and typically take 5 to 10 business days to appear on your statement. Ntumai wallet credit is available immediately.
8. Vendors and taskers
Where a refund results from a vendor or tasker error, the cost may be recovered from that partner's payout under the partner terms agreed at onboarding. Partners can dispute a deduction through vendor or tasker support within 7 days of the payout statement.
9. Contact us
Questions about a refund? Email support@ntumai.com with your order number, or contact us from the app or website. If you are unhappy with a decision you can ask for it to be escalated to a supervisor.