This Refund Policy explains the terms and conditions under which MeRyder ("Company", "We", "Us", or "Our") may provide refunds or compensation for goods transported through Our delivery Service.
By using Our Service, You agree to be bound by this Refund Policy. If You do not agree with any part of this Refund Policy, You should not use Our Service.
1. General Policy
MeRyder is a delivery and logistics company. We act solely as a transporter of goods between pickup and delivery locations. We do not manufacture, sell, or warrant the quality of the goods being transported. All goods are transported at the risk of the sender or receiver as described in this policy.
Once goods are delivered and accepted by the receiver, the delivery is considered complete. We do not offer refunds for delivery fees or compensation for goods after delivery has been completed, except as expressly stated in this policy.
2. Damage Claims
We take great care in handling all packages during transportation. However, in the event that goods are damaged while in Our possession, the following conditions apply:
2.1 Sealed Packages (Not Inspected by Us)
If a package is sealed, closed, wrapped, or otherwise secured at the time of pickup and We have not been directed or authorized to open and inspect the contents, MeRyder is not responsible or liable for any damage to the items inside such sealed packages.
This is because We cannot verify the condition of the items at the time of pickup or confirm whether the damage occurred before, during, or after transportation. All sealed goods transported without inspection are done so at the sole risk of the sender and/or receiver.
2.2 Inspected Packages (Verified by Us)
If You direct or authorize Us to inspect the contents of a package before transportation, and Our representative verifies and documents the condition of the items at pickup, MeRyder will be responsible for damage caused by Us during transportation.
In such cases, the following conditions must be met for a damage claim to be considered:
- The inspection and condition of the items must be documented by Our representative at the time of pickup.
- The damage must be reported to Us within 24 hours of delivery.
- Photographic evidence of the damage and the packaging must be provided.
- The damage must be directly attributable to Our handling or transportation of the goods.
2.3 Damage Assessment
If a damage claim is accepted under Section 2.2, We will assess the value of the damaged goods. Compensation will be determined based on:
- The documented condition and estimated value of the items at the time of pickup.
- The extent of the damage caused during transportation.
- Any applicable maximum liability limits set forth in Our Terms and Conditions.
Compensation for accepted damage claims will be paid at Our discretion, either as a monetary refund or credit toward future deliveries.
3. Non-Refundable Situations
We do not provide refunds or compensation in the following situations:
- Delivered Goods: Once goods have been delivered and accepted by the receiver, no refunds or compensation will be provided.
- Sealed Packages: Any damage to items inside sealed packages that We did not inspect before transportation.
- Pre-existing Damage: Damage that existed before the goods were picked up by Us.
- Improper Packaging: Damage resulting from inadequate, improper, or insufficient packaging by the sender.
- Fragile Items: Damage to fragile, perishable, or sensitive items that were not declared as such at the time of booking.
- Prohibited Items: Damage to or loss of items that are prohibited by law or by Our Terms and Conditions.
- Acts of God: Damage caused by natural disasters, accidents, weather conditions, or other events beyond Our reasonable control.
- Third-Party Actions: Damage caused by the actions of third parties not under Our control, including customs inspections, law enforcement, or other authorities.
- Late Delivery: We do not provide refunds for delayed deliveries unless a guaranteed delivery time was agreed upon in writing at the time of booking.
- Change of Mind: We do not provide refunds if the sender or receiver changes their mind about using Our Service after the goods have been picked up.
4. Delivery Fees
Delivery fees are non-refundable once a delivery has been initiated (i.e., once Our rider has been dispatched or has picked up the goods), except in the following circumstances:
- Service Failure: If We fail to attempt delivery of the goods to the specified delivery address for reasons within Our control.
- Cancellation Before Pickup: If the sender cancels the delivery before Our rider has arrived at the pickup location.
If a delivery is cancelled after Our rider has arrived at the pickup location or after the goods have been picked up, no refund of the delivery fee will be provided.
5. Lost Packages
If a package is lost while in Our possession, We will investigate the matter. If the package is determined to be lost due to Our negligence, compensation may be provided subject to the following conditions:
- The package was inspected and documented by Us at the time of pickup.
- The sender provides proof of the value of the lost items.
- Any applicable maximum liability limits set forth in Our Terms and Conditions apply.
For sealed packages that were not inspected by Us, We are not liable for the value of the contents if the package is lost, as We cannot verify what was inside the package at the time of pickup.
6. How to File a Claim
To file a damage or loss claim, You must contact Us within the specified timeframes using the contact information provided below. Your claim should include:
- Your name and contact information.
- The delivery tracking or order number.
- A detailed description of the issue.
- Photographic evidence of any damage.
- Any documentation showing the value of the goods.
We will review Your claim and respond within 7 business days. If additional investigation is required, We will inform You of the expected timeframe for resolution.
7. Maximum Liability
Unless otherwise agreed in writing, Our maximum liability for any accepted damage or loss claim shall not exceed the value declared and documented at the time of pickup, or the applicable limit set forth in Our Terms and Conditions, whichever is lower.
8. Subscriptions and In-App Purchases
Refunds for subscription plans or in-app purchases are governed by Our Terms and Conditions and applicable law. Subscription fees are non-refundable for the current billing cycle once the billing period has begun. You may cancel Your subscription at any time to prevent future charges.
9. Changes to This Refund Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. We will update the "Last updated" date at the top of this policy. Your continued use of the Service after any changes constitutes Your acceptance of the updated Refund Policy.
10. Contact Us
If You have any questions about this Refund Policy or wish to file a claim, You can contact Us:
- By email: support@meryder.com
- By visiting this page on Our Website: https://meryder.com/contact
- By phone number: +233 59 438 4935