Refund policy

1. Cancelled Deliveries

We understand that plans change. Our cancellation rules are structured as follows:

• Before Rider Acceptance: You can cancel your dispatch request at any time before a rider accepts it without any charge.
• After Rider Acceptance: If you cancel after a rider has been matched and is en route to the pickup location, a cancellation fee may apply to compensate the rider for their time and fuel.
• Rider Cancellations: If a rider cancels the request or fails to show up, you will not be charged, and your payment will be fully refunded to your Ryder wallet or original payment method.

2. Damaged or Lost Parcels

In the rare event that a parcel is damaged or lost during transit while under a Ryder partner's custody:

• You must report the issue through the app or by contacting support within 24 hours of the delivery completion time.
• We will conduct an investigation using GPS logs and OTP handoff records.
• If the rider is found at fault, you may be eligible for compensation up to the maximum liability cap for the specific dispatch category.

3. Wallet Top-Ups

Funds added to your Ryder wallet are generally non-refundable and must be used for platform services. If an error occurs during a top-up transaction (e.g., double billing), please contact support immediately with your transaction receipt for a reversal.

4. Business Subscriptions

Business tier subscriptions (e.g., Starter, Pro) are billed on a recurring basis. You can cancel your subscription at any time from your billing dashboard. Cancellations take effect at the end of the current billing cycle. We do not provide prorated refunds for partial months of service.

5. How to Request a Refund

To request a refund or dispute a charge, navigate to the specific dispatch in your app history and tap "Report an Issue," or email our billing team directly at billing@rydernow.com.