Refund Policy

1. Overview

At Vyndrr Movers, we strive to ensure satisfaction for both customers and service providers. This refund policy outlines the circumstances under which refunds may be issued and the process for requesting them.

2. Customer Refunds

Customers may be eligible for refunds in the following situations:

• Service provider cancels the booking within 24 hours of scheduled service
• Service provider fails to show up for the scheduled service
• Service is significantly different from what was agreed upon
• Damage to property due to negligence by the service provider
• Service is cancelled by the customer more than 48 hours before scheduled time

3. Refund Process

To request a refund:

• Contact our support team within 48 hours of the incident
• Provide booking reference number and detailed explanation
• Submit any supporting evidence (photos, videos, receipts)
• Allow 3-5 business days for investigation
• Refunds are processed within 7-10 business days after approval

4. Partial Refunds

In cases where services are partially completed or minor issues occur, we may offer partial refunds based on the extent of service provided and the nature of the issue. The refund amount will be determined on a case-by-case basis.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Customer cancellation less than 24 hours before scheduled service
• Customer is not available at the scheduled time and location
• Services completed as agreed upon
• Minor delays due to traffic or weather conditions
• Customer dissatisfaction with completed work that meets agreed standards

6. Service Provider Compensation

Service providers will receive payment for completed services unless there are valid customer complaints that result in approved refunds. In such cases, the refund amount may be deducted from the service provider's earnings.

7. Dispute Resolution

If you disagree with a refund decision, you may appeal within 14 days of the initial decision. Appeals will be reviewed by our senior support team and a final decision will be made within 5 business days.

8. Contact Information

For refund requests or questions about this policy, please contact us at:
Email: refunds@vyndrr.app
Phone: +254 700 000 000
Support Hours: Monday - Friday, 8:00 AM - 6:00 PM EAT