Refund Policy

Selam Ride Uganda is committed to fair and transparent refunds. This policy governs when and how refunds are issued for ride and delivery services.

1. Eligibility for Refunds

You may be eligible for a full or partial refund in the following circumstances:

• You were charged for a trip you did not take
• The driver cancelled after you confirmed the booking
• You were overcharged due to a technical error
• The driver took a significantly longer route without justification
• You cancelled within the free cancellation period
• Your delivery was not completed but you were charged
• An item in a delivery order was missing or incorrect

2. Non-Refundable Situations

• Cancellations outside the free cancellation window
• No-show by the rider after the driver arrived
• Change of mind after trip completion
• Delays caused by traffic or road conditions outside driver control
• Promo codes applied in error

3. Refund Process

To request a refund:

1. Open the Selam Ride app and go to Trip History
2. Select the relevant trip and tap "Report an Issue"
3. Select "Refund Request" and provide details
4. Our team will review within 24–48 hours

Alternatively, contact us via WhatsApp or email at info.selamrideuganda@gmail.com.

4. Refund Timelines

• Selam Ride Wallet: Immediate (within minutes)
• Mobile Money: 1–3 business days
• Mobile Money refunds: 1–3 business days depending on your network provider
• Cash payments: Wallet credit issued; not refunded in cash

5. Disputes

If you disagree with our refund decision, you may escalate your complaint to info.selamrideuganda@gmail.com. We aim to resolve all disputes within 5 business days.

6. Contact

Refund enquiries: info.selamrideuganda@gmail.com
WhatsApp: +256 740 797 548