Refund Policy

Understanding our refund process and your rights

Effective Date: May 2, 2026

Refund policy applicability

Country coverage: Country coverage follows the public market status and country-pack registry.

Entities: Default contracting entity is TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda, unless an approved country-pack annex names a local Twendex or partner entity for that market.

Product lines: Bookings, cancellations, payment reversals, failed payments, disputes, and refunds for supported payment rails and products.

Channels: Website/PWA, admin/support, WhatsApp, USSD, and API surfaces where the relevant market pack enables the channel for the requested product.

Framework: Uganda law and courts are the default governing framework unless a signed country-pack annex or mandatory local consumer, transport, privacy, or payment law applies for the market.

Support and regulator path: Start with Twendex support at support@twendex.com or WhatsApp +256 770 616 744 (text only). Regulator or authority paths follow the applicable market annex and mandatory local law.

Effective date: May 2, 2026

View public market launch status

This Refund Policy explains when and how refunds may apply to Twendex logistics, passenger transport, and payment flows. Refund eligibility, payment reversal timing, regulator escalation, and evidence requirements may differ where the applicable country-pack annex or mandatory local law says so.

Eligible Refund Scenarios

You may be eligible for a refund in the following situations: Service not provided: If we fail to provide the delivery service you paid for, Significant delays: Delays beyond our promised delivery timeframe due to our fault, Lost packages: If your package is lost while in our care, Damaged packages: If your package is damaged due to our handling, Billing errors: If you were charged incorrectly, Cancelled orders: Orders cancelled before pickup (subject to timing restrictions).

Refund Process & Timeline

How to request a refund: Contact our customer support within 30 days of the incident, Provide your tracking number and order details, Describe the issue and attach any relevant documentation, Our team will investigate your claim, You'll receive a decision within 5-7 business days. Refund processing times: Mobile money: 1-3 business days, Bank transfer: 3-5 business days, Credit card: 5-10 business days.

Refund Methods

Refunds are processed through the original payment rail where that rail supports refunds. If the original payment rail, currency, wallet, bank, or card route is unavailable, Twendex support will confirm the alternative and any identity, regulator, or evidence requirements before processing.

Non-Refundable Situations

Please note that refunds may not be available in the following situations: Delays caused by incorrect recipient information provided by you, Delays due to weather conditions or force majeure events, Refusal of delivery by the recipient, Package contents not suitable for shipping (prohibited items), Requests made more than 30 days after the incident, Services already successfully completed.

Dispute Resolution Process

Filing a Dispute

If you are not satisfied with a shipment or service, you can file a dispute:

Disputes must be filed within 7 days of delivery or incident
Provide detailed description of the issue
Attach supporting evidence (photos, documents, tracking information)
Specify the resolution you are seeking (refund, replacement, compensation)

Investigation Timeline

Initial Review: Within 24 hours of filing
Carrier Response: Carrier has 48 hours to respond
Investigation Period: 5-10 business days for review
Resolution: Decision communicated within 2 business days after investigation

Resolution Outcomes

Approved: Refund or compensation processed within 5-7 business days
Rejected: Dispute dismissed with explanation
Partial Resolution: Partial refund or credit based on findings
Escalated: Complex cases may require additional review or mediation

Appeal Process

If you disagree with a dispute resolution:

Submit an appeal within 14 days of the decision
Provide additional evidence or clarification
Appeals are reviewed by senior management
Final decision provided within 10 business days

Contact Us

If you need to request a refund or have questions about this policy, please contact our customer support:

Contact Support File a Dispute