Refund Policy

When you can get money back and how to ask

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 page explains when you can get money back for a shipment or ride, how to ask, and what proof we may need.

When you can get a refund

You may get a refund if: we did not provide the service you paid for; we caused a major delay; your package was lost or damaged in our care; you were charged wrongly; or you cancelled before pickup within the allowed time.

How to ask and how long it takes

Contact support within 30 days with your tracking or booking number and what went wrong. We usually decide within 5–7 business days. Refunds to mobile money take 1–3 days; bank transfer 3–5 days; card 5–10 days.

How we pay you back

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.

When refunds may not apply

Refunds may not apply for wrong recipient details you gave, weather or events outside our control, recipient refusal, prohibited items, requests after 30 days, or services already completed successfully.

If you disagree

File a dispute within 7 days of delivery with photos and details. We review within 24 hours, ask the carrier to respond within 48 hours, and aim to finish investigation in 5–10 business days. You can appeal within 14 days if you disagree with the outcome.

Contact us

Need a refund or have questions?

Contact Support File a Dispute