Manufar mayar da kuɗi

Fahimtar tsarin dawo da kuɗin mu da haƙƙin ku

Kwanan Wata: Mayu 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.

Yanayin da suka cancanci maidowa kuɗi

Za ku iya cancantar maidowa kuɗi a waɗannan yanayi: idan ba mu ba da sabis ɗin isarwa da kuka biya ba, idan an samu babban jinkiri saboda kuskurenmu, idan fakitinku ya ɓace yayin da yake hannunmu, idan ya lalace saboda yadda muka kula da shi, idan an caje ku ba daidai ba, ko kuma idan an soke oda kafin ɗauka bisa ga ƙa'idodin lokaci.

Tsarin maidowa kuɗi da jadawali

Don neman maidowa kuɗi, tuntubi tallafin abokin ciniki cikin kwanaki 30 daga ranar lamarin, ku ba da lambar bin diddigi da bayanan oda, ku bayyana matsalar kuma ku haɗa takardun da suka dace. Ƙungiyarmu za ta binciki da'awarku kuma za ku sami hukunci cikin kwanakin aiki 5 zuwa 7. Lokacin sarrafa maidowa shi ne kwanaki 1 zuwa 3 na aiki don kuɗin wayar hannu, 3 zuwa 5 na aiki don canja wurin banki, da 5 zuwa 10 na aiki don katin bashi.

Hanyoyin maidowa kuɗi

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.

Yanayin da ba a maidowa kuɗi

Da fatan za a lura cewa wataƙila ba a bayar da maidowa kuɗi a waɗannan yanayi: jinkiri saboda kuskuren bayanin mai karɓa da kuka bayar, jinkiri saboda yanayin yanayi ko wasu abubuwan da suka fi ƙarfinmu, kin karɓar isarwa daga mai karɓa, abin da ke cikin fakiti bai dace da jigila ba, an gabatar da buƙata fiye da kwanaki 30 bayan lamarin, ko kuma sabis ɗin ya riga ya kammala cikin nasara.

Tsarin warware ƙorafi

Shigar da ƙorafi

Idan ba ku gamsu da kaya ko sabis ba, kuna iya shigar da ƙorafi:

Dole a shigar da rikici cikin kwanaki 7 bayan isarwa ko faruwar lamarin
Ku bayar da cikakken bayani game da matsalar
Ku haɗa hujjoji masu goyon baya kamar hotuna, takardu da bayanan bin diddigi
Ku fayyace irin mafitar da kuke nema kamar mayar da kuɗi, maye gurbi ko diyya

Jadawalin bincike

Bincike na farko: Cikin sa'o'i 24 bayan shigarwa
Amsar mai ɗaukar kaya: Mai ɗaukar kaya yana da sa'o'i 48 don amsawa
Lokacin bincike: Kwanakin aiki 5 zuwa 10 domin nazari
Hukunci: Ana sanar da hukunci cikin kwanakin aiki 2 bayan an gama bincike

Sakamakon warwarewa

An amince: Ana sarrafa mayar da kuɗi ko diyya cikin kwanakin aiki 5 zuwa 7
An ƙi: Ana rufe ƙorafin tare da bayani
Warwarewa ta ɓangare: Ana iya ba da wani ɓangare na mayar da kuɗi ko kiredit bisa sakamakon bincike
An ɗaga sama: Matsaloli masu rikitarwa na iya buƙatar ƙarin nazari ko sulhu

Tsarin daukaka ƙara

Idan ba ku yarda da sakamakon ƙorafi ba:

Ku shigar da daukaka ƙara cikin kwanaki 14 daga ranar hukunci
Ku kawo ƙarin hujja ko karin haske
Manyan masu gudanarwa ne ke nazarin daukaka ƙara
Ana bayar da hukuncin ƙarshe cikin kwanakin aiki 10

Tuntube Mu

Idan kuna buƙatar neman maida kuɗi ko kuna da tambayoyi game da wannan manufar, da fatan za a tuntuɓi tallafin abokin ciniki:

Imel: Taimako@twendex.com
WhatsApp kawai (saƙo kawai): +256 770 616 744
Awanni: Litinin - Asabar, 8 na safe - 6 na yamma CI

Contact Support File a Dispute