Sera ya Rudi

Kuelewa mchakato wetu wa rudi na haki zako

Tarehe ya Kuanza: 2 Mei 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.

Hali za Rudi Zinazostahili

Unaweza kuwa na haki ya rudi katika hali zifuatazo: Huduma haijatolewa: Ikiwa hatukutoa huduma ya uwasilishaji uliyolipa, Ucheleweshaji mkubwa: Ucheleweshaji zaidi ya muda wetu wa uwasilishaji unaohakikishwa kutokana na makosa yetu, Vifurushi vilivyopotea: Ikiwa kifurushi chako kimepotea wakati kiko chini ya ulinzi wetu, Vifurushi vilivyoharibiwa: Ikiwa kifurushi chako kimeharibiwa kutokana na utunzaji wetu, Makosa ya bili: Ikiwa umelipwa vibaya, Maagizo yaliyofutwa: Maagizo yaliyofutwa kabla ya kuchukua (kwa kuzingatia vikwazo vya muda).

Mchakato na Muda wa Rudi

Jinsi ya kuomba rudi: Wasiliana na msaada wa wateja wetu ndani ya siku 30 za tukio, Toa nambari yako ya kufuatilia na maelezo ya agizo, Eleza tatizo na ambatanisha hati zozote zinazofaa, Timu yetu itachunguza madai yako, Utapokea uamuzi ndani ya siku 5-7 za kazi. Muda wa kuchakata rudi: Pesa za simu: Siku 1-3 za kazi, Uhamishaji wa benki: Siku 3-5 za kazi, Kadi ya mkopo: Siku 5-10 za kazi.

Njia za Rudi

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.

Hali Zisizo za Rudi

Tafadhali kumbuka kuwa rudi zinaweza kutokuwapo katika hali zifuatazo: Ucheleweshaji unaosababishwa na taarifa zisizo sahihi za mpokeaji ulizotoa, Ucheleweshaji kutokana na hali ya hewa au matukio ya nguvu kubwa, Kukataa uwasilishaji na mpokeaji, Maudhui ya kifurushi yasiyofaa kwa usafirishaji (vitu vilivyopigwa marufuku), Maombi yaliyotolewa zaidi ya siku 30 baada ya tukio, Huduma zilizokamilika kwa mafanikio.

Mzozo Resolution Process

Filing a Mzozo

If you are not satisfied with a Usafirishaji or service, you can file a Mzozo:

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

Investigation Timeline

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

Resolution Outcomes

Imeidhinishwa: Refund or compensation processed within 5-7 business days
Imekataliwa: Mzozo 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 Mzozo resolution:

Wasilisha 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

Wasiliana Nasi

Ikiwa unahitaji kuomba rudi au una maswali kuhusu sera hii, tafadhali wasiliana na msaada wa wateja wetu:

Barua pepe: support@twendex.com
WhatsApp tu (maandishi pekee): +256 770 616 744
Masaa: Jumatatu - Jumamosi, 8AM - 6PM EAT

Contact Support File a Dispute