Refund policy

When you are entitled to a refund

Undelivered, not as described, damaged, wrong charge, service not performed.

You are entitled to a refund when you paid for something and did not get it, or did not get what you were shown. That covers an order that never arrived, a ride that was not performed, an item that is not what the listing or the menu described, goods that arrived damaged, and a charge that does not match the receipt or the price quoted to you before you committed.

• An order, ride or inspection you paid for was never delivered or performed.
• What arrived is not what the listing, the menu or the product page described.
• Goods arrived damaged, spoiled or unusable.
• The amount charged does not match the receipt or the price shown before you committed.
• A grocery item was out of stock and billed anyway, or swapped without your approval.
• An inspection you ordered found that the item fails its category checklist.

An inspection that ends in a fail needs no case from you. The payment we are holding for that purchase returns to your wallet automatically. A neighbor-to-neighbor sale works differently. The contract there is between you and the seller, not with Afër. We can return money we are still holding, and we act on fraud and safety reports, but we cannot undo a private agreement between two people.

Deadlines

How long you have to raise it, per service.

You have 14 days to open a case. The clock starts at the order, the ride or the purchase, and it is the same 14 days for every service in the app. Open the case inside that window and the money stays put while we look at it. Open it later and the money may already have settled to the merchant, the driver or the seller, which makes it slower to move. A later claim is still read and still refunded where you are entitled to one, and settlement on its own is never a reason for us to decline.

• 14 days from the order, ride or purchase to open a case.
• No deadline at all on safety reports.
• No deadline while we are still holding money for the transaction.
• Three open refund requests per account at a time.

Once a case is open, safety gets an answer within the hour, day or night. Anything about a payment or a refund gets an answer the same business day. Everything else gets one business day. Those are the times we take to respond, not the time a refund takes to reach you. A decision usually lands in your wallet within minutes of being made.

How a refund is paid

Back the way you paid, and why card money goes back only to the card.

A refund goes back the way you paid. Paid from the wallet balance, it comes back to that balance, usually within minutes of the decision, whether you paid for a delivery, a ride, an inspection, or a purchase at a counter with the single-use QR code in the merchant app. Where an order was charged to your card directly, the refund goes back to that card.

The refund appears as its own entry in your wallet, itemized the way the original payment was, with any fee on its own line. Put it next to the receipt for the original charge and you can see exactly which lines came back and which did not. Nothing is refunded silently or folded into another number.

Money you put into the wallet cannot be withdrawn to a bank account and is never sent to another card. What you put in by card and have not spent can, on your request to support, be returned in whole or in part to the card it was paid with, as a refund of that card payment. From there the timing belongs to your bank, and we cannot speed up that leg. Nothing here affects the dispute rights you have with your card issuer. We never send a refund as cash, even where cash at the door is accepted.

Partial refunds and redelivery

When a partial amount or a replacement is the remedy instead.

A case ends one of three ways: money back, a replacement, or a written reason for declining. Whichever way it goes, the reason is written in the case where you can read it. We do not close a case in silence. A decline is still an answer you can act on, including by asking for the single review described further down this page.

A partial refund is the normal outcome when part of what you paid for was fine. If two items out of six were missing, those two come back and the other four stand. If a package arrived damaged but usable, we may return part of what you paid rather than all of it. The itemized receipt shows which lines were refunded and which were not.

A redelivery is the remedy when the thing itself is what you want, so the order goes out again instead of the money coming back. Tell us in the case which of the two you would rather have. When an inspection ends in a fail there is no remedy to choose: the held payment simply returns to your wallet.

Cancellations

Customer-side and merchant-side cancellation, and waiting fees for drivers.

Cancel early and there is nothing to unwind. Money that has not settled to a merchant, a driver or a seller comes straight back to your wallet. If a fee applies to a cancellation, you see it before it is taken and it appears on your receipt as its own line. We do not take a cancellation charge that was not shown to you first.

• The ride price is quoted for the exact trip before you request it.
• Adding a stop re-quotes the trip first, so the price never moves on its own.
• A waiting timer runs at pickup once the driver has arrived.
• When that timer runs out, the driver may cancel the trip as a no-show.
• The waiting fee stays with the driver in that case and is not refunded.

Restaurants and stores own their catalog, their prices and their availability, so an outlet can turn an order down or cancel one it had accepted. You are not left paying for it. The amount returns to your wallet, and the receipt records the cancellation. If the same outlet keeps doing it, tell us, because that is a problem with the outlet and we treat it as one.

Disputes and appeals

The case process, evidence, and the single review by a second agent.

Open a case from Help in the app and the order, ride or listing attaches itself. You can also use the form at afer.app/support/request/, which issues a reference code on submission, or write to support@afer.app. From the moment a case opens, the disputed amount is held rather than settled. Nobody is paid out of a contested transaction while we are still looking at it.

• Receipts, including the fee shown separately on the original payment.
• The status trail for the order or the trip.
• In-app messages between you and the other side.
• Trip records for a ride, including route and timing.
• The signed inspection report, where one exists.

Both sides are heard before a decision. If you disagree with the outcome, you get one review by a second agent, and that review needs new information to go anywhere: a photo you had not sent, a message we had not seen. It closes the case on our side. It does not affect any legal right you have, and using it is not a condition of exercising those rights.

Abuse of refunds

Repeated claims, and what happens to the account.

Most refund requests are exactly what they look like. A few are not, so we read the pattern on an account rather than each case in isolation: how many claims, how close together, against how many different merchants and drivers, and whether the account of events changes when we ask. Repeat claims about one store are not abuse by themselves. A run of genuinely bad orders is a problem with that outlet.

• You can hold three open refund requests at a time, and no more.
• Claims that do not hold up are declined in writing, with the reason.
• A trust score only moves on a claim we have investigated and found to be false, and we tell you which claim that was, in writing, first.
• Confirmed fraud sets that score to zero and closes the account.
• Opening a case, with us or with your card issuer, never counts against you on its own.

The trust score is public and runs from 0 to 100 percent. It is built from identity verification, completed transactions, ratings, account age and passed inspections, and no account holder can edit their own. That cuts both ways. A refund you are owed and receive does not count against you, and a claim someone invents about you does not stick without evidence behind it.