This Refund Policy outlines how thuma. handles requests for refunds related to its services, including the use of the courier wallet and delivery facilitation via our app and WhatsApp chatbot.

1. Nature of Service

thuma. is a cash-based bike delivery platform. All delivery payments are made directly from customers to couriers upon completion of the delivery. No online or in-app payments are accepted for delivery services.

2. Wallet Top-Ups

Couriers are required to maintain a wallet balance in their thuma. account to receive delivery requests. Wallet top-ups are done via EcoCash mobile money.

3. Refunds for Wallet Credits

• Wallet top-ups are non-refundable once processed successfully.
• Refunds will not be issued for unused or partially used wallet balances.
• In case of an error (e.g. double top-up or incorrect amount), you must contact us within 24 hours, and we will investigate the issue.

4. Service Fee Deductions

Each successful delivery completed by a courier will result in a service fee deduction from the courier’s wallet. These deductions are final and non-refundable, unless an error is found in the system’s fee calculation.

5. Delivery Issues

Since delivery payments are handled offline between customers and couriers, thuma. is not liable for disputes related to cash transactions, change, or pricing negotiation. However, we encourage both parties to report any abuse or misconduct for investigation and corrective action.

6. Fraudulent Activity

If we detect fraudulent top-ups, chargebacks, or abuse of the referral system, thuma. reserves the right to withhold funds, suspend accounts, and ban users from the platform. Refunds in such cases will not be issued.

7. Changes to This Policy

We may update this Refund Policy from time to time. When changes are made, we will notify users through the mobile app, WhatsApp chatbot, or email where necessary.

8. Contact Us