Refund Policy

MIVO

Refund Policy

At Mivo, we aim to ensure a fair and transparent experience for both our users and Independent Partner Couriers. This Refund Policy outlines the conditions under which refunds are processed.

1. Order Cancellation & Refunds

Before Courier Assignment: If you cancel your order before the system has successfully connected you with a Partner Courier, a full refund (100%) will be issued to your original payment method.

After Courier Assignment: If you cancel the order after a Partner Courier has already accepted the call and is en route to your location, the delivery fee will not be refunded. This is to compensate the Partner Courier for their spent time and fuel.

2. Delivery Failures & Issues

Refunds may be considered in the following specific cases:

Technical Errors: If a double charge occurs or a system failure prevents the order from being processed.

Non-Delivery: If the delivery is not completed due to a confirmed fault of the platform or the Partner Courier (excluding cases where the user is unreachable).

Damaged Items: If an item is damaged during transit, Mivo's support team will mediate. If the courier's fault is confirmed, the delivery fee will be refunded.

3. Non-Refundable Cases

Refunds will not be issued if:

The user provided an incorrect or incomplete delivery address.

The recipient or the sender is unreachable at the time of pickup/delivery.

The shipment contains items from the Prohibited List and the courier refuses to complete the delivery.

4. Processing Time

Approved refunds are initiated immediately by Mivo. However, the time it takes for the funds to appear in your account depends on your bank (usually 3-5 business days).

For any refund-related inquiries, please contact Mivo Support through the app.