Refund Policy

RUVO will issue a full refund in the following circumstances:

• The courier partner cancels or fails to collect your package
• You cancel your booking before the courier has been dispatched for pickup
• A duplicate payment was made due to a technical error on our platform
• The service you paid for was materially different from what was delivered

Refunds will not be issued in the following situations:

• Incorrect sender or recipient address provided at booking
• Package refused at destination due to prohibited or restricted contents
• Cancellation requested after the courier has already been dispatched
• Delays caused by customs, weather, or events outside RUVO's control
• Packages lost or damaged after handover to the courier (claims must go to the courier)
• Change of mind after a successful booking

Once a refund is approved and processed by RUVO, the time it takes to appear in your account depends on your bank or card provider:

• Debit/credit card: 3–7 business days
• Bank transfer: 1–3 business days
• USSD or mobile money: 1–5 business days

In cases where a service was partially rendered — for example, a package was collected but delivery was incomplete — RUVO may issue a partial refund at our discretion, after reviewing the full circumstances with the courier partner.

If you are unsatisfied with the outcome of a refund request, you may escalate the dispute to hello@ruvo.ng. We are committed to resolving all disputes fairly and promptly within 7 business days of escalation.