Refund Policy

1. Refund eligibility

You may be eligible for a full or partial refund if:

• Your order is cancelled by the vendor or delivery partner
• Items are missing, damaged, or substantially different from what you ordered
• Food arrives unsafe to consume (spoiled, contaminated)
• Your taxi/courier booking is cancelled by the driver before pickup
• You were charged in error or twice for the same order

Refunds may be partial when only some items are affected.

2. When refunds are not issued

• Change of mind after the vendor accepted the order
• Incorrect delivery address provided by you
• Customer unavailable at the delivery location after multiple attempts
• Subjective taste preferences (food quality not impaired)
• Cancellations after the cancellation window has elapsed

3. How to request a refund

• Open the order in the Muuva app → tap Help → Report an issue
• Select the reason and add a short description (photos help)
• Submit within 48 hours of delivery for food/grocery, 24 hours for rides and courier
• Our support team reviews most requests within 24 hours

4. Processing timelines

Once approved, refunds are processed back to the original payment method:

• Muuva Wallet: instant
• UPI: 1–3 business days
• Debit/Credit cards: 5–7 business days
• Net banking: 5–7 business days

Bank processing times are beyond our control. Contact your bank if the refund hasn't appeared after the above window.

5. Cancellation fees

If you cancel after the vendor has begun preparing your order, a cancellation fee equal to the items already prepared may apply. Rides cancelled after the driver has started moving may incur a small fee to compensate the partner.

6. Disputes

If you disagree with a refund decision, reply to the support thread or email support@muuva.com. A senior agent will re-review within 3 business days.

7. Partial refunds and order adjustments

Not every issue requires a full refund — sometimes a partial credit is the fairest outcome for everyone involved. Muuva's support team is empowered to issue partial refunds when only a portion of your order was affected, when items were substituted with your consent at checkout, or when a service quality issue impacted but did not ruin the overall experience.

Examples of common partial-refund scenarios include:

• One side dish missing from an otherwise complete meal — refund of that item plus a proportional share of taxes
• Late delivery exceeding the promised window by more than 20 minutes — partial refund of the delivery fee
• Grocery order with one or two damaged items — refund for the affected items at the price you paid
• Ride with a longer-than-necessary route due to a driver navigation error — fare adjustment to the optimal route fare
• Promo code that failed to apply due to a technical glitch — credit equal to the missed discount

Partial refunds are calculated automatically wherever possible and reviewed by a human agent when the system is uncertain. You will receive a clear breakdown of what was refunded and what was retained, so there are no surprises on your statement.

8. Chargebacks and payment disputes

If you notice a charge from Muuva you do not recognise, please contact us before disputing it with your bank. Most "unfamiliar" charges turn out to be orders placed by a family member sharing the account, scheduled subscriptions or pre-authorisation holds that have not yet dropped off. Our support team can quickly explain the transaction and, where appropriate, issue an immediate refund.

Filing a chargeback directly with your card issuer triggers a formal dispute process that can take 60 to 120 days and may temporarily restrict your Muuva account while the case is investigated. To protect honest customers from being affected by fraud, we cooperate fully with card networks and provide order, device, location and delivery evidence. Confirmed fraudulent disputes may result in permanent account closure and referral to the relevant fraud-prevention databases.

If a chargeback is filed in error, you can withdraw it through your bank and we will restore full access to your account immediately.

9. Wallet credits and goodwill gestures

For minor inconveniences that fall outside a formal refund — such as a hard-to-find drop-off, a brief service interruption or a one-off late delivery — we may offer Muuva Wallet credits as a goodwill gesture. Wallet credits are added instantly and can be applied to any future order at checkout.

• Credits are non-transferable and have no cash value
• Credits never expire as long as your account remains active
• Multiple credits stack automatically and apply oldest-first
• Credits cannot be combined with promotional discounts on the same item, but can be combined with delivery-fee waivers
• If your account is closed, any unused credits will be forfeited unless local consumer protection law requires otherwise

Goodwill credits are issued at our discretion and are not a substitute for refunds where you are legally entitled to one. If you would prefer a cash refund over a wallet credit for a qualifying issue, simply tell our support agent and we will switch the payout method.

10. Contact

Need help with a refund? Contact us or chat 24/7 from inside the app.