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At SHU Delivery, customer satisfaction is our priority. This policy outlines our standards for refunds concerning canceled rides, undelivered food orders, or logistics service failures. We are currently refining these terms to ensure a balance of fairness for both our users and our partner network.
Refunds may be issued in cases of technical errors, service cancellations by the driver/vendor, or significant service delays. The specific criteria for "Food Quality" vs "Delivery Timing" disputes will be detailed in this section.
Approved refunds are typically processed back to the original payment method (Mobile Money, SHU Wallet, or Card) within 3–7 business days. Timelines vary depending on the financial provider involved.
Certain fees, such as service platform fees or completed trip fares, may be non-refundable except in cases of documented platform errors.
Need help with a specific order or trip? Use the "Help" section in the SHU app or contact us below.
Contact Support Team