Ryda works hard to make sure every ride, delivery, and order goes smoothly. When something goes wrong, this policy explains how cancellations, refunds, returns, and disputes are handled between customers, vendors, and drivers.
1. Cancellations
Rides
- Cancelling before a driver accepts: free.
- Cancelling after a driver has accepted but before pickup: a small cancellation fee may apply to compensate the driver's travel.
- Cancelling after pickup: the ride is treated as completed and the fare stands.
Food and shop orders
- Before the vendor accepts and starts preparing: full refund to your Ryda wallet.
- After the vendor has started preparing: refund is at the vendor's discretion; perishable food orders are generally non-refundable once cooking has begun.
- After the rider has picked up the order: no refund unless the order is not delivered or arrives damaged (see Section 3).
2. How refunds are issued
Approved refunds are credited to the customer's Ryda wallet, usually within minutes. From the wallet, the customer may spend the balance on Ryda or withdraw it to a Paystack-verified bank account or Mobile Money wallet. If the customer requests a refund back to the original payment source, we can arrange this through Paystack; bank/MoMo settlement times apply and typically take 1–5 business days.
3. Damaged, missing, wrong, or undelivered orders
If your order arrives damaged, incomplete, or does not match what you ordered — or if it never arrives — open a claim in the Ryda app's Claims flow within 24 hours of the scheduled delivery time. Please include:
- The order or ride reference.
- A short description of the issue.
- Photos of the damage or the packaging where relevant.
4. Dispute review timelines
- Ryda's support team acknowledges every claim within 1 business day.
- Most claims are resolved within 3 business days.
- Complex claims requiring vendor or driver response are resolved within 7 business days.
During review we may contact the customer, the vendor, and the driver, and we may temporarily hold the disputed amount from the vendor's or driver's next payout.
5. Who bears the cost
- Vendor fault (wrong item, missing item, quality issue): refund is deducted from the vendor's earnings for that order.
- Driver fault (damage in transit, order marked delivered but never delivered): refund is deducted from the driver's earnings and their account is reviewed.
- Platform fault (payment or dispatch error): Ryda covers the refund.
- Customer fault (wrong address, refusal to receive, change of mind after preparation): refund is generally not available.
6. Non-refundable items and situations
- Completed rides where the customer reached the requested drop-off.
- Prepared food that has been correctly delivered.
- Delivery fees on orders that failed because of an incorrect address or an unreachable recipient.
- Claims opened more than 24 hours after delivery, unless there is a clear reason for the delay.
7. Returns
For non-perishable shop items that are unopened and in their original condition, vendors may accept returns at their discretion, in line with the vendor's own return terms displayed on their storefront. Ryda can arrange a courier return pickup for a standard delivery fee.
8. Chargebacks
Please open a claim in the Ryda app before initiating a chargeback with your bank or Mobile Money provider — we can almost always resolve issues faster in-app. Fraudulent chargebacks may result in account suspension.
9. Contact and escalation
If you are not satisfied with the outcome of a claim, escalate it by emailing support@rydas.online with your claim reference. A senior member of the Ryda support team will review the case.