Refund Policy

1. Overview

This Refund Policy explains how TheMoveo (Pvt) Ltd handles cancellations, refunds and payment disputes for food delivery Orders and transport Rides booked through the themoveo Platform, whether payment was made by card via PayHere, cash on delivery or cash on ride. Meeting the criteria below is a precondition for a refund, not a guarantee of one. Every request is still subject to verification and to themoveo's reasonable discretion, as explained in Section 11.

2. Food Delivery Orders

2.1 Cancelling an order

You may cancel a food Order free of charge within 2 minutes of placing it, as long as the merchant hasn't yet accepted or started preparing it. Once the merchant accepts the Order, it's considered confirmed and can't be cancelled for a refund, except as set out below. Cancellations must be made through the themoveo app.

2.2 Missing, damaged, or incorrect items

If an item is missing, damaged or incorrect, report it through the app within 2 hours of delivery, with photo evidence. Verified claims are refunded in full or in part, credited to your original payment method for card payments, or as themoveo wallet credit, whichever you prefer.

2.3 Merchant unable to fulfil the order

If a merchant cancels, or can't fulfil an Order they've already accepted, you get an automatic full refund: within 5 minutes for card payments, or simply waived if you're paying cash on delivery.

2.4 Failed or non-delivery

If a rider fails to deliver an accepted Order for reasons attributable to themoveo or the delivery partner, you're entitled to a full refund or, if you'd prefer, a re-delivery.

2.5 Subjective dissatisfaction

Refunds aren't provided simply because a customer didn't enjoy an item that arrived exactly as ordered. Dissatisfaction with taste, portion size or personal preference falls outside this Policy.

2.6 Partially delivered orders

If only part of your Order is delivered (say, one item out of several is missing or substituted without your consent), the refund is limited to the value of the affected item(s), verified under Section 2.2, rather than the full Order.

3. Transport & Ride Bookings

3.1 Cancelling a ride

Cancellation is free before a driver is dispatched. Once a driver accepts your Ride and starts travelling to the pickup point, a standard cancellation fee may apply if you cancel. The exact amount is shown in your booking confirmation before you confirm. For cash-on-ride bookings, any applicable fee is settled directly with the driver or shown as a deduction against a future ride in the app.

3.2 Driver no-show or non-fulfilment

If your driver fails to arrive or cancels after accepting the Ride, you get a full refund of any upfront charge, issued automatically for card payments. No charge applies for cash-on-ride bookings in this case.

3.3 Fare disputes

If you think you were overcharged, or the fare shown doesn't match the trip you took, report it through the app within 48 hours of the Ride. Verified overcharges are refunded to your original payment method or as wallet credit.

3.4 Weather and traffic-related delays

A delay caused by traffic, road closures, bad weather or similar conditions beyond a driver Partner's control doesn't, on its own, entitle you to a refund or a waived cancellation fee, so long as the driver made a reasonable effort to complete the Ride.

4. Non-Refundable Items & Situations

The following are not eligible for a refund under this Policy:

• Prepared food accepted by the Customer at the door, given its perishable nature and food-safety requirements, once no defect has been reported under Section 2.2
• Promotional credits, referral bonuses, vouchers or discounts, beyond what Section 8 provides
• A Ride or Order completed as booked, where no valid dispute is raised within the timeframes in Sections 2 or 3
• Delays or issues caused by circumstances outside themoveo's or the Partner's reasonable control, including weather and traffic (see Section 3.4)

This list isn't exhaustive; themoveo may treat other situations as non-refundable on the same basis, consistent with this Policy and Sri Lankan consumer protection law.

5. Refund Methods & Timelines

• Card payments (PayHere): approved refunds are initiated within 2–5 business days. Depending on your issuing bank, the credit typically appears on your statement within 5–10 working days. themoveo has no control over individual bank processing times beyond this window.
• Cash on delivery / cash on ride: since no card payment is collected upfront, eligible refunds, for example a merchant cancellation after you've already paid a rider, or a verified overcharge, are issued as themoveo wallet credit or, on request, a direct bank transfer within 5 business days. Cash paid directly to a Partner is primarily recoverable from that Partner; we'll help in good faith, but can't guarantee recovery of cash already in a Partner's hands.
• Wallet credit: credited instantly and usable toward any future Order or Ride.

6. Time Limit for Claims

All refund and dispute claims must be raised within the specific timeframes set out in Sections 2 and 3 above. Claims submitted after the applicable window has expired will not be considered, except where a longer period is required by applicable Sri Lankan consumer protection law.

7. How to Request a Refund

All refund and cancellation requests must be submitted through the themoveo app's Help/Support section, or by emailing support@themoveo.com with your Order or Ride ID. We aim to resolve most requests within 24–48 hours.

8. Promotional Credits & Vouchers

Promotional discounts, referral credits and vouchers are non-transferable and have no cash value. If an Order or Ride paid for partly with a promotional credit is refunded, only the amount you actually paid, excluding the promotional value, comes back to you. The promotional credit itself is reissued only if themoveo or a Partner caused the cancellation.

9. Anti-Fraud & Abuse

themoveo may investigate, delay, ask for further evidence on, or deny a refund request it suspects is fraudulent, exaggerated or abusive, and may suspend or permanently terminate the account of a user found to have submitted repeated false or misleading claims.

10. Refunds on Suspended or Terminated Accounts

If your account is suspended or terminated for a breach of our Terms & Conditions, any refund request you've already submitted is still assessed on its merits, but a promotional or wallet credit balance you haven't used may be forfeited, except where the law doesn't allow that.

11. Final Decision & Chargebacks

themoveo's decision on a refund request, made in good faith based on the evidence available, is final, without prejudice to any statutory right you may have under Sri Lankan consumer protection law. If you file a chargeback with your bank or card issuer without first raising the issue with themoveo support, we may suspend your account while we investigate and recover any amount improperly charged back, along with any reasonable administrative cost we incur. Please get in touch with us directly first so we can sort it out quickly.

12. Contact Us

TheMoveo (Pvt) Ltd
102/1 MPCS Road, Akkaraipattu-2, Sri Lanka
Email: support@themoveo.com
Phone: +94 77 633 2217