Refund Policy
Cancellations, refunds, and settlement timelines for orders and rides.
A. Food Delivery Orders
Order Cancellation
Customers can cancel a food order within 2 minutes of placement without penalty if the merchant has not yet accepted the order. Once the restaurant accepts or starts preparing the food, cancellations are non-refundable. Cancellation requests must be initiated through the themoveo app.
Damaged, Incorrect, or Missing Items
If an item is missing, damaged, or incorrect upon delivery, the customer must report the issue within 2 hours of delivery with photo evidence via the app. Verified claims will receive a full or partial refund credited back through PayHere or as platform wallet credits at the customer's choice.
Merchant Refusal
If a merchant is unable to fulfill an order or cancels unexpectedly, a 100% full refund is issued automatically within 5 minutes.
B. Transport & Ride Bookings
Ride Cancellation by Customer
Free cancellation is available before the driver is dispatched. A standard cancellation fee may apply if the customer cancels after the driver has accepted the ride and begun travel toward the pickup location. Exact cancellation fees are displayed in the booking confirmation.
Driver Non-fulfillment & No-Show
If a driver fails to arrive or cancels after accepting the ride, 100% of the upfront charge is refunded to the customer automatically.
C. PayHere Refund Settlement Timelines
Approved refunds for card payments executed through PayHere will be initiated within 2–5 business days. Depending on the customer's issuing bank in Sri Lanka, the credited amount will reflect on their card statement within 5–10 working days as per standard PayHere payout protocols. themoveo has no control over individual bank processing times beyond this window.