RYDO DIGITAL SOLUTIONS LTD operates the RYDO APP, a technology-enabled motorcycle delivery platform connecting customers with KYC-verified delivery riders across Port Harcourt and Obio-Akpor, Rivers State, Nigeria. This Policy explains when refunds are available, how to request one, and how long resolution takes.
Our Commitment. RYDO is committed to fair, transparent, and prompt resolution of all refund requests. Every delivery is GPS-tracked and OTC-verified — creating a digital audit trail that protects both customers and riders and lets us resolve disputes accurately and fairly. If something goes wrong, we investigate promptly and resolve it within the timelines below.
RYDO DIGITAL SOLUTIONS LTD ("RYDO", "we", "us", "our") operates the RYDO APP, a technology-enabled motorcycle delivery platform connecting customers with KYC-verified delivery riders across Port Harcourt and Obio-Akpor, Rivers State, Nigeria. This Refund and Cancellation Policy explains the circumstances under which refunds are available, the process for requesting a refund, and the timelines for resolution.
By using the RYDO APP, customers and riders agree to be bound by this Policy. This Policy forms part of the RYDO Terms of Service and is subject to the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act (FCCPA) 2019 and applicable EFCC and CBN payment regulations.
A customer may cancel a delivery order at any time before a rider has accepted the order. In this case, a full refund of the delivery fare will be issued to the customer's original payment method or RYDO Wallet within the timelines stated in Section 7. Cancellation is initiated via the RYDO APP: Order Details → Cancel Order.
Once a rider has accepted an order and is en route to the pickup location, cancellation by the customer will incur a cancellation fee. This fee compensates the rider for time and fuel already expended.
| Cancellation Timing | Cancellation Fee | Refund to Customer |
|---|---|---|
| Before rider acceptance | ₦0 | 100% refund of full fare |
| After acceptance — rider not yet at pickup | ₦200 flat fee | Full fare minus ₦200 |
| After acceptance — rider at pickup location | ₦500 flat fee | Full fare minus ₦500 |
| After rider has collected package | No cancellation permitted | Delivery must be completed — see 3.4 |
When a rider accepts your order, they travel to your pickup location using fuel and time they cannot recover. The cancellation fee is paid directly to the rider as compensation — RYDO does not retain any portion of it.
If a rider cancels an accepted order without a valid reason: the customer is not charged any cancellation fee; a full refund of the delivery fare is issued to the customer's RYDO Wallet or original payment method; RYDO immediately re-matches the customer with the next available qualified rider. Repeated cancellations by a rider will negatively impact their Rider Score and may result in suspension.
Once a rider has collected the package and the app status shows "Package Collected," the order cannot be cancelled. If an order cannot be completed after collection due to circumstances beyond the rider's control (recipient unavailable, wrong address), refer to Section 4.3 (Failed Delivery).
| Scenario | Eligible? | Refund Amount | Refund Method |
|---|---|---|---|
| Customer cancels before rider acceptance | Yes | 100% of fare | Original method or Wallet |
| RYDO platform failure prevents delivery | Yes | 100% of fare | Original method or Wallet |
| Rider cancels after acceptance | Yes | 100% of fare | RYDO Wallet (within 24 hours) |
| Rider does not arrive within 45 minutes of acceptance | Yes | 100% of fare | Original method or Wallet |
| Package lost in transit — confirmed by OTC failure + investigation | Yes | 100% of fare + see 4.4 | Wallet + insurance claim if applicable |
| Package significantly damaged in transit — confirmed by evidence | Yes | 100% of fare + see 4.4 | Wallet + insurance claim if applicable |
| Duplicate charge / payment processing error | Yes | 100% of duplicate charge | Original payment method |
| Wrong delivery destination — RYDO platform error | Yes | 100% of fare | Original method or Wallet |
A partial refund may be issued in the following circumstances at RYDO's discretion:
| Scenario | Partial Refund Amount | Notes |
|---|---|---|
| Customer cancels after rider acceptance (en route) | Fare minus ₦200 | ₦200 paid to rider |
| Customer cancels after rider arrives at pickup | Fare minus ₦500 | ₦500 paid to rider |
| Delivery significantly delayed due to partial platform fault | 20–50% of fare at RYDO's discretion | Must be reported within 24 hours |
| Package partially damaged — minor damage confirmed | Up to 50% of declared package value | Subject to investigation and evidence |
If a rider arrives at the correct delivery address (confirmed by GPS) but cannot complete delivery because the recipient is unavailable or the address provided by the customer is incorrect: the delivery fare is non-refundable, as the rider has fulfilled their obligation by attending the correct address. A re-delivery fee of 50% of the original fare applies if the customer requests another attempt. If the customer disputes the address, RYDO will investigate using GPS logs and OTC attempt records — if rider error is confirmed, a full refund is issued. If the package is returned to sender, a return delivery fee equal to 50% of the original fare applies.
Every RYDO delivery is GPS-tracked and OTC-verified, creating a clear chain of custody record.
Package Loss. Must be reported within 24 hours of the expected delivery time. RYDO investigates using GPS logs, OTC attempt records, rider communication, and customer reports. If rider negligence or a platform failure is confirmed, the customer receives a full refund of the delivery fare, and where package insurance was active, a claim is filed with RYDO's insurance partner. For uninsured packages, RYDO's liability is limited to a refund of the delivery fare only.
Package Damage. Must be reported within 24 hours of delivery, with photographic evidence and the retained packaging if requested. If damage is confirmed as caused during transit under rider responsibility, RYDO issues a partial or full refund and refers the matter to the insurance partner where applicable. RYDO is not liable for damage from inadequate customer packaging, undeclared fragile items, or items excluded under the RYDO Terms of Service.
Payments to top up your RYDO Wallet via Paystack (card, bank transfer, or USSD) are processed immediately. If a top-up is debited from your bank account but not credited to your Wallet within 30 minutes, contact rydosupport@gmail.com with your transaction reference — RYDO will investigate and credit your wallet within 24 hours or initiate a refund within 5 business days. Wallet top-ups are non-refundable once credited, except in cases of duplicate charges or payment processing errors by Paystack.
Unused RYDO Wallet credits arising from delivery refunds may be withdrawn to your registered bank account upon request. A withdrawal processing fee of ₦50 applies per transaction, processed within 3–5 business days. Promotional credits (referral bonuses, cashback, discount credits) cannot be withdrawn as cash — they may only be used for RYDO APP deliveries. Wallet balances do not expire for active accounts; for accounts inactive for 12 consecutive months, RYDO reserves the right to expire promotional credits with 30 days' written notice to the registered email.
If your bank account or card is charged more than once for a single transaction, contact rydosupport@gmail.com immediately with your bank statement showing both charges. RYDO will investigate with Paystack and refund the duplicate charge to your original payment method within 5 business days.
Refund requests must be submitted through an official RYDO channel. RYDO does not process refund requests made through third parties, social media, or unofficial channels.
| Channel | How to Use | Best For |
|---|---|---|
| RYDO APP — In-App Support | Menu → Support → "Report a Problem" → Select order → "Request Refund" | Fastest — auto-populates order details and OTC data |
| rydosupport@gmail.com, subject "REFUND REQUEST — [Order ID]", with order ID, date, issue description, and evidence | Package damage or loss claims requiring evidence | |
| WhatsApp Support | Message the number listed in-app under Support → WhatsApp | Quick queries and status updates |
| Live Chat | In-app under Support, 8am–8pm WAT Mon–Sat | Real-time assistance |
The following timelines apply from the date RYDO confirms eligibility of the refund:
| Refund Type | Investigation | Processing | Total Timeline |
|---|---|---|---|
| Cancellation before rider acceptance | Instant | Instant | Within 30 minutes |
| Rider cancellation after acceptance | Instant | Within 24 hours | Within 24 hours |
| Platform failure / technical error | 1–2 business days | 2–3 business days | Within 5 business days |
| Delivery not completed — rider fault | 1–3 business days | 2–3 business days | Within 5 business days |
| Duplicate charge / payment error | 1–2 business days | 3–5 business days | Within 7 business days |
| Package loss claim | 3–5 business days | 2–3 business days | Within 10 business days |
| Package damage claim | 3–5 business days | 2–3 business days | Within 10 business days |
| Insurance claims (declared value) | Per insurer SLA (15 days) | Per insurance partner | Within 20 business days |
| RYDO Wallet withdrawal request | Immediate check | 3–5 business days | Within 5 business days |
Reporting deadline. All refund requests must be submitted within 48 hours of the delivery event. Requests submitted after 48 hours may still be considered at RYDO's discretion, but investigation accuracy cannot be guaranteed for late reports due to GPS log and OTC data retention windows. Exception: duplicate charge and payment error claims may be submitted within 14 days.
RYDO reserves the right to issue refunds as RYDO Wallet credits where the original payment method is unavailable or Paystack cannot process a reversal. Customers preferring a bank transfer over a Wallet credit may request this in their refund submission.
If you are dissatisfied with RYDO's refund decision, escalate to our Customer Experience Team at rydosupport@gmail.com, subject "REFUND ESCALATION — [Order ID]." A senior team member reviews your case independently within 3 business days and provides a final written decision, considering GPS logs, OTC records, rider communication, and customer-provided evidence.
If still dissatisfied, you may refer the matter to the Federal Competition and Consumer Protection Commission (FCCPC) under the FCCPA 2019. For card payment disputes, you may raise a chargeback with your bank. For insurance claim disputes, escalate to the National Insurance Commission (NAICOM) Consumer Complaints Bureau.
RYDO takes fraudulent refund claims extremely seriously. Customers or riders found to have submitted false or fraudulent claims — including staging fake delivery failures, fabricating evidence, or colluding to claim refunds — will be permanently banned and reported to relevant authorities. RYDO reserves the right to pursue civil and criminal remedies.
RYDO's OTC delivery verification system protects rider earnings. A delivery is only marked complete — and rider payment released — when the recipient provides the OTC code, ensuring riders cannot be fraudulently accused of non-delivery on completed orders.
| Circumstance | Deduction | Notes |
|---|---|---|
| Rider cancels accepted order without valid reason | ₦200 — credited to customer | Applied to Rider Score too |
| Rider confirmed to have lost a package through negligence | Up to ₦5,000 or insurance excess | Subject to investigation |
| Rider confirmed to have damaged a package through negligence | Up to ₦3,000 or insurance excess | Subject to investigation |
| Rider submits fraudulent delivery confirmation (OTC bypass attempt) | Account suspension + earnings held pending review | Zero tolerance |
All rider deductions are subject to RYDO's investigation process. Riders are notified of any proposed deduction and given the opportunity to respond before it is applied.
RYDO reserves the right to amend this Refund and Cancellation Policy at any time. Material changes will be notified to users via push notification through the RYDO APP and by email to registered addresses at least 14 days before the changes take effect. Continued use of the RYDO APP after the effective date of any amendment constitutes acceptance of the revised Policy.