Refund Policy

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Refund Policy

Last Updated: February 10, 2025

This Refund Policy applies to Customers of the yoDrop service in South Africa and outlines the conditions and procedures for requesting and processing refunds. This policy is part of the yoDrop Terms of Use. By using the yoDrop Services, you agree to this Refund Policy.

1. Refund Eligibility

Refunds may be considered under the following circumstances:

  • Service Not Rendered: If a Driver fails to arrive at the scheduled pick-up location and does not provide the Delivery Services, and this is not due to Customer cancellation or fault.
  • Significant Delay: If a Drop is significantly delayed beyond a reasonable timeframe from the estimated delivery time, causing substantial inconvenience to the Customer, and the delay is directly attributable to the Driver's actions or omissions and not due to force majeure events (as defined in section 3.3).
  • Incorrect Charge: If you have been incorrectly charged for a Drop due to a technical error in the yoDrop App or system.
  • Exceptional Circumstances: In rare and exceptional circumstances, at yoDrop's sole discretion, refunds may be considered on a case-by-case basis.

2. Refund Request Process

2.1 How to Request a Refund

To request a refund, Customers must submit a refund request through the yoDrop App within [Specify Timeframe, e.g., 24 hours] of the scheduled delivery time or the occurrence of the issue that warrants a refund. The refund request must include:

  • Your name and contact information.
  • The Drop booking reference number or relevant Drop details.
  • A clear and detailed explanation of the reason for the refund request.
  • Any supporting evidence, such as screenshots, photos, or communication logs, to substantiate your claim.
2.2 Submission Methods

Refund requests can be submitted through the following methods:

  • In-App Support: Via the "Help" or "Support" section within the yoDrop Customer App.
  • Email: By sending an email to our customer support team at support@yodrop.co.za.

3. Refund Review and Processing

3.1 Review Process

Upon receiving a refund request, yoDrop will investigate the matter thoroughly. This may include:

  • Reviewing the Drop details and Driver's service records.
  • Contacting the Driver for their input and perspective.
  • Assessing any evidence provided by the Customer.

yoDrop will make a decision regarding the refund request based on its investigation and in accordance with this Refund Policy.

3.2 Refund Decision and Notification

We will notify you of the outcome of your refund request within [Specify Timeframe, e.g., 7 business days] of receiving your request. The notification will be sent via [Specify Notification Method, e.g., email, in-app notification].

  • Approved Refunds: If your refund request is approved, we will process the refund to your original payment method within [Specify Timeframe, e.g., 7-10 business days] of the approval notification. The time it takes for the refund to reflect in your account may vary depending on your payment provider.
  • Rejected Refunds: If your refund request is rejected, the notification will include the reasons for the rejection.
3.3 Non-Refundable Situations

Refunds will not be granted in the following situations:

  • Customer Cancellation: If a Customer cancels a Drop after a Driver has been dispatched or within a timeframe that violates our Cancellation Policy. Please refer to the Cancellation Policy for applicable fees and conditions.
  • Successful Delivery: If the Drop has been successfully completed, and the item has been delivered to the designated delivery location as per the initial request.
  • Minor Delays: Minor delays that are within a reasonable timeframe and do not significantly impact the Drop's purpose, especially due to traffic, weather, or unforeseen circumstances that are outside the Driver's direct control.
  • Inaccurate Information Provided by Customer: If the service issue arises due to inaccurate or incomplete information provided by the Customer at the time of booking, such as incorrect address, contact details, or item description.
  • Force Majeure Events: Delays or failures in service caused by events outside of yoDrop's or the Driver's reasonable control, including but not limited to acts of God, natural disasters, civil unrest, traffic congestion beyond normal expectations, road closures, or government actions ("Force Majeure Events").
  • Disputes Regarding Item Condition (unless gross negligence is proven): Disputes related to the condition of the delivered item upon arrival, unless it can be clearly demonstrated that the damage was a direct result of gross negligence or mishandling by the Driver during transit and reported immediately upon receipt. Customers are responsible for ensuring items are adequately packaged for transport.

4. Partial Refunds

In some cases, yoDrop may, at its discretion, offer a partial refund instead of a full refund. This may occur in situations where some aspects of the service were not satisfactory, but the core delivery service was still substantially performed.

5. Dispute Resolution

If you are dissatisfied with the outcome of your refund request, you may appeal the decision by contacting our customer support team within [Specify Timeframe, e.g., 7 days] of the refund decision notification. Your appeal will be reviewed by a senior member of our support team, and a final decision will be communicated to you within [Specify Timeframe, e.g., 5 business days] of your appeal submission. YoDrop's final decision on refunds is binding.

6. Changes to this Refund Policy

yoDrop reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised Refund Policy on the App or website. It is your responsibility to review this Refund Policy periodically for updates. The latest version of the Refund Policy will always be accessible through the yoDrop App and website.

7. Contact Information

For any questions or concerns regarding this Refund Policy, please contact us at:

  • Email: support@yodrop.co.za
  • Phone: +27 12 824 0486
  • Physical Address: 109 Nina Street, Meyerspark, Pretoria - Gauteng, South Africa