1. Introduction
This Refund & Payment Policy explains how payments, refunds, cancellations, and disputes are handled on the TumaConnect platform. Our goal is to ensure fairness, safety, and transparency for both senders and travellers.
2. Payments
• Payments are made through the TumaConnect system.
• Travellers are only paid AFTER the parcel has been successfully delivered and confirmed.
• Senders must confirm delivery within the app.
3. When Refunds Are Available A sender may receive a refund if:
• The traveller cancels the trip before pickup.
• The traveller fails to meet the agreed pickup time.
• The traveller does not deliver the parcel.
• The parcel is rejected due to traveller unavailability.
4. When Refunds Are NOT Available Refunds do NOT apply in the following situations:
• Sender provided incorrect details (wrong address, wrong receiver info).
• Parcel contains undeclared or prohibited items.
• Sender cancels after traveller has picked up the parcel.
• Delays caused by weather, customs, flight issues, or events outside the traveller’s control.
5. Traveller Cancellations If a traveller cancels after accepting a parcel but before pickup:
• The sender is eligible for a full refund. If a traveller cancels AFTER picking up a parcel:
• The parcel will be returned to the sender.
• No payout will be made to the traveller.
6. Dispute Resolution If a disagreement arises, users can open a dispute through:
Email: support@tumaconnect.com We will investigate:
• Chat messages • Delivery proof
• Pickup details Refund decisions will be made within 7 working days.
7. Prohibited Items (No Refunds if Sent)
• Drugs, illegal substances
• Weapons, knives, explosives
• Flammable liquids or gases
• Perishables without proper packaging
• Hidden cash or undeclared valuables
8. Non-Delivery If the traveller does NOT deliver the parcel and is at fault:
• Full refund to the sender
• Traveller receives no payment
9. Fees Service fees are non-refundable unless TumaConnect is at fault.
10. Contact Us For questions, issues, or refund requests:
Email: support@tumaconnect.com
Thank you for using TumaConnect. Your safety, trust, and satisfaction matter to us.