Legal

Refund Policy

Effective 1 June 2026  ·  Kamuzigo Marketplace Limited  ·  Reg. No. PVT-MA15Q3LB

Refunds on Kamuzigo are governed by the Platform Protection Policy. This page explains when a refund of platform fees applies, how to claim one, and the 3-day window you must act within.

3-Day Refund Request Period

To make a refund claim, the Shipper must report the issue through the Platform by selecting "I have an issue" within 3 calendar days from the date Kamuzigo notifies the Shipper that the Item has been delivered or appears to be lost.

If no issue is raised within this period, the Transaction may automatically be marked as completed and funds released to the Driver.

When Refunds Apply

A Shipper may request a refund of the fees paid through the Platform where an Item is confirmed to be lost or damaged during shipping and all of the following conditions are met:

  • payment was made in full through the Kamuzigo Platform;
  • the platform fee was charged and collected at checkout;
  • the Item is permitted under the Shipping Rules;
  • the Shipper raises the issue within the 3-day Refund Request Period; and
  • the claim is supported by reasonable evidence.

Refund Structure

Every row below refers to fees paid through Kamuzigo. Refund eligibility never extends to the value of the item being shipped — Kamuzigo is a marketplace, not an insurance provider.

Issue reportedFee typeShipper refundDriver refund
Item lost or missingPlatform feeFull refundNot applicable
Item lost or missingPrepaid shipping fee / Driver FeeFull refundNo refund
Item damagedPlatform feeFull refundNot applicable
Item damagedPrepaid shipping fee / Driver FeeFull refundNo refund

What Happens When You Raise an Issue

If the Shipper reports an issue within the Refund Request Period:

  • the Transaction may be suspended;
  • funds may remain in escrow while the issue is reviewed;
  • Kamuzigo may request evidence from the Shipper and Driver;
  • Kamuzigo will determine whether a refund is available under these Terms; and
  • payment release may be delayed until the issue is resolved.

When Refunds May Be Rejected

Kamuzigo may reject or reduce a refund where:

  • the claim is fraudulent or unsupported by evidence;
  • the damage was caused by improper packaging by the Shipper;
  • the claim involves prohibited conduct or prohibited Items;
  • the claim was made outside the 3-day Refund Request Period;
  • the transaction was arranged off-platform;
  • the Item was not covered under the Shipping Rules; or
  • the claim is otherwise excluded under the Terms and Conditions.

We do not refund the value of the items being shipped. Kamuzigo is a marketplace, not an insurance provider — refund eligibility applies to the fees you pay through the Platform only.

How to Make a Refund Claim

  1. 1

    Log in to your Kamuzigo account

    Go to the relevant Transaction in your dashboard.

  2. 2

    Select "I have an issue"

    Click the issue button within 3 calendar days of the delivery notification.

  3. 3

    Provide evidence

    Upload photos, descriptions, and any supporting documentation of the loss or damage.

  4. 4

    Await review

    Kamuzigo will review the claim and may contact both parties for more information.

  5. 5

    Receive outcome

    Kamuzigo will notify you of the decision and process any applicable refund.

Kamuzigo Marketplace Limited  ·  Reg. No. PVT-MA15Q3LBFull Terms & Conditions →