When you are entitled to a refund
You may be refunded when you are charged for a trip that did not happen, when a cancellation fee was applied incorrectly, or when an order is missing items or cannot be fulfilled.
For deliveries and orders, refunds reflect the items or service actually affected.
How a refund is calculated
A refund returns the amount you were wrongly charged — a full fare for a trip that never ran, a single fee for an incorrect cancellation, or the value of missing items for an order.
Any correctly charged portion is not refunded.
Where the money goes
Refunds are returned to the payment method you used, or to your Teriya wallet for the fastest credit.
Wallet refunds are usually available within minutes; refunds to a card or mobile money account follow the provider's normal processing time.
How to request one
Open the trip or order in your history, tap Help, and describe the problem. Attach a photo where it helps — for example a missing item.
Our support team reviews the trip and order data and responds with a decision.
How long it takes
Most clear-cut refunds are resolved within a short review, and wallet credits appear almost immediately.
More complex cases — for example a disputed cancellation — are reviewed against the trip's location and timing data before a decision.