Refunds and disputes

1. Before the run locks: change your mind freely

While a run is still open, you are in full control.

Not paid yet. Cancel and the slot is simply freed. Nothing was charged.

Paid in full. Cancel from your order page and the whole amount is refunded. This is not a problem report: no case is opened, and nothing is recorded against the runner.

Paid a deposit. Everything you have paid so far comes back in full, whether you cancel or simply never finish paying before the run locks. Nothing has been bought for you yet, so nothing is forfeited.

The run is cancelled. If a runner or ops cancels a run before it locks, every funded order on it is refunded in full.

2. After the run locks: report a problem

Once a run locks, the runner is committed and buying with their own money on your behalf, so cancelling stops. From then on, if something is wrong, you report a problem from your order page.

Reporting a problem places a hold on your order. That money cannot be released to the runner while the report is open, and the automatic delivery confirmation clock stops too. Other orders on the same run are not affected and settle normally.

You can report a problem from the moment your money is held right up until the order settles.

3. Both sides can show evidence

You can attach photos or documents to your report: the item, the packaging, a message thread. The runner can attach theirs to the same case, for example the handover photo or a supplier receipt. Everything sealed on a case is fingerprinted and cannot be edited or swapped afterwards, so ops decide on what both sides actually sent.

4. How a report can end

Walupi ops review the case and choose one of exactly three outcomes. Every outcome carries a written note, and you can read it on your case page.

Refund. The full amount goes back to you and nothing is released to the runner.

Release. After review the order stands, and the held money is released to the runner as it normally would be.

Partial refund. Part of the money comes back to you and the rest is released to the runner, with the Walupi fee scaled down to match what the runner actually keeps.

To be confirmed: how quickly Walupi commits to reviewing a report, and what a buyer can do if they disagree with the outcome

5. If you go quiet

When the runner hands your order over, they seal a handover photo, and that starts a clock. You are reminded to confirm. If you say nothing, the order confirms on its own 72 hours after that photo, and the money is released.

That clock never runs while a problem report is open. If something is wrong, reporting it stops the clock straight away.

6. Group deals

On a group deal you pay the normal price when you order. If enough buyers join to unlock the cheaper price before the run locks, the difference is refunded to everyone who bought that item, automatically, at lock time. You do not have to ask.

7. How a refund reaches you

Refunds go back to the mobile money number the payment came from, through our licensed payment partner. A refund is recorded in two steps you can see on your receipt: first the hold is released in your name, then the provider confirms the money actually landed back with you.

Your my money page lists every movement with a reference. Nothing on it can be edited or removed, not even by us.

To be confirmed: the typical time the payment provider takes to return money, once their live terms are agreed

8. What is not a Walupi refund

If you pay a runner directly, outside Walupi, none of this applies. There is no hold, no evidence trail, and no case to open. Walupi can only protect money that went through Walupi.