Effective Date: 21st June 2025

1. Overview

WeguGo is a marketplace platform that connects customers with independent merchants. Each merchant is responsible for fulfilling orders, accepting payments, and handling refund requests. WeguGo does not directly collect or manage payments between customers and merchants.

2. Refund Responsibility

• Refunds are issued solely at the discretion of the merchant from whom the product or service was purchased.
• WeguGo does not issue refunds on behalf of merchants unless explicitly stated.

3. When Refunds May Be Considered

Merchants may offer refunds in cases such as:

• Wrong or missing items
• Item not delivered or undelivered within a reasonable time
• Unsafe, spoiled, or damaged products
• Duplicate payments

4. How to Request a Refund

If you believe you're entitled to a refund, please follow these steps:

• Contact the merchant directly via their contact details on the order page or receipt
• Provide your order reference and a clear explanation of the issue

5. WeguGo’s Role

While WeguGo is not liable for refund decisions, we may assist in dispute resolution between customers and merchants. You may contact us through the Contact Us page if you are unable to reach the merchant.

6. Non-Refundable Situations

• Change of mind after the order is prepared or dispatched
• Customer not present at the delivery address
• Delays caused by external factors such as traffic or weather

7. Processing Times

Approved refunds should be processed by the merchant within 3–7 business days, depending on their refund method (M-Pesa, cash, etc.).

8. Contact

To report refund concerns that remain unresolved, please visit our Contact Us page.