Refund & Cancellation Policy

This policy explains how cancellations, refunds, and failed deliveries are handled across Tumr. Product terms can add specifics; where they do, those terms control for that product.

1. Marketplace orders (Tumr Stores)

• Before dispatch. If your order has not been dispatched, contact the store or support to cancel; escrowed funds are released back to your payment method.
• Failed or undelivered orders. If an order cannot be delivered, the escrowed payment is refunded after the delivery is marked failed through the dispute/claim process.
• Problems with an order. Report damaged, wrong, or missing items to support with your order reference. Because goods are sold by independent merchants, remedies follow the store's stated policies plus your rights under applicable law; Tumr facilitates the refund through escrow where funds are still held.
• Refunds are made to the original payment method via Flutterwave and are subject to the processor's settlement timelines.

2. Subscriptions (Tumr Sell and other paid plans)

• You can cancel a subscription at any time; access continues until the end of the current billing period and does not renew.
• Fees already paid for the current period are not refunded except where required by law or where we state otherwise.
• Failed renewal payments trigger a grace period before access is restricted.

3. Wallet top-ups

Wallet top-ups are normally non-refundable once credited because balances can be paid out to your verified bank account. If a top-up was credited in error or a payment was taken without credit, contact support and we will correct the ledger.

4. AI credit packs

Purchased AI credits are added to your balance immediately and remain until used. Credit packs are refundable only where required by law.

5. Delivery deposits (riders and carriers)

Refundable deposits are returned on request after account closure and settlement of outstanding obligations, per the Carrier/Rider terms.

6. How to request

Email [email protected] with your order, payment, or wallet reference. Disputes about escrowed orders are handled through the claims process linked from your order page.