Legal
Refunds and guarantee
When you get your money back, and how to ask.
Draft. This text is awaiting review by our Kenyan counsel and may change before launch. Last updated 10 November 2026. Questions: hello@vuvo.co.ke.
1. On time, or your fee back
If your runner arrives or completes the errand more than 30 minutes after the agreed time because of us, we refund the errand fee. This does not cover delays caused by you, by an office or third party, or by events outside our control. Government fees and the cost of goods are not refunded under this promise.
2. Proof or no charge
If a required photo, receipt or signature listed in your booking is missing, you do not pay for that part of the errand.
3. Verified-purchase cover
For items we buy for you, we check them against your list before handover. If an item is wrong, we replace it or refund it, up to the cap shown at booking.
4. Cancellations
Free until a runner has confirmed. After that, a fee shown at booking may apply. If we cancel, you are refunded in full.
5. How to claim
Message us on WhatsApp or email hello@vuvo.co.ke with your booking reference within 7 days of the errand. We reply with a decision within 24 hours and pay approved refunds to the original payment method within 3 working days. Business accounts receive credit notes.
6. Subscriptions
Subscription terms and any unused-balance rules will be set out here before subscriptions open.