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Refund Policy

Refund Policy

Effective Date: [June 2, 2025]
Last Updated: [June 2, 2025]

This Refund Policy applies to all users of the Sprinte app, a multi-service delivery platform offering on-demand delivery of food, groceries, pharmacy products, retail shopping, and parcel services across Liberia.

1. General Refund Terms

Sprinte is committed to ensuring quality and satisfaction. Refunds will only be issued under the circumstances detailed in this policy. By using the Sprinte app, you agree to these terms.

2. Refund Eligibility

2.1. Food Orders (Restaurants)

Refunds will be provided if:

  • The incorrect item was delivered.

  • Food is spoiled or unfit for consumption (evidence required).

  • The order was canceled by the restaurant or Sprinte due to unavailability.

Note: Orders canceled after food preparation has started may not be eligible for a refund.

2.2. Grocery, Pharmacy, and Retail Shopping

Eligible for refunds if:

  • Items are damaged, expired, or incorrect.

  • Delivery of the wrong item was confirmed.

  • The order was canceled before dispatch from the store.

Refunds do not apply to perishable goods or prescription medicines once delivered.

2.3. Parcel Delivery

Refunds are applicable if:

  • The parcel was not delivered.

  • The parcel was lost or damaged due to rider negligence (evidence required).

  • The customer cancels before the parcel is picked up.

3. Refund Process

To request a refund:

  1. Contact Sprinte Customer Support within 2 hours of delivery.

  2. Provide:

    • Order ID

    • Reason for the request

    • Supporting evidence (e.g., photos or video)

  3. Sprinte will investigate and respond within 24–48 hours.

Refunds will be processed through:

  • Mobile Money (MTN, Orange)

  • App wallet credit (for faster use)

4. No Refund Conditions

Refunds will not be provided for:

  • Delivery delays caused by weather, traffic, or public emergencies.

  • Incorrect delivery address provided by the customer.

  • Rejection of orders without valid justification.

5. Order Cancellation Policy

  • Customers may cancel an order before it is accepted by a vendor or picked up for a full refund.

  • Orders canceled after preparation or dispatch is not eligible for a refund.

6. Contact for Refund Requests

Sprinte Customer Support
📧 Email: admin@sprinte.net
📞 Phone/WhatsApp: +231 0777 954 099
🕒 Support Hours: 8:00 AM – 10:00 PM (7 days a week)

7. Changes to This Policy

Sprinte reserves the right to update this Refund Policy at any time. All changes will be effective immediately upon posting in the app and on the official website.