Red Fox Cargo

Legal

Refund policy

When and how refunds are handled.

Refund Policy

Effective date: 1 October 2026

This Refund Policy explains when Red Fox CargoRide may refund wallet top-ups, service fees, or related charges. All amounts are in Ethiopian Birr (ETB) unless stated otherwise.

1. Wallet top-ups

  • Successful online top-ups (for example ArifPay) are credited after the payment processor confirms success.
  • Manual / bank transfer top-ups are credited only after an admin verifies your uploaded receipt and matching bank deposit.
  • If a processor confirms payment but the wallet is not credited within a reasonable time, contact support with the payment reference and we will investigate.

2. When refunds may be issued

  • Duplicate top-ups for the same payment reference.
  • Top-ups credited in error by the Platform.
  • Cancelled jobs where Platform rules specify a fee refund to the payer.
  • Failed deliveries primarily caused by Platform matching errors, as determined by support review.

3. When refunds are generally not available

  • Completed deliveries performed according to the booking details.
  • Driver or shipper no-shows after grace periods where cancellation fees apply.
  • Losses caused by incorrect addresses, inaccessible pickup/drop-off points, or undeclared cargo issues.
  • Promo or welcome credits, which are discretionary and non-cashable unless expressly stated.
  • Chargebacks initiated without first contacting Red Fox CargoRide support (may lead to account suspension).

4. How to request a refund

  1. Open Help & Support in the app (or email support@hamercargo.com).
  2. Include your Driver ID / account phone, transaction or job reference, amount, date/time, and a short description.
  3. Attach receipts or screenshots where relevant.

We aim to acknowledge requests within 2 business days and resolve most reviews within 7 business days. Complex bank investigations may take longer.

5. Refund method

Approved refunds are typically returned to the Red Fox CargoRide wallet balance. Where a wallet credit is not appropriate, we may reverse to the original payment method or arrange a bank transfer after identity verification.

6. Chargebacks & abuse

Filing a chargeback while a support review is open, or repeatedly submitting false refund claims, may result in wallet freezes or permanent account closure.

7. Contact

support@hamercargo.com · +251 911 000 000 · Mon–Sat, 8:00–18:00 EAT