Yufo Refund & Cancellation Policy

Yufo Refund & Cancellation Policy Effective Date: 9 July 2025

This Refund & Cancellation Policy applies to all users of the Yufo platform, including both customers and independent contractor drivers. By using Yufo’s mobile app or website, you agree to the terms outlined below.

1. For Customers

1.1 Cancellations

• Customers may cancel a booking at least 2 hours prior to the scheduled pickup time without penalty.

• Cancellations made less than 2 hours before pickup may incur a late cancellation fee of $15, or a percentage of the total booking fee, whichever is higher.

• If the driver is already en route or at the pickup location, no refund will be issued.

1.2 Refunds

• Full refunds will be issued for:

• Service disruptions caused by a system error or platform failure.

• Driver no-shows where a replacement cannot be found within a reasonable time.

• Double charges or unauthorised transactions (subject to investigation).

• Partial refunds may be considered in cases involving:

• Incomplete delivery due to access restrictions caused by the customer.

• Items returned due to customer rejection not caused by driver error.

1.3 No Refund Scenarios

• Customer provides an incorrect delivery address.

• Customer is unavailable at delivery site and unreachable.

• Order cancellations made after job commencement.

1.4 Refund Processing Time

• Approved refunds will be processed to the original payment method within 7–10 business days.

2. For Drivers

2.1 Cancellations by Drivers

• Drivers may cancel a job without penalty up to 30 minutes before pickup.

• Frequent last-minute cancellations may lead to temporary suspension or removal from the platform.

2.2 Payment Withholding

• If a driver fails to complete a job due to fault or negligence, Yufo reserves the right to withhold or reverse payment.

• In cases of customer refund due to driver error, the equivalent amount may be deducted from the driver’s next payout.

3. Dispute Resolution If you believe a cancellation or refund has been wrongly applied, contact our support team via:

• Email: [email protected]

• In-app Help > Disputes

All refund disputes must be lodged within 14 days of the transaction.

4. Policy Changes Yufo reserves the right to amend this policy at any time. Updates will be posted in-app and on our website. Continued use of the platform constitutes acceptance of the revised terms.