Refund Policy
This Refund Policy explains how Mureza handles cancellations, failed deliveries, disputes, and refund decisions for payments collected on the marketplace.
Platform payment model
Mureza collects sender payment when a delivery offer is accepted. Funds are held while the parcel is being fulfilled and are only released after delivery confirmation or a completed review outcome.
When a sender may receive a refund
A sender may be eligible for a full or partial refund where a parcel is not collected, not delivered, materially mishandled, cancelled before fulfilment, or subject to a dispute resolved in the sender's favor.
When refunds may be reduced or declined
Refunds may be reduced or declined if the sender provided inaccurate parcel details, attempted to ship prohibited items, caused a failed handover, or otherwise breached the marketplace rules.
Cancelled jobs
If a job is cancelled before pickup, Mureza reviews the reason for cancellation and may issue a refund based on the transaction stage, operational costs incurred, and whether either party breached the agreed terms.
If cancellation happens before pickup and no material platform or payment-processing cost has been incurred, Mureza will generally aim to refund the sender in line with the applicable payment provider process.
Disputes and evidence review
Where a delivery issue is disputed, Mureza may request chat history, parcel details, proof of pickup, proof of delivery, and related timeline evidence before deciding whether a refund or payout adjustment is appropriate.
Refund timing
Approved refunds are processed back through the original payment method where possible. Mureza will usually submit the refund instruction within 14 days of its refund decision. Processing time after that can vary depending on the payment provider and card issuer.
Nothing in this Refund Policy removes or limits any mandatory statutory rights a consumer may have under UK law.
Chargebacks
If a customer files a chargeback, Mureza may pause internal resolution and review the available transaction evidence. Fraudulent or abusive chargebacks may lead to account restrictions.
Platform discretion
Because Mureza operates a managed marketplace, refund outcomes depend on the facts of each transaction, the evidence available, and the need to protect both senders and travellers from fraud.
Contact
Refund enquiries may be sent to support@mureza.co.uk or raised by phone on +44 734 969 2815.