Price Disputes

Sometimes the rider's App can show different pricing from what was earlier shown when placing an order. 

This may be caused by the following;

  • There is a waiting fee charged - this happens when the rider had to wait either at the pick-up point or at the drop off point. This attracts a waiting fee depending on the type of vehicle booked. For bikes, a fee of Kes 100 is charged for every 30 minutes waiting.
  • There is an extra distance fee - this happens when the rider had to cover the extra distance from the one shown when an order was earlier booked. This happens when the pick-up or destination is different from what was picked on the Map.
  • Customer requests for an extra loader - Happens when the customer, especially for Trucks/Pick-ups/Van, needs an extra loader to assist in carrying the items to be delivered.

Do you think you were charged unfairly?

Always review your order receipt. There's a link at the bottom of the receipt that leads to the verification page. 

How to log a dispute

Click Dispute. The Dispute form will open.

Please choose the reason for the dispute and explain the situation. Sendy Team will review your case and we will decide whether the extra fee can be reimbursed.

You can also log in to your Sendy account and dispute your charges from there. The Dispute option is under: 

Menu > Order history> pick an order > the three dots button > Dispute

Click Dispute. The Dispute form will open. Please choose the reason for the dispute and explain the situation. Sendy Team will review your case and we will decide whether the extra fee can be reimbursed.

The reimbursement process

When your extra billing is reversed, your Sendy account will be credited and it will be reflected on your Sendy account statement. To check the statement, go to:  Menu > Payment > Select Statement Tab

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