Uber Direct Refund Policies

Perishable Items Return Policies

1. End Customer Issues

  • Failed to Meet ID Requirements: Items, Tips and Delivery Fee are not refundable.
  • Courier Cancels After Waiting >8 Min: Items, Tips and Delivery Fee are not refundable.
  • Courier Has Photo Confirmation: Items, Tips and Delivery Fee are not refundable.
  • Order Not Delivered or Delivered at Wrong Location: Items, Tips and Delivery Fee are not refundable.

2. Cancels

  • Courier Cancels After Pickup: Items, Tips and Delivery Fee are refundable (100% or cap).
  • Pickup Incomplete or No Courier Assigned: Items, Tips and Delivery Fee are not refundable.
  • Unable to Find Courier After Making Food: Items, Tips and Delivery Fee are refundable (100% or cap).

3. On Time Delivery (Courier At Fault): Items, Tips and Delivery Fee are refundable (100% or cap).

4. On Time Delivery (Merchant At Fault): Items, Tips and Delivery Fee are not refundable.

5. Quality

  • Damaged Item(s): Items, Tips and Delivery Fee are refundable (100% or cap).
  • Courier Late or Cancel: Items, Tips and Delivery Fee are refundable (100% or cap).

6. False Complete: Items, Tips and Delivery Fee are refundable (100% or cap).

6. Wrong or Missing Order

  • Batched Order: Items, Tips and Delivery Fee are refundable (100% or cap).
  • Individual Order: Items, Tips and Delivery Fee are not refundable.
  • Some Item(s) Missing: Items, Tips and Delivery Fee are not refundable.

Non-Perishable Items Return Policies

1. End Customer Issues

  • Failed to Meet ID Requirements: Items, Tips and Delivery Fee are not refundable.
  • Courier Cancels After Waiting >8 Min: Items, Tips and Delivery Fee are not refundable.
  • Courier Has Photo Confirmation: Items, Tips and Delivery Fee are not refundable.
  • Order Not Delivered or Delivered at Wrong Location because of Missing/Incorrect Customer Instructions: Items, Tips and Delivery Fee are not refundable.

2. Cancels

  • Does Not Return Items After Pickup: Items, Tips and Delivery Fee are refundable (100% or cap).
  • Returns Items After Pickup: Tips and Delivery Fee are refundable.
  • Pickup Incomplete or No Courier Assigned: Items, Tips and Delivery Fee are not refundable.
  • Pickup Complete or Courier Reached Dropoff: Items, Tips and Delivery Fee are not refundable; Merchant is charged cancellation fee.
  • Unable to Find Courier: Items and Delivery Fee are refundable (100% or cap).

3. On Time Delivery (Courier At Fault): Tips and Delivery Fee are refundable.

4. On Time Delivery (Merchant At Fault): Items, Tips and Delivery Fee are not refundable.

5. Quality

  • Damaged or Partially Damaged Item(s): Items, Tips and Delivery Fee are refundable (50% or cap).
  • Damaged Yet Functional: Tips are refundable.
  • Courier Late or Cancel: Tips and Delivery Fee are refundable (100% or cap).

6. False Complete: Items, Tips and Delivery Fee are refundable (100% or cap).

7. False Returns: Items, Tips and Delivery Fee are refundable (100% or cap).

8. Wrong or Missing Order

  • Batched Order: Items, Tips and Delivery Fee are refundable (100% or cap).
  • Individual Order: Items, Tips and Delivery Fee are not refundable.
  • Some Item(s) Missing: Items, Tips and Delivery Fee are not refundable.

Note: A customer can always update a tip, up to 24 hours after a trip is completed.