Refund Policy

Posting a request on Suwe is free. Nothing is charged until you accept a bid (or, for suwe express, a Runner is assigned) and pay. Your payment is then held in escrow by Paystack. It is not paid to the Runner until you confirm delivery, or until our team decides a dispute in the Runner’s favour.

If you cancel a request before paying, or your request closes without receiving any bids, there is nothing to refund and nothing to pay. It costs you nothing.

You get the full amount you paid back when:

• You cancel a funded job before the Runner has started it.
• A dispute is decided in your favour.

Once a job is underway, the Runner may already have spent money on your behalf. If the job is cancelled at this stage, the Runner is repaid from escrow for any items they have already bought for you, and the rest of your payment is refunded to you.

Refunds go back to the original payment method through Paystack. How long the money takes to show in your account depends on your bank or card issuer.

On some purchase requests, a Runner’s bid asks you to pay the shop directly for the items. Those transfers go straight from you to the merchant, outside escrow, so Suwe does not hold that money and cannot refund it. Only the fees held in escrow for that job are covered by this policy. If the payment window for a direct item payment lapses without payment, the job may be cancelled and those fees are not refunded, as set out in our Terms of Service.

If a job wasn’t done as agreed, raise a dispute in the app with a reason and any evidence, such as photos. Your money stays in escrow while our team reviews it. If you can’t find what you need in the app, email hello@thesuwe.com.