Refund Policy
This policy covers the only thing you pay Cargo Motives for: the optional Cargo Motives Plus subscription. It doesn't limit any right to a refund you have under Tanzanian law.
Payments for jobs
Cargo Motives doesn't collect, hold or process the payment for a job — the Customer and the Transporter Company settle it directly between themselves. We therefore can't refund job payments; any refund of a job payment is between the two parties. If there's a problem with a delivery, report it in the app and we'll help review it (see our Terms).
Before you pay for Plus
The price, currency and length of the Plus period are shown in the app before you confirm payment. Plus is a one-off purchase for that period — it does not renew automatically, so there is nothing to cancel, and you're never charged again unless you choose to buy it again.
When you're entitled to a refund
- Charged, but Plus wasn't activated. If your mobile money payment went through but Plus didn't start on your account, tell us: we'll activate it, or refund you in full if you prefer.
- Charged twice. A duplicate payment for the same purchase is refunded in full.
- We couldn't provide the service. If Plus benefits weren't available because of a fault on our side for a significant part of your Plus period, we'll refund the unused part or extend your Plus period — your choice.
- Suspended by mistake. If we suspended your account and later found that was a mistake, we'll extend your Plus period by the time you lost.
When refunds aren't given
- After a Plus period has started and the service is working, it isn't refunded just because you stop using it, except where the law requires otherwise.
- If your account is suspended or deleted for breaking our Terms, remaining Plus time isn't refunded.
- If you delete your own account, remaining Plus time is forfeited.
How to ask for a refund
Contact us within 30 days of the payment, through Help & Support in the app or at support@cargomotives.com, with the phone number you paid from and the payment date (you can find it under Payment history). We'll reply within 5 working days. Approved refunds are sent back to the same mobile money number within 14 days of approval.