REFUND POLICY

Last Updated: 15 November 2025

This Refund Policy outlines the process for requesting adjustments to Charges (as defined in the Terms and Conditions), refunds, or submitting complaints regarding your Ride booked via the Uber App (“Ride order”) or your Order of goods via the Uber Eats App (“Eats order”) facilitated through the Uber platform. As an intermediary, Uber facilitates your connection with independent contractor third party providers (Third Party Providers) who offer transportation and delivery services and goods.

1. Our Role as an Intermediary:

In respect of transportation and delivery services provided via the Uber App and in respect of goods purchased via the Uber Eats App, Uber is an intermediary technology platform that connects you with independent Third Party Providers. When you use the Uber platform for your Rides or Ears Order , you are receiving services or goods directly from these Third Party Providers. Uber facilitates your payment of applicable Charges on behalf of the Third Party Provider as their limited payment collection agent. Payment of Charges in this manner is considered the same as payment made directly by you to the Third Party Provider. For further details, please refer to Clause 4 ("Payment") of the Terms and Conditions.

2. Requesting Adjustments to Charges or Refunds from Third Party Providers:

You have the right to directly request lower charges from a Third Party Provider for services or goods received by you from such Third Party Provider at the time you receive those services or goods. Uber will respond accordingly to any request from a Third Party Provider to modify the charges for a particular service or good.

3. Submitting a Request or Complaint to Uber:

If you would like to request an adjustment to Charges or a refund or otherwise have a complaint about your Ride or Eats order, that you were unable to resolve directly with the Third Party Provider, please submit your request or complaint to help.uber.com within thirty (30) days of the transaction in question. The decision to review any submission made after 30 days will be in Uber’s sole discretion.

4. Uber's Handling of Requests and Complaints:

For any request or complaint, Uber will address it in the manner that Uber it deems appropriate (subject to applicable law), which may include, but is not limited to taking no action, issuing credits to your Uber account in the form of Uber funded Uber Cash as an appeasement (if permitted by applicable law and the Uber Cash Terms and accepted by you expressly or impliedly by using such Uber Cash as a payment method) or refunding to the method of payment used for your transaction. If you have used cash to pay for your transaction, we will only be able to refund by bank transfer to your nominated account in Kenya.