Service guarantee and refund policy

Last updated: 1 November 2026

This is what you can expect from Goerrands, how payment works, and when we do and do not give refunds.

Our guarantee

• Every delivery is done by a registered Goerrands rider whose name and phone number you can see on your tracking page.
• You see the price for your route before you request a delivery.
• You can reach us by WhatsApp, phone or email if there is a problem.

How payment works

You pay the delivery fee online through Paystack. You can pay when you request the delivery, or later, for example when your rider arrives, from My account or your tracking page. The rider hands over the package only after your payment is confirmed. If payment is not made, the package is not handed over and the delivery fee is still owed.

Cancelling an order

You can cancel in My account before your rider has picked up the item. If you had already paid, we refund what you paid. Once the rider has picked up the item, the delivery fee is still due and is not refunded.

When you get a refund

We refund what you paid if you cancel before your rider has picked up the item, and if you are charged by mistake, for example twice for the same delivery. Refunds go back to the same payment method through Paystack. How long they take to reach your account depends on your bank.

When there is no refund

• Late deliveries. We do not refund the delivery fee because a delivery was late.
• Lost or damaged items. Goerrands does not pay compensation for the value of an item that is lost or damaged. Please do not send items you cannot afford to lose.
• Wrong or incomplete addresses or phone numbers given by the customer, or a receiver who cannot be reached or refuses the item.
• Items we do not allow, listed in our Terms of service.

Questions or problems

If something goes wrong, tell us and we will look into it. Email goerrands@goerrands.online, or call or WhatsApp 0816 128 4627. Please include your tracking ID and a short description of what happened.