Returns & Refund Policy

At Tiyeni Xpress, we take great pride in our multi-service platform. We hope you are satisfied with your experience, whether you are ordering food, booking a stay, or purchasing retail items. Our partners undergo stringent quality checks to ensure the best service and your full satisfaction.

In accordance with the Malawi Consumer Protection Act and the Sale of Goods Act, we provide clear guidelines regarding returns and refunds for all transactions processed via our platform, including payments made through PayChangu.

1. Can a Customer return items or cancel services?

• On-Demand Services (Eats & Rides): Once an order is prepared or a ride has commenced, sales are final. Cancellations after this point are non-refundable.
• Retail Goods: Items cannot be returned or exchanged unless they are assessed to be defective and remain in their original, unopened condition.
• Stays: Subject to the specific cancellation policy of the host/hotel as displayed at the time of booking.

2. Defective Items & Quality Issues

If you receive an item that is faulty or defective, you must notify us via email at support@tiyenixpress.com within 3 days of receipt. Please include:

• Pictures showing the fault or damaged part.
• Your Order ID and PayChangu transaction reference.

3. PayChangu Refund Processing

Refunds for transactions via our PayChangu gateway are processed as follows:

• TNM Mpamba & Airtel Money: Reversals to your mobile wallet typically take 24–72 hours.
• Bank Transfers & Instant Transfers: Refunds are sent to the originating account. Snippets of bank statements may be required for verification.
• USD & Card Payments: Subject to prevailing exchange rates and bank processing times (5–10 business days).

4. Responsibility for Delivery Costs

If a return is accepted due to a verified defect or error on our part, Tiyeni Xpress will bear the delivery costs. For all other instances, the customer is responsible for transport charges.

5. Platform Credit

• Platform credits are valid for **6 months** from the date of issue.
• Credits are non-exchangeable for cash unless required by Malawi law.

6. Jurisdiction

This Refund Policy is governed by the laws of the **Republic of Malawi**. Returns and collections are applicable only within Malawi borders.