Payment and refund terms

How we collect payments and return money owed to you.

Your payment

Review the full amount, including delivery and any payment charge, before you approve a payment. Pay on delivery and pay at pickup use mobile money through Collecto. Cash is not accepted for these orders.

Your agreed delivery fee does not change if we choose another delivery partner.

When a refund is approved

A full refund includes the payment charge you paid with that purchase. GnG covers any payment fees that are not returned to us. A partial refund follows the amount approved for the returned item or cancelled booking.

Refunds below UGX 5,000

The minimum mobile money repayment is UGX 5,000. A smaller approved refund remains money we owe you. We can combine it with your other approved refunds in the same currency until the total reaches UGX 5,000.

We do not combine your money with another customer's money. We do not reduce, expire or charge a holding fee on your refund balance, and it is not automatically converted to shopping credit.

If your refund is waiting, you can contact GnG support for help. These arrangements do not remove your applicable customer rights.

Knowing when you have been paid

Approval means the refund is owed to you. It is paid only when the transfer is confirmed. If a payment is still being checked, we will check that payment before sending another one.

Refunds and seller earnings

For a refunded sale, the seller's original share and GnG's commission are reversed. If the seller has already been paid, its share is recovered from future earnings. This does not delay the customer's approved refund. GnG may cover the seller's share when Finance approves an exception.

Payment charges for sellers

Where sellers have agreed to pay collection charges, each seller pays only the charge for their sale after discounts. GnG covers the charge on delivery and other amounts. These charges are separate from sales commission and any agreed payout charge. Driver, delivery-partner, pickup and campaign earnings are not reduced by seller-paid collection charges.

For a full refund, we recover only the seller's original earnings after these charges. GnG covers payment costs that are not returned to us.

See your approved balance and repayment history in Your refunds. These payment terms supplement the return and cancellation conditions for your purchase. Updated 24 September 2026.

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