SuriGO Refund Policy

Last updated: 11 September 2026

This Refund Policy explains when you get your money back on SuriGO, how the money comes back to you, how long it takes, and what we do not refund. It covers orders, parcels and rides in Suriname. It works together with our Cancellation Policy and our Payment Terms.

The short version

• Approved refunds are paid as SuriGO wallet balance. The money does not go back to your card or bank account, and wallet balance cannot be cashed out.
• Every refund is reviewed by a person at SuriGO. Nothing is refunded automatically. When a paid order is cancelled or fails, the system opens a refund request for it and we review it.
• If you paid cash, there is nothing for us to refund: you either did not pay yet, or you handed money to the courier. Cash problems have to be sorted out with us by hand.
• The delivery fee is paid in cash to the courier, so it is not part of the amount we can refund.
• Some things always qualify for a refund, and some things never do. Both lists are below, in plain words.

Contents

1. When you are entitled to a refund
2. What we do not refund
3. How a refund is paid back to you
4. If you paid cash
5. The delivery fee
6. How to ask for a refund, and by when
7. How we decide, and how long it takes
8. Rides
9. Parcels
10. Stays and appointments
11. Abuse of this policy
12. How to reach us

1. When you are entitled to a refund

You get your money back in these situations:

• You paid for an order and it was cancelled before the store started preparing it.
• The store cancelled your paid order, for any reason, including items being out of stock or the store being closed.
• SuriGO cancelled your paid order, or the order failed because no courier or driver could take it.
• The order was never delivered, or was delivered to the wrong address through no fault of yours.
• Items are missing from what you received, or you were sent the wrong item.
• The item arrived damaged, or in a state that makes it unusable.
• You were charged twice for the same order, or charged for an order that never reached the store.

Food safety always qualifies. We refund without argument if food or medicine arrives spoiled, contaminated, mouldy, past its expiry date, with a foreign object in it, or containing something you declared an allergy to. These cases are never treated as a matter of taste. Please tell us straight away, and keep the item and its packaging if you safely can.

2. What we do not refund

Being honest about this up front saves everyone an argument later. The following are not grounds for a refund:

• Taste, seasoning, appearance, texture, portion size, or how well food is cooked. These depend on the kitchen and on personal preference, not on a defect.
• Food arriving warm rather than hot, or cold rather than chilled, when it is otherwise in good condition. Delivery takes time.
• Changing your mind after the store has started preparing the order.
• Nobody at the address. If the courier arrives, waits, and cannot reach you by phone or chat, the delivery counts as attempted and the order is not refunded.
• A wrong or incomplete address, or a wrong phone number, that you entered.
• Items you ordered by mistake that were correctly delivered.
• Tips on a delivery or ride that was completed.
• The delivery fee, when it was paid in cash to the courier who made the delivery.
• Requests made after the time limits in section 6.

If the store agrees to refund something on this list anyway, we will pass it on. But you cannot claim it as a right.

3. How a refund is paid back to you

Read this part carefully, because it is the one that surprises people.

An approved refund is added to your SuriGO wallet balance. SuriGO does not send money back to the card, bank account or payment provider you used. The credit appears in your wallet as a transaction marked "Refund" as soon as we approve it.

Wallet balance can be used to pay for orders and rides on SuriGO, and can be sent to another SuriGO user. It cannot be withdrawn as cash. If you do not intend to use SuriGO again, tell us when you make the request and we will discuss what we can do, but our normal and automatic route is the wallet.

One more consequence worth knowing: if you delete your SuriGO account, any wallet balance, including refunded money, is lost. Spend it before you close the account.

4. If you paid cash

Cash orders are paid at the door, so there is normally nothing to refund:

• If the order is cancelled before delivery, you never paid. There is no refund because there was no charge.
• If you paid the courier in cash and something was wrong with the order, we cannot reverse that payment from our side. Contact us with the order code and we will work out a solution with you and the store, which may be a credit to your wallet balance.

5. The delivery fee

On SuriGO the delivery fee is handed to the courier in cash at the door, even on orders paid online or from the wallet. That money never passes through SuriGO.

So when we refund a paid order, the refunded amount is the order total minus the delivery fee. If the courier did not deliver at all, you did not pay the fee either, and nothing is owed.

6. How to ask for a refund, and by when

Write to contato@surigoapp.com and include:

• your order code, exactly as it appears in the app;
• a short description of the problem;
• photos of the item and its packaging, where the problem is something we can see.

Time limits, counted from delivery or from the end of the trip:

• 48 hours for prepared food, for rides, and for anything that spoils.
• 7 days for groceries, pharmacy items, pet products, mall items and parcels, because a defect in those is often only discovered later.

If you cannot see the problem until you open the package, tell us as soon as you do. We will not refuse a genuine claim over a few hours, but we cannot investigate an order from last month.

7. How we decide, and how long it takes

When a paid order is cancelled or fails, our system opens a refund request for it automatically. That request is a record that something needs to be looked at; it is not money being sent. Nothing is credited until a person at SuriGO approves it. For a problem with an order that was delivered, write to us: there is no automatic request for that case, so we open it with you by hand.

We review the request with the store and the courier, and we may ask them for their account of what happened. SuriGO takes the final decision. We review every request and tell you the outcome either way. If we agree with you, we credit your SuriGO wallet, and you will see the credit in your wallet transactions.

If we refuse a refund, we will say why. If you disagree, reply to us and ask for the decision to be looked at again.

8. Rides

The fare you are quoted before you confirm is the fare you pay, so there is no adjustment at the end of a trip. You are entitled to a refund of a ride paid from your wallet when:

• the ride was cancelled before it started, by you, by the driver, or by the system because no driver was found;
• the driver never arrived;
• you were charged for a trip that did not happen.

A completed trip is not refunded because the route was longer than you expected or because of traffic. If the driver behaved badly, or took a clearly unreasonable route, tell us: that is a complaint we will investigate, and it may end in a refund.

9. Parcels

For SendIt parcels, a refund of what you paid applies when the parcel was never collected, or when the courier could not deliver it and could not return it to you. Parcels are carried at your own risk as to the contents: it is your responsibility to pack them properly and not to send prohibited items. See our Delivery Terms.

10. Stays and appointments

Where you book a stay or a reservation through SuriGO, the listing shows a cancellation policy chosen by the host. That policy sets how much of what you paid is refunded, based on how many days before the check-in date you cancel: the further ahead, the higher the percentage. If you cancel on or after the check-in date, nothing is refunded. The policy shown on the listing at the moment you book is the one that applies to you.

11. Abuse of this policy

We keep a record of refunds. If an account makes repeated claims that we cannot verify, we may ask for more evidence before approving anything further, and we may limit or close the account. Claiming a refund for goods you actually received is fraud.

12. How to reach us

SuriGO is operated by VENESEY IMPORT & EXPORT N.V.. For refunds, write to contato@surigoapp.com with your order code. We may update this policy; the date at the top tells you when it last changed, and the version on this page is always the one in force.

This policy is published in English. A Dutch translation may be provided for convenience; in case of any difference, the English version prevails.