If you need to request a refund for Uber delivery fees or other issues, first verify whether the refund was automatically processed by checking the order details in the Dashboard (accessible via the truck icon on the New Order page).
Please note that Uber orders can be canceled up until a courier is assigned for pickup or delivery. After this stage, delivery fees may apply even if the order is canceled or not completed.
How to Request a Refund
To request a refund, contact the CleanCloud Team with the following information:
CleanCloud Order ID.
Uber Order ID or Delivery Token.
Details about the order, including delivery date and customer contact information.
Reason for the refund request.
Once our team receives your request, we will raise it directly with Uber.
ⓘ Note: All refund requests must be submitted within 7 days of the order completion date. The Uber Direct Support Team will review the case and determine if a refund is appropriate. Disputes regarding the outcome must also be submitted within 7 days of receiving the initial response.
Refund Matrix
1. Delivery Fee Refund Eligibility
Scenario | Refund Eligibility |
Uber Cancelled Orders | Yes |
Store/Customer Cancelled | No |
Customer Not Found/Unavailable | No |
Order Marked Completed but Never Received | Requires Investigation |
Order Wrong/Missing Items | Requires Investigation |
Lost Order | Requires Investigation |
2. Missing or Lost Items Refund Eligibility
For missing or lost items, an investigation request will be submitted directly to Uber.
Contact the CleanCloud Team with the following information:
CleanCloud Order ID.
Uber Order ID or Delivery Token.
Details about the order, including delivery date and customer contact information.
Reason for the refund request.
ⓘ Note: Refunds are capped at $200, if the order value exceeds this limit, Uber will not consider the refund request. Refund requests must be submitted within 7 days of the order creation date.
Contacting Uber Support
Live Order Support: Call 1-866-987-3750 (24/7). Please have your delivery token or Uber Order ID ready. For more details, refer to Contacting Uber Support.
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