If you need to request a refund for Uber delivery fees or other issues, follow this guide to ensure your refund request is processed correctly.
Verify Automatic Refund
First, check the order details in the Journeys Dashboard (accessible via the truck icon on the New Order page) to see if the refund was automatically processed.
📌 Note: Uber orders can be canceled up until a courier is assigned. After that, 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
Order details (delivery date, customer contact)
Reason for the refund request
Once submitted, CleanCloud will escalate your request directly with Uber.
ⓘ Important: Refund requests must be submitted within 7 days of the order completion date. The Uber Direct Support Team will review the case and decide if a refund is appropriate. Disputes must also be submitted within 7 days of the initial response.
Refund Matrix
1. Delivery Fee Refund Eligibility
Scenario | Refund Eligibility |
Uber Canceled Orders | Yes |
Store/Customer Canceled | 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 to Uber. Provide the same details as above when contacting CleanCloud.
📌 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). Have your Uber Order ID or Delivery Token ready.
For more details, refer to Contacting Uber Support.
🛟 Need more help?
Explore our Help Center articles for answers. Contact us for further assistance.