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Refund Policy

Last updated: August 10, 2026

This Refund Policy sets out when refunds are and are not payable, the process for requesting one, and how long refunds take to reach you. It is incorporated by reference into the Terms of Service.

1. General principles

  1. Refunds are decided on the facts of each Trip-Day, in accordance with this Policy.
  2. Approved refunds are, in the first instance, credited to your Wallet spendable balance. Where you have withdrawn, refunds may be routed to the original payment method or another payment channel we designate, subject to operational, legal, and regulatory requirements.
  3. We reserve the right to investigate every refund request, including by reviewing GPS data, chat logs, driver / passenger attendance flags, and any other Trip records, in order to prevent fraud, abuse, or misuse.
  4. Refunds are processed on a per-Trip-Day basis. A multi-day Booking is not refunded on a whole-Trip basis simply because one Trip-Day was disputed — each affected Trip-Day is evaluated on its own facts.
  5. Where the Service Charge has been earned, we may deduct it from a refund. Where a refund arises from Driver fault or a service failure attributable to us, the full amount paid is refunded.

2. Passenger-initiated cancellations

  1. Before Driver acceptance. Any amount pre-authorised, held, or paid is refunded in full.
  2. Early cancellation (before the daily cut-off). Where you cancel a Trip-Day sufficiently in advance of the Driver’s pickup time (as defined by the in-app cancellation window for that Trip), the fare is refunded in full, less any small administrative processing fee expressly disclosed at cancellation.
  3. Late cancellation. Where you cancel a Trip-Day inside the cut-off window — sufficiently close to pickup that the Driver cannot reasonably re-sell the seat — the fare for that Trip-Day is not refundable. This is because the seat has effectively been consumed against the Driver’s capacity.
  4. No-show. If the Driver arrives at the pickup point and waits the applicable grace period (published in-app) and you neither arrive nor cancel in-app, you are treated as a no-show and no refund is due.
  5. Ride refused after boarding for behaviour. Where a Driver ends a Trip early due to your prohibited conduct (clause 11 of the Terms), you are not entitled to a refund of the affected Trip-Day.

3. Driver-initiated cancellations & service failures

  1. Driver cancels a Trip-Day after accepting the Booking. You receive a full refund of the fare paid for that Trip-Day. Where the pattern is repeated by the same Driver, we may sanction the Driver under clause 12 of the Terms.
  2. Driver marks the Trip-Day as suspended (e.g. vehicle unavailable, personal emergency). You are not charged for that Trip-Day and any pre-held amount is released back.
  3. Driver no-show (Driver did not arrive within a reasonable time and did not update the Trip-Day status). You are refunded in full.
  4. Vehicle unroadworthy or safety-inadequate at pickup. You may decline to board; the Trip-Day is refunded in full and reported to our Trust & Safety team.
  5. Substantial route deviation. Where the Driver, without lawful reason, materially departs from the agreed route in a way that substantially harms the value of the Trip to you, a partial or full refund may be granted upon investigation.

4. Payment failures, duplicates, and technical errors

  1. Duplicate charges are refunded in full upon confirmation.
  2. Where a payment is deducted without a corresponding successful Booking, the amount is refunded in full.
  3. Where an incorrect fare has been charged due to a technical error, we will refund the difference.

5. Wallet balances & withdrawals

  1. Spendable Wallet funds may be withdrawn to a verified bank account. Withdrawals may take between one (1) and five (5) business days after approval, depending on the banking rails.
  2. Withdrawal requests may be delayed or declined where fraud, abuse, suspicious activity, sanctions-list matching, or a lawful hold is present.
  3. Referral rewards and promotional credits are not directly withdrawable. Referral rewards may be transferred to the spendable Wallet subject to programme-specific minimums and PIN authentication.

6. Promotional credits, bonuses, and coupons

Promotional credits, referral rewards, discount codes, and other incentives are:

  • non-transferable;
  • not redeemable for cash;
  • not refundable when a related Trip is cancelled — only the eligible monetary amount, if any, may be refunded;
  • expire in accordance with the terms of the specific promotion.

7. Circumstances where refunds may be declined

  1. failure of the Passenger to appear within the permitted waiting time;
  2. provision of inaccurate pickup or drop-off information;
  3. violations of these Terms;
  4. fraudulent, deceptive, or abusive refund practices, or repeated misuse of the refund process;
  5. circumstances beyond the Company’s reasonable control (see clause 15 of the Terms);
  6. where the service has substantially been rendered.

8. Processing time

  1. To the in-app Wallet: generally immediate or within 24 hours of approval.
  2. To a bank account or card: generally within 5 to 15 business days, depending on the financial institution, payment processor, and applicable regulations.
  3. We are not liable for delays caused by third-party payment providers or financial institutions.

9. How to request a refund

Open the affected Trip-Day in the app and tap “Report an issue”. Describe the problem and attach any photographs or screenshots you have. Our support team will acknowledge within seven (7) business days and confirm the outcome within a reasonable time thereafter. You may also email support@conductor.ng.

10. Fraud prevention & abuse

We maintain fraud-detection measures for refund requests. Users who engage in fraudulent, deceptive, or abusive refund practices may have their accounts suspended, restricted, or terminated, and forfeit outstanding Wallet balances derived from the abusive activity, without prejudice to any other legal remedy available to the Company.

11. Changes to this Policy

We may amend this Policy from time to time. Changes take effect on publication and continued use of the Platform constitutes acceptance.