Cancellation & No-Show Policy

Passengers may cancel a trip request at any time through the GOYIN App.

However, cancellation fees may apply depending on when the cancellation occurs.

1.1 Free cancellation

A Passenger may cancel without a fee if:

• the cancellation occurs shortly after the request is made; and
• the Driver has not yet begun traveling toward the pickup location.

The free cancellation window may vary depending on platform settings.

1.2 Cancellation fee

A cancellation fee may be charged if:

• the Driver has already accepted the ride request and begun travelling to the pickup location;
• the Passenger cancels after the free cancellation window; or
• the Passenger repeatedly cancels ride requests after Drivers have accepted them.

The cancellation fee helps compensate the Driver for time and fuel spent travelling to the pickup location.

A Passenger may be considered a No-Show if the Passenger fails to arrive at the pickup location within the waiting period after the Driver arrives.

2.1 Waiting period

Drivers are expected to wait at the pickup location for up to 10 minutes (or another time communicated by GOYIN).

If the Passenger does not arrive during this period, the Driver may cancel the trip and mark it as a Passenger No-Show.

2.2 No-Show fee

If a Passenger is marked as a No-Show:

• a No-Show fee may be charged to the Passenger;
• the fee may be partially or fully transferred to the Driver as compensation.

Repeated No-Shows may lead to account warnings or restrictions.

Drivers are expected to accept ride requests responsibly.

Drivers may cancel a trip in certain circumstances, including:

• difficulty locating the Passenger
• passenger failure to arrive at the pickup point
• safety concerns
• vehicle issues or emergencies

However, excessive cancellations by Drivers may negatively affect their platform standing.

The following behaviour may result in platform enforcement actions:

Passengers

• repeatedly requesting rides and cancelling after acceptance
• intentionally failing to appear for trips
• abusing the cancellation system

Drivers

• accepting trips without intending to complete them
• cancelling rides to avoid certain passengers or locations without valid reason

GOYIN may monitor cancellation patterns and take action where misuse is detected.

Cancellation fees may be refunded in exceptional cases, including:

• technical errors on the GOYIN Platform
• incorrect driver location data
• emergencies or safety concerns reported by the Passenger

Refund decisions are made at GOYIN’s discretion after reviewing the trip details.

GOYIN may take action against accounts that repeatedly violate this policy.

Possible actions include:

• warnings
• temporary suspension
• permanent account deactivation

GOYIN reserves the right to enforce this policy in order to maintain platform reliability and fairness.

GOYIN may update this Cancellation & No-Show Policy from time to time.

Updates will be communicated through the GOYIN Platform. Continued use of the Platform constitutes acceptance of the updated policy.

For questions regarding cancellations or fees, users may contact:

GOYIN Customer Support

• Email: support@goyin.africa
• Website: www.goyin.africa

GOYIN strives to maintain a fair and efficient platform where Drivers are respected for their time and Passengers receive reliable transportation services at good rates.