Refund Policy

GOYIN aims to ensure fair and transparent transactions for both Passengers (Users) and Drivers.

Refunds may be issued in certain circumstances where a trip was not completed properly or where a charge was made in error.

All refund decisions are made at the sole discretion of GOYIN after reviewing the details of the trip.

A Rider may be eligible for a refund in the following circumstances:

2.1 Trip not taken

A refund may be issued if:

• the Driver did not arrive at the pickup location
• the trip was charged but the ride did not occur
• the trip was cancelled due to technical issues with the GOYIN Platform

2.2 Incorrect charges

Refunds may be issued where:

• the Rider was charged more than the correct fare
• duplicate charges occurred
• technical errors resulted in incorrect billing

2.3 Safety concerns

Refunds may be considered where a Rider reports:

• unsafe driving behaviour
• driver misconduct
• violations of GOYIN safety policies

Such reports may also trigger internal safety investigations.

2.4 Route or fare errors

A refund may be considered where:

• the trip route was significantly incorrect
• the Driver failed to end the trip properly in the app
• there was a system error affecting the fare calculation

Refunds will generally not be issued in the following situations:

• A Rider changes their mind after a completed trip
• A Rider enters an incorrect destination
• Delays caused by traffic or weather conditions
• Cancellation after the Driver has arrived at the pickup location
• Cleaning or damage fees resulting from Rider actions

If a Rider cancels a trip after a Driver has accepted the request or arrived at the pickup location, a cancellation fee may apply.

Cancellation fees compensate Drivers for time and fuel spent traveling to the pickup location.

These fees are generally non-refundable, except in cases of system errors or exceptional circumstances.

To request a refund, Passengers must submit a request through:

• the GOYIN mobile application, or
• GOYIN customer support.

Refund requests should include:

• trip details
• description of the issue
• any supporting information

Requests should be submitted within 72 hours of the trip.

Approved refunds may be issued through:

• the original payment method used for the trip
• GOYIN in-app wallet credits
• other methods determined by GOYIN

Processing time may vary depending on the payment provider.

GOYIN monitors refund requests to prevent misuse.

Users who repeatedly submit fraudulent or abusive refund claims may face:

• rejection of refund requests
• suspension of account privileges
• permanent account deactivation

Refund decisions are made carefully to ensure fairness to both Passengers and Drivers.

Drivers will not be penalised where investigations show that:

• services were delivered properly
• disputes are caused by factors outside the Driver’s control.

GOYIN reserves the right to modify this Refund Policy at any time.

Updates will be communicated through the GOYIN Platform.

Continued use of the Platform after updates constitutes acceptance of the revised policy.

If you have questions about refunds or billing issues, you may contact:

GOYIN Customer Support

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

GOYIN is committed to ensuring fair, transparent, and reliable service for both Passengers and Drivers.