Refund and Cancellation Policy for WakaFast
Effective Date: 09-05-2025
At WakaFast, we aim to provide a smooth and efficient experience for all users. This Refund and Cancellation Policy explains the conditions under which refunds are provided and how cancellations are handled for both riders and drivers. Please review it carefully.
1. Ride Cancellation Policy
Riders and drivers can cancel rides under the following conditions:
- Riders: You may cancel a ride at any time before the driver arrives, but a cancellation fee may apply if you cancel after the driver is en route or has already arrived at the pickup location. Cancellation fees will be displayed in the app before you confirm the cancellation.
- Drivers: Drivers can cancel the ride before starting the trip. If a driver cancels after accepting a ride, a cancellation fee may apply, depending on the situation.
2. Refund Policy
Refunds for canceled rides and other services are provided under the following circumstances:
- Rider Refunds: If you are charged for a ride that was canceled due to a fault on our part (e.g., driver not showing up), you will receive a full refund.
- Driver Refunds: Drivers who were charged fees for canceled rides due to app errors or incorrect charges are eligible for a refund.
- Wallet Top-Up Refunds: If you mistakenly top-up your wallet or make an incorrect payment, you may request a refund. Refunds for wallet top-ups are subject to approval and must be requested within 7 days of the transaction.
3. How to Request a Refund
If you believe you are eligible for a refund, please follow these steps:
- In the app, go to "Help & Support" and select "Request Refund."
- Provide necessary details about the ride and reason for the refund request.
- If necessary, email our support team at wakafastofficial@gmail.com.
4. Cancellation Fees
Cancellation fees are applicable in certain situations as follows:
- Riders: A cancellation fee may apply if you cancel a ride after the driver has been dispatched or after a specified time (usually 5 minutes). This fee helps to compensate the driver for their time and effort.
- Drivers: A driver may incur a cancellation fee if they cancel the ride after accepting it or if they repeatedly cancel rides without reasonable justification.
5. In-app Cancellation & Refund Option
Users (both riders and drivers) can cancel their accounts or request refunds directly from within the WakaFast app. Follow these steps:
- Go to your profile settings
- Select the "Account Settings" option
- Click "Delete Account" to request account deletion or access "Refund & Cancellation" to initiate a refund request
6. Contact Us
If you have any questions or concerns regarding this policy, or if you need assistance with a refund or cancellation, please reach out to us at:
Note: Refund and cancellation policies are subject to change. Always review the latest version of the policy before initiating a request.