Refund Policy

1. Rider Refund Policy

1.1 Eligible Refund Scenarios

Riders may be eligible for a full or partial refund in the following circumstances:

• Driver No-Show: If a Driver accepts your ride but fails to arrive within a reasonable time without notification
• Incorrect Fare Calculation: If you were charged more than the upfront fare estimate due to a system error
• Route Deviation: If the Driver took an unreasonably longer route without your consent, resulting in excessive charges
• Service Quality Issues: If the ride did not meet our service standards (e.g., unsafe vehicle, unprofessional conduct)
• Duplicate Charges: If you were charged multiple times for the same ride
• Technical Errors: If a technical issue prevented you from completing your ride
• Safety Concerns: If you had to end the ride early due to legitimate safety concerns

1.2 Non-Refundable Scenarios

Refunds will NOT be issued in the following cases:

• Change of mind after the ride has started
• Dissatisfaction with traffic conditions or travel time
• Rider no-show or failure to be at the pickup location
• Rider cancellation after the Driver has arrived
• Surge pricing during high-demand periods (clearly displayed before booking)
• Tolls, parking fees, or other legitimate additional charges
• Personal preference regarding the Driver or vehicle (unless safety is compromised)

1.3 Cancellation Fees

Free Cancellation Period: You may cancel your ride request for free within 2 minutes of booking, provided the Driver has not yet been assigned or started moving toward your location.

Cancellation Fees Apply When:

• You cancel after a Driver has been assigned and is en route to your location
• You cancel after the Driver has arrived at your pickup location
• You fail to show up at the pickup location within 5 minutes of the Driver's arrival

Standard Cancellation Fee: R25 - R50 depending on the time and distance the Driver traveled

Cancellation fees compensate Drivers for their time and fuel costs.

2. Driver Refund and Earnings Policy

2.1 Driver Earnings

Drivers receive 79% of the fare for each completed ride. Earnings are calculated as follows:

• Base Fare: The total fare charged to the Rider
• Driver Share: 79% of the base fare
• Platform Fee: 21% retained by Hamba Rides for technology, insurance, support, and operations

2.2 Rider Cancellation Compensation

If a Rider cancels after you've started driving to the pickup location, you will receive a cancellation fee. The cancellation fee is split:

• Driver receives 100% of the cancellation fee
• No platform fee is deducted from cancellation fees

2.3 Fare Adjustments

If a fare is adjusted or refunded due to a legitimate Rider complaint:

• The adjustment will be deducted from your earnings if you were at fault
• No deduction will be made if the issue was due to a system error or Rider fault
• You will be notified of any fare adjustments with an explanation

2.4 Disputed Earnings

If you believe your earnings are incorrect, you may dispute them within 7 days by contacting driver support at drivers@hambarides.co.za or calling +27 63 025 1274.

3. How to Request a Refund

3.1 Refund Request Process

To request a refund, follow these steps:

1. In-App Request:
   • Open the Hamba Rides app
   • Go to "Trip History"
   • Select the ride in question
   • Tap "Report a Problem" or "Request Refund"
   • Select the issue category
   • Provide a detailed description
   • Submit supporting evidence (photos, screenshots) if applicable
2. Email Request: Send an email to info@hambarides.co.za with:
   • Your name and account email
   • Trip ID or date/time of the ride
   • Detailed explanation of the issue
   • Any supporting documentation
3. Phone Request: Call our support line at +27 63 025 1274 (available 24/7)

3.2 Refund Request Timeline

Refund requests must be submitted within 30 days of the ride date. Requests submitted after 30 days will not be considered except in exceptional circumstances.

3.3 Required Information

To process your refund request efficiently, please provide:

• Trip ID or receipt number
• Date and time of the ride
• Pickup and drop-off locations
• Driver name (if available)
• Detailed description of the issue
• Photos or screenshots (if relevant)
• Any other supporting evidence

4. Refund Processing

4.1 Review Process

Once we receive your refund request:

• Acknowledgment: You will receive confirmation within 24 hours
• Investigation: Our team will review your request, trip details, and any supporting evidence
• Decision: We will make a decision within 3-7 business days
• Notification: You will be notified of the decision via email and in-app notification

4.2 Refund Methods

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds are typically issued to the original payment method used for the ride
• Hamba Rides Credit: In some cases, we may offer credit to your Hamba Rides account for future rides
• Cash Refunds: For cash payments, refunds may be issued as account credit

4.3 Refund Timeline

• Credit/Debit Card: 3-5 business days after approval
• Mobile Money: 1-3 business days after approval
• Hamba Rides Credit: Instant upon approval

Please note that the actual time for funds to appear in your account may vary depending on your financial institution.

4.4 Partial Refunds

In some cases, we may issue a partial refund if:

• The service was partially completed
• The issue affected only part of the ride
• Both parties share responsibility for the issue

5. Dispute Resolution

5.1 If Your Refund Request is Denied

If your refund request is denied and you disagree with the decision, you may:

• Request a Review: Ask for a second review by a senior support team member
• Provide Additional Evidence: Submit any new information or evidence that supports your claim
• Escalate: Request escalation to a supervisor or manager

5.2 Escalation Process

To escalate a dispute:

1. Reply to the refund decision email with "ESCALATE" in the subject line
2. Provide a detailed explanation of why you believe the decision was incorrect
3. Include any additional supporting evidence
4. A senior team member will review within 5-7 business days

5.3 Final Decision

After escalation, the decision made by our senior review team is final. If you remain unsatisfied, you may pursue resolution through the dispute resolution mechanisms outlined in our Terms of Service.

6. Special Circumstances

6.1 Accidents or Incidents

If your ride was affected by an accident or safety incident:

• Report the incident immediately to our safety team at +27 63 025 1274
• File a police report if necessary
• Contact our insurance team for claims related to injuries or property damage
• Refund requests will be processed separately from insurance claims

6.2 System Outages

If a system outage or technical issue prevents you from completing your ride:

• You will not be charged for incomplete rides
• Any charges made will be automatically refunded within 3-5 business days
• We may offer additional credit as compensation for the inconvenience

6.3 Weather or Natural Disasters

In cases of severe weather or natural disasters:

• Surge pricing may be suspended or limited
• Cancellation fees may be waived
• Refund policies may be adjusted on a case-by-case basis

6.4 Promotional Credits and Discounts

• Promotional credits are non-refundable and non-transferable
• Credits expire according to the terms of the promotion
• Unused credits cannot be converted to cash
• Refunds on rides paid with promotional credits will be issued as account credit only

7. Fraudulent Refund Requests

We take refund fraud seriously. Submitting false or fraudulent refund requests may result in:

• Denial of the refund request
• Suspension or termination of your account
• Legal action to recover losses
• Reporting to relevant authorities

Examples of fraudulent behavior include:

• Falsely claiming a ride did not occur
• Deliberately providing incorrect information
• Submitting multiple refund requests for the same issue
• Colluding with Drivers to defraud the platform

8. Goodwill Gestures

In some cases, even if a refund is not required under this policy, we may offer:

• Account credits for future rides
• Discount codes or promotional offers
• Complimentary rides
• Other forms of compensation

These goodwill gestures are offered at our sole discretion and do not create any obligation for future similar situations.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website and in our app. Your continued use of our Services after changes are posted constitutes acceptance of the updated policy.

Material changes will be communicated via:

• In-app notification
• Email to registered users
• Update to the "Last Updated" date at the top of this policy

10. Contact Information

For questions about this Refund Policy or to request a refund, please contact us: