01
Overview
TaxiNaija is committed to ensuring a fair experience for both riders and drivers. This Refund Policy outlines the circumstances under which refunds may be issued.
02
Refund Eligibility
| Scenario | Refund | Type |
|---|---|---|
| Driver cancelled after accepting | Full | Automatic |
| Driver did not arrive | Full | Upon request |
| Charged for trip that didn't occur | Full | Upon request |
| Duplicate charge | Full | Upon request |
| Incorrect fare (system error) | Full | Upon review |
| Significant route deviation | Partial | Upon review |
| Overtime charges due to driver error | Partial | Upon review |
| Safety incident during trip | Full | Upon review |
| Rider cancelled before driver arrived | None | Fee may apply |
| Rider changed destination mid-trip | None | Adjusted fare |
03
Overtime Charge Refunds
TaxiNaija charges ₦2 per second for trip time exceeding estimated duration. Overtime refunds may be issued if:
- Driver took an unnecessarily longer route
- Driver made unauthorized stops
- System error in estimated duration calculation
Overtime caused by traffic congestion or rider-requested detours is not eligible for refunds.
04
How to Request a Refund
- In-app: Trip History → select trip → "Report an Issue"
- Email: contact@taxinaija.com with trip ID, date, and description
- Phone: +234 813 715 9044
Requests must be submitted within 7 days of the trip date.
05
Refund Processing
- Reviewed within 3-5 business days
- Credited to your wallet or original payment method
- Bank refunds may take 5-10 business days
06
Cancellation Fees
- Rider cancels after driver arrived: Base fare cancellation fee
- Rider cancels after 5 minutes: Small cancellation fee
- No-show (5+ min wait): No-show fee applies
07
Contact
Email: contact@taxinaija.com | Phone: +234 813 715 9044 (NG) | +1 704 802 5993 (US)