Scope
This Refund Policy explains when and how TaxiNaija Technologies LTD (RC 9320671) issues refunds for payments made through the TaxiNaija app and website. It applies to trip payments, wallet funding, and any other charges processed through our licensed payment processor, Flutterwave. All amounts are in Nigerian Naira (₦).
When You Are Eligible for a Refund
| Situation | Refund outcome |
|---|---|
| You were charged but no driver was assigned or the trip never took place | Full refund |
| Duplicate charge for the same trip or wallet top-up | Full refund of the duplicate amount |
| Failed wallet top-up — you were debited but your wallet was not credited | Full refund (automatic reversal where possible) |
| You were overcharged relative to the fare shown in the app | Difference refunded |
| Trip cancelled by the driver after payment | Full refund |
| Trip cancelled by you before a driver accepted | Full refund |
| Trip cancelled by you after a driver accepted or arrived | Refund less cancellation fee |
| Serious service failure on a completed trip (e.g., significantly wrong route causing an overcharge) | Case by case — partial or full refund where verified |
| Completed trip provided as described | Not refundable |
What Is Not Refundable
- Completed trips where the service was provided as described;
- Cancellation fees properly disclosed at the time of cancellation;
- Promotional credits, discounts, or bonuses (these have no cash value);
- Charges older than 60 days, except where a longer period is required by law or by card-scheme rules.
How to Request a Refund
- Open the trip or transaction in the app and tap "Report an issue / Request refund", or
- Email contact@taxinaija.com with your registered phone number, the transaction reference and date, and a description of the issue, or
- Call +234 813 715 9044.
Please submit refund requests within 60 days of the transaction.
Refund Timelines
- We acknowledge refund requests within 24 hours and resolve most requests within 3 business days.
- Approved refunds to your TaxiNaija wallet are credited instantly once approved.
- Approved refunds to your card or bank account are processed through Flutterwave within 5–14 business days, depending on your bank or card issuer. The refund is returned to the original payment method.
- Failed wallet top-ups are typically auto-reversed by the payment processor within 24 hours to 7 business days; contact us if a reversal has not arrived within 7 business days.
Wallet Balance Refunds and Account Closure
If you close your TaxiNaija account with a remaining wallet balance, you may request a payout of the verified balance to a Nigerian bank account in your own name. Payouts are subject to identity verification and applicable financial regulations, and are processed within 14 business days of a verified request. Promotional credits are excluded.
Chargebacks
If you dispute a charge with your bank or card issuer, we will cooperate with the payment processor's chargeback process. We encourage you to contact us first — most issues are resolved faster through our support channels than through a chargeback.
Fraud and Abuse
We may decline refund requests that are fraudulent, abusive, or in breach of our Terms and Conditions, and may suspend accounts involved in refund abuse.
Contact Us
TaxiNaija Technologies LTD
No. 30, Apple Road, Oke Alaro, Olusoji Elebu Area
Oluyole Extension, Ibadan, Oyo State, Nigeria
Email: contact@taxinaija.com
Phone: +234 813 715 9044 (Nigeria) | +1 704 802 5993 (US)
This policy does not limit any rights you have under the Federal Competition and Consumer Protection Act or other applicable Nigerian consumer protection law.
