Refund Policy
Last updated: March 31, 2026
1. Overview
At Moveham, we are committed to providing reliable and quality ride-sharing services. We understand that sometimes things may not go as planned, and we have established this comprehensive refund policy to ensure fair treatment for all our Riders and Driver Partners. This policy outlines the circumstances under which refunds may be issued, the refund process, and the timeline for processing.
2. Insurance Coverage
Third-Party Liability Coverage
We provide coverage for damages or injuries caused to other people during a ride, subject to applicable limits and conditions.
3. Ride-Sharing Refund Policy
Refunds for ride-sharing services may be issued in the following circumstances:
Full Refund Scenarios
- Driver Cancels Before Pickup: If a driver cancels a ride before pickup, the user is eligible for a full refund.
- Driver No-Show: Full refund if the driver fails to arrive at the pickup location within 10 minutes of the estimated arrival time and you cancel the ride.
- Safety Issues: Full refund if you report a valid safety concern that results in trip termination (unsafe driving, vehicle condition issues, driver behavior).
- Technical Error: Full refund if a system error caused incorrect fare calculation or duplicate charges.
- Incomplete Trip: Full or prorated refund if the driver was unable to complete the trip to your destination due to driver's fault.
Partial Refund Scenarios
- Service Quality Issues: Partial refund (up to 50%) for documented service quality issues (unclean vehicle, unprofessional behavior) upon investigation.
- Overcharging: Difference refunded if the fare charged exceeds the estimated fare by more than 25% without valid reason (traffic, route change requested by rider, or waiting time).
- Fare Dispute: Fares on Moveham are consistent and do not include surge pricing. If a discrepancy is identified, it will be reviewed and addressed accordingly.
No Refund Scenarios
- No-Show Riders: If a rider fails to show up for a scheduled ride, they are not eligible for a refund.
- Rider was not present at the pickup location when driver arrived
- Incorrect pickup or drop-off address provided by the rider
- Rider requested a change of destination during the trip. This is not supported on the Moveham platform; the selected pickup and destination remain unchanged once the trip is confirmed.
4. Cancellation Fees
Cancellation fees are applied to fairly compensate drivers and support platform operations when a ride is canceled after significant progress has been made.
| Cancellation Condition | Fee | Allocation |
|---|---|---|
| Before trip starts or before 1 km is traveled | No cancellation fee | — |
| After 1 km or more has been traveled | 30% of total fare | 20% to driver • 10% to Moveham |
* Cancellation fees are only applied after the ride has progressed beyond 1 km. In exceptional situations (such as emergencies or safety concerns), fees may be reviewed or waived.
6. Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- Rider was not present at the pickup location when driver arrived
- Incorrect pickup or drop-off address provided by the rider
- Rider requested a change of destination during the trip (Not possible in Moveham model)
- Toll fees or additional legitimate charges incurred during the trip
- Disputes raised more than 7 days after the trip date
- Trips completed as booked without any documented issues
- Force majeure events (natural disasters, civil unrest, government-mandated restrictions)
- Rider violated Terms of Service during the trip
7. How to Request a Refund (Claim Process)
To request a refund, follow these steps:
- Contact Our Support Team: Open the Moveham App and navigate to "Support" or "Trip History" in the menu.
- Select the Trip: Find and tap on the trip you wish to dispute.
- Tap "Contact support".
- Provide Required Documents: Describe the issue and upload any supporting evidence (photos, screenshots, proof of delivery or damages).
- Wait for Response: Our support team will review and respond within 3-5 business days.
Alternative Method: You can also email support@moveham.com with your registered phone number, email ID, and detailed description of the issue.
Time Limit: Refund requests must be submitted within 24 hours of the incident occurring.
8. Refund Processing Timeline
| Payment Method | Processing Time |
|---|---|
| Moveham Wallet | 1 – 3 business days |
* Processing times begin after refund approval.
9. Promotional Credits and Refunds
Trips paid using promotional credits, referral bonuses, or discount vouchers follow special refund rules:
- Promotional credits used on cancelled trips will be restored to your account
- Expired promotional credits cannot be restored
- Referral bonuses are non-refundable but may be credited back for valid cancellations
- Partial refunds on discounted trips are calculated based on the amount actually paid
10. Limitations of Liability
Maximum Liability: Our maximum liability amount per incident is limited to the coverage limits stated in our insurance policy. We are not liable for damages or losses that exceed this amount.
Platform Limitation: Moveham acts as a technology platform connecting Riders with independent Driver Partners. While we implement safety measures and standards, Moveham shall not be held liable for indirect, incidental, or consequential damages arising from the use of our services.
11. Dispute Escalation
If you are not satisfied with the initial refund decision, you may escalate:
- Reply to the support ticket within 7 days requesting escalation
- A senior support specialist will review your case within 48 hours
- Final decisions on escalated cases are made within 5 business days
- If still unresolved, you may file a complaint with relevant consumer protection authorities
12. Related Policies
Please also review our other policies:
13. Contact Us
For refund inquiries or escalations, please contact our support team:
Moveham Refund Support
Email: support@moveham.com
Phone: +234 704 652 5284
In-App: Help Center → Trip Issues → Request Refund
Support Hours: Monday – Sunday, 7AM – 10PM WAT