Refunds and Cancellations Policy

1. Overview

This policy explains when you may cancel a ride or delivery booking on the MiRide platform, when a cancellation fee applies, and the circumstances under which MiRide Technology (Private) Limited ("MiRide", "we", "us") will issue a refund. It applies to all riders, senders, drivers, and couriers using the MiRide app.

MiRide acts as a technology platform connecting riders and senders with independent drivers and couriers. All payments are processed through Paynow, our third party payment gateway. Refund timelines for electronic payments depend partly on Paynow and the relevant mobile money operator.

2. Cancellation Policy — Rides

2.1 Free cancellation window

You may cancel a ride request at no charge within a short window after a driver accepts your booking. The exact duration of this free window is displayed in the app at the time of booking and may vary based on conditions. Cancellations made within this window carry no fee.

2.2 Cancellation fees after the free window

If you cancel after the free window has elapsed, a cancellation fee will be charged to compensate the driver for time and fuel already expended. The fee amount is calculated by the MiRide pricing engine at the time of cancellation and is shown to you before you confirm the cancellation. By confirming, you authorise the charge.

Cancellation fees are not refundable once the cancellation is confirmed, except in the circumstances described in Section 5.

2.3 Accepted cancellation reasons

When cancelling a ride you will be asked to select a reason. The available reasons are:

• Package not ready
• Courier is taking too long
• Wrong address entered
• Price is not reasonable
• Changed my mind
• Unable to contact courier
• Unable to contact recipient
• Address not found
• Other

The reason you select does not change whether a fee applies — the fee is determined solely by whether the free cancellation window has elapsed.

3. Cancellation Policy — Deliveries

Delivery bookings follow the same cancellation structure as rides. A free cancellation window applies after a courier accepts your delivery request. Cancellations made after this window incur a cancellation fee calculated at the time of cancellation. The same set of cancellation reasons applies to deliveries.

Senders who cancel after the free window will be charged the cancellation fee. Couriers who cancel after accepting a delivery may be subject to internal performance review.

4. Who initiated the cancellation

MiRide records who cancels each booking (rider, sender, driver, courier, admin, or system). This determines whether a cancellation fee is charged and to whom.

5. Refund eligibility

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

• The driver or courier cancelled after accepting your booking.
• MiRide (admin or system) cancelled your booking.
• You were charged an incorrect fare (overcharge) due to a platform error.
• A payment was processed but no driver or courier was matched and the booking was not completed.
• A wallet top-up was made in error and the balance has not been spent.
• A dispute you raised (see Section 6) is reviewed by our team and approved for a refund override.

5.1 Refunds not available

Refunds will not be issued in the following cases:

• Completed trips or deliveries (status: completed or delivered) — the service has been rendered.
• Cancellation fees that were correctly applied after the free window elapsed.
• Loyalty credits, ride earned credits, rating bonuses, and referral bonuses — these are platform credits only and cannot be converted to cash or refunded to your payment method.
• Cash payments — we have no mechanism to electronically reverse a cash transaction.
• Repeated or abusive refund requests that our team determines to be fraudulent.

6. How to request a refund

MiRide operates a dispute and refund request system. To raise a refund request, use one of the following channels:

6.1 Support in the app

Open the MiRide app, navigate to the relevant trip or delivery, and select Raise a dispute. Choose the dispute category Fare for overcharge or incorrect charge disputes. Our support team will receive your request immediately and aim to send a first reply within 15 minutes during operating hours.

6.2 Email support

Send your refund request to [email protected]. Include your registered phone number, the approximate date and time of the trip or delivery, and a brief description of the issue. We aim to respond within 15 minutes during operating hours.

6.3 Dispute categories

When raising a dispute, you can select from the following categories: Fare, Driver/Courier conduct, Safety, or Other. For refund requests, select Fare unless the issue relates to a safety incident.

6.4 Refund override requests

Our support team may escalate your dispute to an admin refund override request, which specifies the exact refund amount and reason. Override requests go through an internal approval process (Pending → Approved → Processed, or Rejected). You will be notified of the outcome via the app or email.

7. Refund processing timeline

Once a refund is approved by the MiRide team, we process the refund instruction within 3 business days. Refund destination and timing depend on how the original payment was made:

Service payments (rides and deliveries)

Rides and deliveries can only be paid for using the MiRide Wallet or cash:

• MiRide Wallet: Refunds are credited back to your Wallet balance immediately upon approval and are available for use on your next booking.
• Cash: Cash transactions cannot be reversed electronically. Where a refund is warranted for a cash payment, MiRide will credit the refund amount to your MiRide Wallet for use on future bookings.

Wallet top-up refunds

Where a refund relates to a wallet top-up (rather than a service payment), the refund is paid out via EcoCash only, regardless of the original top-up method. Paynow initiates the EcoCash disbursement and funds typically reflect within 1 to 3 business days, subject to EcoCash processing times.

MiRide is not liable for delays caused by Paynow or EcoCash once the refund instruction has been submitted.

8. Payment method notes

Failed payments

If a Paynow payment attempt fails (payment_status: failed), no charge is applied to your account. The app will prompt you to retry or switch to cash payment. You will not be billed for failed payment attempts.

MiRide Wallet

Your MiRide Wallet has two distinct balance types:

• Cash balance (funded by top-ups or payout disbursements): follows the standard refund process described in this policy.
• Credits (loyalty points, ride earned credits, rating bonuses, referral bonuses): these are non-transferable platform credits. They cannot be refunded as cash or withdrawn to a mobile money account. They expire as described in the MiRide Wallet terms.

If you fund your wallet and have not spent the balance, you may request a refund of the unspent top-up amount by contacting support. Refunds of wallet top-ups are subject to admin approval.

Wallet as default payment

Where your wallet cash balance is sufficient to cover the fare, the Wallet is automatically used as the payment method. If your wallet balance is insufficient, cash is used instead — paid directly to the driver or courier. There is no electronic fallback for ride or delivery payments; the only two options are Wallet and cash.

9. Non-refundable items

The following are not eligible for cash refund under any circumstances:

• Completed trips and deliveries. Once a trip or delivery reaches "completed" or "delivered" status, the service has been rendered and no refund is available, except where a fare overcharge is identified and approved through the dispute process.
• Loyalty credits and earned credits. Points accrued through the loyalty programme, ride earned credits, rating bonuses, and referral bonuses are platform incentives only and have no cash value.
• Correctly applied cancellation fees. A cancellation fee charged because you cancelled outside the free window is final and non-refundable, unless the charge was applied in error.
• Cash payments for completed trips. Cash transactions are settled directly between the rider or sender and the driver or courier, and cannot be electronically reversed by MiRide.

10. Contact

For refund requests, disputes, or questions about this policy, contact the MiRide support team:

• Support: [email protected]
• General enquiries: [email protected]
• Website: https://miride.app

We target a first response within 15 minutes during operating hours. If your dispute requires admin review, we will keep you updated on progress and aim to resolve all requests within 3 business days of receiving complete information.