Cancellation & Refund Policy

Passengers

Cancelling is free before a driver is assigned, and for a short time after (shown in the app, currently 2 minutes).

After that, while the driver is on the way, a fixed cancellation fee applies to a paid ride (shown before you confirm; currently ₦200 for a motorcycle and ₦500 for a car). It pays the driver for their time, minus EkiMove’s commission. The rest of your payment is refunded.

If your ride is not yet paid, cancelling is free.

A trip that has started cannot be cancelled in the app. Use SOS or Support if something is wrong.

Loads

Cancelling or declining before you accept a quote is free. After you accept and a driver is assigned, the passenger rules above apply.

Refunds

Refunds go back to the account you paid from, usually within 3 working days. You can see the status in My rides.

Money sent for a ride that was already cancelled, or a wrong amount, is refunded after we check it.

If you think you were charged wrongly, report it through Support within 7 days of the trip.

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