Cancellation Policy

1. Purpose

This policy explains the rules and any applicable fees that apply when a booking on the Rider Africa Platform is cancelled by the customer or by the driver-partner. All amounts are in Namibian Dollars (N$).

2. Customer Cancellations

2.1 Free Cancellation Window

Customers may cancel a booking free of charge within 3 minutes of placing the order, provided a driver has not yet been assigned.

2.2 Cancellation After Driver Assignment

Once a driver has been assigned and is en route to the pickup location:

• Cancellation within 5 minutes of driver dispatch: No fee
• Cancellation 5–15 minutes after driver dispatch: Cancellation fee of N$ 25
• Cancellation more than 15 minutes after driver dispatch, or after driver arrival at pickup: Cancellation fee of N$ 50

Cancellation fees are deducted from your pre-payment or charged to your in-app wallet or registered payment method.

2.3 No-Show

If a customer is not present at the pickup location within 10 minutes of the driver's arrival, the booking will be automatically cancelled and a no-show fee of N$ 50 will apply.

3. Driver-Partner Cancellations

Driver-partners are expected to complete all accepted bookings. A driver who cancels an accepted booking without a valid reason will receive a warning. Repeated cancellations may result in temporary suspension or permanent removal from the platform.

If a driver cancels after accepting your booking, no fee will be charged to you and you will be immediately re-matched with another available driver.

4. Rider Africa-Initiated Cancellations

Rider Africa reserves the right to cancel a booking in the following situations:

• No available drivers in the requested area
• Safety concerns identified by the system or a driver
• Suspected prohibited item transport
• System or technical failure

In such cases, no cancellation fee will be charged to the customer and any pre-payment will be fully refunded.

5. How to Cancel

Bookings can be cancelled directly within the Rider Africa app by navigating to your active booking and selecting "Cancel Booking". You may also contact support at +264 81 469 8594 or +264 81 732 7089.

6. Disputes

If you believe a cancellation fee was applied incorrectly, contact us at admin@riderafrica.com within 24 hours of the cancellation. We will investigate and respond within 2 business days.

7. Contact

Email: admin@riderafrica.com
Phone / WhatsApp: +264 81 469 8594 / +264 81 732 7089