Refund & Returns Policy

1. Overview

Rider Africa is committed to fair and transparent refund practices across our services in Africa. All amounts in this policy are denominated in Namibian Dollars (N$). This policy applies to all services provided through the Rider Africa Platform.

2. Eligible Refund Situations

You may be entitled to a full or partial refund in the following circumstances:

• Driver did not arrive: If a driver accepted your request but failed to arrive within a reasonable time and the booking was subsequently cancelled by the system, a full refund of any pre-payment will be issued within 3–5 business days.
• Service not completed:If a delivery or transport service was not completed due to a fault on the driver's side, a full refund of the service fee will be issued.
• Incorrect charges: If you were charged an amount that differs from the confirmed fare without a valid reason (e.g., route deviation approved by you), a refund of the difference will be processed.
• Damaged or lost items: If a parcel or item was damaged or lost during a Rider Africa delivery, a refund of the declared value (subject to a maximum of N$ 500 unless additional insurance was purchased) will be assessed on a case-by-case basis.
• Duplicate payments: Duplicate charges will be refunded in full within 48 hours of verification.

3. Non-Refundable Situations

Refunds will not be issued in the following situations:

• Customer-initiated cancellations after the driver has departed to the pickup location (see Cancellation Policy)
• Completed services where no fault was found
• Delays caused by force majeure (traffic, weather, road conditions)
• Incorrect pickup or delivery information provided by the customer
• Items refused by the recipient

4. Refund Amounts

• Full refund (100%): driver no-show, service not started due to driver fault, duplicate charge
• Partial refund (50%): service partially completed due to unforeseen circumstances
• Damage claims: assessed individually; maximum N$ 500 without declared insurance; up to N$ 5,000 with declared insurance (must be requested at time of booking)

5. How to Request a Refund

To request a refund:

• Contact us within 48 hours of the service date
• Email admin@riderafrica.com or call +264 81 469 8594 / +264 81 732 7089
• Include your booking reference number, description of the issue, and supporting evidence (photos if applicable)

6. Refund Processing Times

• Card payments: 3–7 business days
• Mobile money: 1–3 business days
• In-app wallet: Same day
• Cash payments: Not refundable in cash; credit issued to in-app wallet

7. Disputes

If you are unsatisfied with our refund decision, you may escalate the matter in writing to admin@riderafrica.com. Rider Africa will review escalated disputes within 5 business days and provide a final written decision.

8. Contact

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