Annulation & Remboursements
Clear, transparent, and fair cancellation and refund standards designed to protect both passengers and drivers.
Fairness First: LawalGo holds payments in digital escrow until a journey is successfully completed. If plans change, our automated refund system ensures funds are returned swiftly and transparently.
Overview & Philosophy
Carpooling depends on mutual commitment. When a passenger reserves a seat, the driver reserves that space and declines other potential commuters. Similarly, when a driver accepts a passenger, that passenger relies on the carpool for their commute to work or appointments.
This Cancellation and Refund Policy balances flexibility with fairness, ensuring that genuine emergencies are accommodated while preventing arbitrary cancellations that leave community members stranded.
Passenger Cancellation Schedule
Passengers may cancel their booked seat directly through the mobile application at any time prior to departure. The refund amount depends on the notice provided:
| Cancellation Timing | Refund Percentage | Driver Compensation | Fee Description |
|---|---|---|---|
| More than 1 hour before departure | 100% Refund | 0% | Full refund to wallet or payment source; no penalty. |
| Between 15 and 60 minutes before departure | 80% Refund | 20% of seat fare | Covers driver seat reservation cost. |
| Less than 15 minutes before departure | 50% Refund | 50% of seat fare | Late cancellation fee to compensate driver on route. |
| Passenger No-Show (5+ min after pickup time) | 0% Refund | 100% of seat fare | Driver waited at pickup; seat remained unoccupied. |
Driver Cancellation Guarantees
We hold drivers to the highest standards of reliability. If a driver cancels a ride:
- 100% Instant Refund: The passenger immediately receives a full 100% refund of all fares and booking fees paid.
- Alternative Route Match: Our system immediately searches for other verified drivers heading in the same direction to re-match the passenger.
- Driver Penalties: Drivers who cancel without valid emergency justification receive penalty strikes. Multiple cancellations lead to temporary suspension and loss of the Verified Driver badge.
Refund Methods & Processing Timelines
Refunds are automatically processed to the original payment channel or the user's LawalGo in-app wallet according to user preference:
| Payment Method | Estimated Processing Time | Processing Fee |
|---|---|---|
| LawalGo Digital Wallet | Instant (0 – 60 seconds) | 0 FCFA (Free) |
| Wave Mobile Money | 15 minutes – 1 hour | 0 FCFA (Free) |
| Orange Money | 30 minutes – 2 hours | 0 FCFA (Free) |
| Credit / Debit Card (Visa/Mastercard) | 3 – 5 business days | Subject to issuing bank rules |
Punctuality & No-Show Policies
Punctuality is essential for group carpools:
- Driver Wait Time: Drivers must arrive at the pickup spot on time and wait a minimum of 5 minutes past the scheduled departure time before recording a passenger no-show.
- Passenger Wait Time: If the driver is more than 15 minutes late without prior in-app communication, the passenger may cancel with a 100% full refund and no penalty.
Force Majeure & Exceptional Road Events
In circumstances beyond reasonable human control—such as sudden mechanical vehicle breakdown, severe tropical flooding (hivernage), major road blockades, or government-imposed curfews—cancellation fees are completely waived for both parties upon verification by our support team.
Dispute Resolution & Support Assistance
If you believe a cancellation fee was charged in error or your driver failed to arrive, you may contest the transaction within 48 hours: