Cancellation & Refund Policy

1. Payment timing

For Card bookings, an approved driver and fare are agreed before Paystack checkout. Each Work/Club passenger pays their own agreed Card share after the applicable pool and driver acceptance stage. Card payment must be verified before pickup and departure proceed. Cash is collected by the driver after the ride or delivery.

Paystack Card payments use the assigned driver's subaccount with an 80% driver / 20% Asiye split at the transaction. Paystack's settlement schedule is not extended by an internal app status. These payments are not described as Wallet deposits or escrow.

2. Cancellation and waiting fee schedule

This schedule applies to cancellation and waiting fees, not the agreed fare for a service already provided. It does not promise that a started trip can always be cancelled in-app. A future fee change must be published and shown before the affected booking is confirmed; there are no retrospective cancellation or waiting charges.

3. Cancellation before service

Cancel through the app while the cancellation control is available. If it is unavailable, if the driver has arrived, or if Card checkout or payment needs review, contact support promptly. Asiye will verify the trip status and any provider transaction before determining whether a payment is pending, unsuccessful, charged or already refunded.

Where the service will not proceed and a refund is due, Asiye will arrange it through the appropriate payment channel. A request or acknowledgement is not proof that funds have arrived in the customer's bank. The R0 cancellation schedule does not make a completed service free.

4. Duplicate, unsuccessful or disputed payments

Report duplicate charges, charges for a service not supplied, incorrect amounts and other payment disputes with the relevant references. Do not repeatedly pay a booking merely because a return screen or network connection failed; request verification first. Asiye will investigate and arrange an eligible refund or correction. A completed trip is not automatically refundable solely because the passenger changes their mind; mandatory consumer rights remain unaffected.

5. Shared commutes and insufficient passengers

If the pool does not fill, a revised fare requires agreement before any revised payment. If the booking is cancelled or cannot proceed, each passenger's payment is reviewed separately. The fact that another passenger has paid does not authorise a charge against your payment method.

6. Card refunds and responsibility

Asiye manages Card refund and dispute requests, including cases where Paystack has already settled a driver's share. Customers should contact Asiye rather than being asked to recover a Card refund from the driver personally. Asiye and the driver must reconcile any appropriate reversal or recovery separately, in accordance with provider requirements and the driver agreement.

Card refunds are submitted against the original Paystack transaction where supported and are returned through the provider's applicable refund process. Arrival depends on the provider, card network and bank. Support will communicate the verified status; a refund initiation is not described as immediate bank credit. Cash payment corrections require review of the trip and collection evidence. Chargebacks follow the relevant bank and card-network processes.

7. Discontinued Wallet and historical funds

Asiye Wallet is discontinued for new funding, new bookings and ongoing cash-out services. Do not send new EFT deposits to fund a Wallet, and do not make a further payment to unlock a refund.

Historical balances, top-up evidence, payment references and adjustments are preserved for reconciliation. A customer with an unresolved balance can contact support with the account phone/email and payment evidence. Asiye will check ownership and the ledger, identify any eligible outstanding funds and arrange the appropriate return. Where feasible, an eligible historical Card payment is refunded against its original transaction; an eligible historical EFT is returned using verified payer/bank details after review. These are refunds of existing funds, not a continuing prepaid or withdrawable Wallet service. No existing balance is silently erased merely because the feature is retired.

8. Official support and privacy

Use admin@asiye.cloud or 031 566 1165. Asiye may verify your identity and request relevant transaction evidence. Never send passwords, full card numbers or pickup PINs. Privacy and Information Officer enquiries use the same official contacts; see the Privacy Policy.