Refund and Cancellation Policy
How we handle cancellations, wrong charges and refunds.
1. Cancelling a trip
- You can cancel free of charge before a driver accepts, and during a short grace period after the driver accepts.
- After the grace period, a cancellation fee applies. The amount and the grace period are shown in the app before you confirm. At the time of writing, the fee is ₦500, the grace period is 3 minutes, and each rider has 2 free late cancellations in any 30 days.
- The cancellation fee goes to the driver who was kept waiting. If you did not pay by card, it is added to your account and taken in small amounts from your next fares.
- If a driver cancels or does not arrive, you pay no fee.
2. Card trips cancelled after payment
If a card trip is cancelled after you have paid, we return the money to your Oya wallet or to your card. Card refunds can take several business days to show, depending on your bank.
3. A charge you do not agree with
Open What you owe in the app and tap Dispute beside the charge, or message support with your trip reference. While a charge is under review, nothing is taken for it from your fares. If the charge was wrong, we remove it or refund it.
4. Wrong fare or a trip that did not happen as booked
Contact support within 7 days with your trip reference (for example OYA-T100123). We will review the trip details and the route, and then adjust the fare, refund you, or explain why the fare stands.
5. Cash trips
Cash is paid directly to the driver. If you were overcharged in cash, report it to support with the trip reference, and we will review it.
6. Wallet balance
Your wallet balance can be used for trips. If you want to withdraw an unused balance, contact support and we will review your request.
7. Driver payouts
Driver earnings are paid out to the driver's bank account on request. A payout is not a refund. If a payout fails, the money stays in the driver's balance.
Questions about this page: [email protected] or WhatsApp +234 813 694 4002.