Refund and Cancellation Policy

1. Overview

This policy explains what happens when a Passenger or Driver cancels a confirmed booking on LekkerLift. All refunds are processed back to the original payment method used at checkout and may take 5–10 business days to reflect, depending on the bank or card issuer.

2. Passenger cancellations

A Passenger may cancel a confirmed booking through the app before the ride departs. The refund amount depends on how much notice is given, calculated from the scheduled departure time:

• 24 hours or more before departure: Full refund of the total fare.
• Between 2 and 24 hours before departure: 50% refund. The remaining 50% is retained and paid to the Driver to compensate for late notice and the lost seat.
• Less than 2 hours before departure, or after departure: No refund. The full fare is retained and paid to the Driver.

If the booking has not yet been paid for, no refund is due and the cancellation is recorded on the Passenger’s account.

3. Driver cancellations

If a Driver cancels a confirmed booking for any reason, the Passenger receives a full refund. The cancellation is recorded on the Driver’s account and may affect their visibility and ability to offer future rides.

4. No-shows

A Passenger who fails to arrive at the agreed pick-up point within 15 minutes of the scheduled time, without cancelling, is considered a no-show. No refund is issued and the Driver is paid the full fare.

A Driver who fails to arrive within 15 minutes of the scheduled time, without cancelling, is considered a no-show. The Passenger receives a full refund and the Driver is not paid.

5. Platform commission

LekkerLift’s 20% commission is deducted from the total fare before any Driver payout. When a refund is issued, the Passenger is refunded from the total fare collected; no separate commission is charged to the Passenger.

6. Disputes and exceptions

If a Passenger believes a cancellation or no-show was caused by the Driver, they may submit a dispute through the app within 48 hours of the scheduled departure. LekkerLift will review the booking details, OTP status, and any messages and may issue a refund or Driver payout at its discretion.

7. Changes to this policy

We may update this policy from time to time. The policy in effect at the time of booking applies to that booking.

8. Operator details

Payments are collected by LekkerLift (Pty) Ltd, registered in the Republic of South Africa. SARS Income Tax reference number: 9200049295.

9. Contact

For refund enquiries, contact us at support@lekkerlift.co.za.