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Refund Policy

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Refund Policy

Last updated: August 4, 2026

This Refund Policy explains when and how MyRider, LTD ("MyRider," "we," "us," or "our") issues refunds to Riders who use the MyRider Platform. This policy is part of, and should be read together with, our Terms and Conditions and Privacy Policy. By requesting a ride or making a payment through the MyRider Platform, you agree to the terms of this Refund Policy.

1. General Policy

Because MyRider facilitates on-demand transportation, most fares are considered final once a ride is completed. However, we understand that mistakes, technical issues, and unusual circumstances happen, so we review refund requests on a case-by-case basis for the situations described below.

2. Situations Eligible for a Refund

You may be eligible for a full or partial refund if:

  • You were charged for a ride you did not take. This includes duplicate charges or a charge that appears after a ride was cancelled before it began.
  • The fare charged does not match the estimate or agreed rate, other than differences caused by traffic, route changes, tolls, wait time, or other factors disclosed to you at the time of the ride.
  • The Driver cancelled the ride after pickup was confirmed, but you were still charged a cancellation or booking fee.
  • You experienced a safety issue, a significant service failure, or Driver misconduct during the ride (e.g., the Driver took an unreasonable detour, the vehicle did not match what was listed, or the trip was materially different from what was requested).
  • A technical error on the MyRider Platform resulted in an incorrect charge, such as a double payment or a charge processed after a successful cancellation.
  • You were charged a cleaning or damage fee that you believe was applied in error or was not substantiated.

3. Situations Generally Not Eligible for a Refund

Refunds are typically not provided for:

  • Rides that were completed as requested, even if you changed your mind about the trip.
  • Fare increases due to surge or dynamic pricing that was disclosed and accepted before you confirmed the ride.
  • Delays caused by traffic, weather, road closures, or other conditions outside MyRider's or the Driver's control.
  • Cancellation fees charged when you cancel a ride after the applicable free-cancellation window has passed.
  • Dissatisfaction with a Driver's driving style, music, conversation, or other subjective preferences, unless it rises to the level of a policy violation.
  • Promotional credits, referral bonuses, or discount codes that have expired or were not applied before payment.

4. How to Request a Refund

To request a refund:

  1. Open the MyRider app and go to your ride history.
  2. Select the ride in question and choose "Report an Issue" or "Get Help."
  3. Select the reason that best matches your situation and provide any relevant details (screenshots, descriptions, or other supporting information help us resolve your request faster).
  4. Submit your request. You will receive a confirmation that your request has been received.

Refund requests should be submitted as soon as possible, and no later than 30 days after the charge in question. Requests submitted after this window may not be eligible for review.

You may also contact us directly using the information in the "Contact Us" section below.

5. Review and Processing

  • We aim to review most refund requests within 5 business days of submission. Requests involving safety reports or Driver conduct may take longer, as they may require additional investigation.
  • If your refund is approved, it will be issued to the original payment method used for the transaction. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear on your statement.
  • If we are unable to refund your original payment method (for example, if the card has expired or the account is closed), we may issue the refund as account credit or through an alternative method at our discretion.
  • We will notify you by email or in-app notification once a decision has been made on your request.

6. Partial Refunds

In some cases, we may issue a partial refund rather than a full refund — for example, when only a portion of the fare (such as a wait-time or cancellation fee) was charged in error, or when a service issue affected only part of the trip.

7. Promotions, Credits, and Referral Bonuses

Promotional credits, discounts, and referral bonuses applied to a ride are not refundable as cash and cannot be redeemed for their cash value. If a ride paid for partly or fully with a promotional credit is refunded, the refund will first restore the applicable credit before any remaining amount is refunded to your original payment method.

8. Disputed Charges and Chargebacks

If you believe a charge is incorrect, we encourage you to contact us first so we can investigate and resolve the issue directly. Initiating a chargeback with your bank or card issuer before contacting us may delay resolution and, in some cases, may affect your ability to use certain features of the MyRider Platform while the dispute is under review.

9. Driver Payouts

This Refund Policy addresses payments made by Riders. When a Rider's charge is refunded, the corresponding payout to the Driver may be adjusted accordingly. Questions about Driver earnings adjustments should be directed to Driver support through the app.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. If we make material changes, we will notify you through the MyRider Platform or by other reasonable means. Continued use of the MyRider Platform after changes take effect constitutes your acceptance of the updated policy.

11. Contact Us

If you have questions about this Refund Policy or need help with a refund request, please contact us:

MyRider, LTD shop 37 Emab Plaza by Interbau Roundabout Asaba, Delta, Nigeria [email protected]