Cancellation & Refund Policy

1. Scope

This Cancellation & Refund Policy explains how cancellations and refunds work for trips booked through the MEEGO Rider and Driver apps operated by MEEGHOO LOGISTICS AND MOBILITY SERVICES LTD (RC 8353787).

It should be read with our Terms & Conditions and Privacy Policy. Where a charge or fee applies, the amount shown in the app at the time of the action is what applies.

2. Cancelling a trip

Riders and Drivers can cancel a trip in the app before it is completed.

• Before a Driver accepts: a Rider may cancel without a cancellation fee.
• After a Driver accepts: a cancellation fee may apply if the Driver has already started travelling to the pickup, or if the app shows that a fee applies before you confirm. Any fee is displayed in the app before confirmation.
• Driver cancellations: Drivers should only cancel for genuine reasons (for example, an unsafe situation or a Rider who cannot be contacted). Repeated unjustified cancellations may lead to account review.

3. No-shows and waiting

If a Rider is not at the pickup location within a reasonable waiting period shown in the app, the Driver may cancel. A waiting or cancellation charge may apply where the app shows it. Riders should update their pickup details or contact the Driver in the app if they are delayed.

4. Completed trips

Fares for completed trips are payable as shown in the app. Electronic payments are processed by our payment partner. Once a trip is completed and payment succeeds, the charge is treated as final unless a refund is due under this policy or required by law.

5. When refunds may apply

We may issue a full or partial refund, or a fare adjustment, where for example:

• you were charged incorrectly for a trip;
• a payment was taken more than once for the same trip;
• a trip did not take place after payment was captured, through no fault of yours;
• a technical fault on MEEGO’s side caused an incorrect charge; or
• we decide a goodwill adjustment is appropriate after reviewing your report.

Refunds are not automatic for every cancellation. Where only a cancellation fee is due, that fee is not a trip fare refund — it is a separate charge explained in the app.

6. How to request a refund or fare review

Contact us by email at support@meego.com.ng or by phone on 0810 686 1878 as soon as possible after the trip or charge, and include:

• the trip reference or date and approximate time;
• the amount charged; and
• a short description of the issue.

We will review the trip and payment records and tell you the outcome. Complex cases may take longer. Do not share full card numbers with us — our payment processor handles card details.

7. How refunds are paid

Approved refunds are returned to the original payment method where the processor allows it. Timing depends on the payment provider and your bank or wallet; it can take several business days after we instruct the refund. Wallet or in-app credit, if offered, will be explained when the refund is approved.

8. Payment disputes

If you raise a chargeback or dispute with your bank or card issuer, we may share trip and payment records with the payment processor to respond. Please contact us first so we can try to resolve the issue directly.

9. Changes to this policy

We may update this policy as the Services develop. The latest version will be posted on this page with a new “last updated” date.

10. Contact

Questions about cancellations or refunds can be sent to MEEGHOO LOGISTICS AND MOBILITY SERVICES LTD by email at support@meego.com.ng or by phone on 0810 686 1878.