Last updated: October 31st, 2024
This Refund and Cancellation Policy outlines the procedures and conditions under which users may cancel their bookings and receive refunds through our website or WhatsApp bot. By using our services, users agree to the terms outlined below.
Users who cancel their trip within the 2-hour window prior to the scheduled trip will incur a 20% administration fee based on the total trip cost. This fee is non-refundable and will be deducted from any refund issued.
Cancellations Once Driver is En Route (30 mins before the trip): If a user cancels after the driver is en route to the pickup location, a 40% cancellation fee will apply. Users will receive a refund of 60% of the total trip cost after the applicable cancellation fee is deducted.
For all cancellations, users will receive a refund of 80% of the total trip cost after the 20% administration fee is deducted, or a refund of 60% of the total trip cost if the cancellation occurs after the driver is en route.
Users have 7 days from the cancellation date to request a refund. Refund requests must be submitted through our website, the WhatsApp bot, or by emailing admin@loopapp.co.za, and will be processed within this time frame.
Approved refunds will be issued to the rider within 7 days of the cancellation and/or refund request approval. The refunded amount may take up to 48 hours to reflect in the user’s account. Refunds will be credited to the user’s Loop Wallet and can be withdrawn from there.
Users are required to request cancellations through our website or the WhatsApp bot by providing their booking reference and reason for cancellation.
All cancellation requests will be time-stamped to ensure compliance with the cancellation policy. Alternatively, cancellations can be requested by submitting an email to admin@loopapp.co.za.
Users who fail to show up for their scheduled trip without prior cancellation will not be eligible for a refund.
Users may request changes to their bookings (e.g., date or time) through the website or Chatbot. Changes are subject to availability and may incur additional charges, including the 20% administration fee.
