This Refund & Cancellation Policy applies to eligible bookings made through the Khwantum Rides apps. Because Khwantum Rides offers different transport and delivery models, cancellation and refund treatment may differ by service.
1. General cancellation process
Where the app provides a cancellation function, a rider or delivery customer should cancel through the app as soon as possible. If app cancellation is unavailable because of a technical problem, contact Khwantum Rides support and provide the booking reference.
A cancellation becomes effective when it is recorded by the Platform or acknowledged by support.
2. When a full refund will ordinarily apply
For a prepaid booking, a full refund will ordinarily be appropriate where:
- Khwantum Rides or the assigned service provider cancels and the service is not supplied;
- no suitable driver or vehicle can fulfil the confirmed prepaid booking;
- a verified duplicate electronic payment occurred;
- the booking was charged but the Platform did not create or confirm the booking and no service was supplied;
- the service cannot lawfully or safely proceed for reasons not caused by the customer and no reasonable alternative is accepted;
- applicable South African consumer law otherwise requires a refund.
3. Sedan cancellations
A rider may cancel a Sedan request before the trip begins. A reasonable cancellation or waiting-related charge may apply if the driver has already accepted and travelled toward the pickup point, has arrived, or has waited beyond any free waiting period disclosed in the app.
If Khwantum Rides introduces a specific Sedan cancellation fee or free-cancellation window, the amount or rule should be displayed in the app before it is enforced.
4. Mini Bus cancellations
Mini Bus is shared transport. A rider may cancel before boarding, subject to any booking-state rule shown in the app. Because a seat may have been reserved while other riders were joining the shared trip, a reasonable cancellation charge may apply where lawful and clearly disclosed.
If the trip is cancelled by the operator or cannot be supplied, any prepaid amount for the unperformed service will ordinarily be refundable.
5. City-to-City cancellations
City-to-City is planned transport with a fixed route fare and normally requires booking at least 5 hours before departure. Cancellation affects reserved seat capacity and therefore may be treated differently from an instant Sedan ride.
- Before the applicable cancellation cut-off: the rider may qualify for a full or partial refund according to the cancellation terms displayed for that booking.
- Late cancellation or no-show: a reasonable cancellation charge or reduced refund may apply where the seat could not reasonably be resold, subject to applicable consumer law.
- Operator cancellation: if the City-to-City trip is cancelled and no accepted replacement service is provided, the prepaid fare for the unperformed service will ordinarily be refunded.
- Pickup-point charge: where an additional pickup service was paid for but was not performed, that charge should be considered separately when the refund is calculated.
Changes to a marshal-set departure time, taxi-rank queue status, strikes, road closures or safety events may require rescheduling. Where a material change means the service cannot be supplied as agreed, Khwantum Rides will apply applicable consumer-law rights and the booking's displayed terms.
6. Delivery cancellations
Delivery customers should cancel before the driver begins material travel, loading or work associated with the delivery where possible.
- If cancelled before a driver has materially begun fulfilment, a full or near-full refund may apply to prepaid amounts.
- If the driver has already travelled to pickup, waited, loaded items, incurred tolls/parking, or started the delivery, reasonable completed-work or incurred-cost amounts may be deducted where lawful and disclosed.
- If Khwantum Rides or the provider cannot fulfil the delivery and the customer did not cause the failure, the prepaid amount for the unperformed portion will ordinarily be refunded.
7. No-shows
A no-show occurs when the rider/customer does not appear at the agreed pickup point or cannot be reached after the driver/provider has arrived and waited for the applicable period. A no-show charge may apply if it is reasonable, lawful and disclosed for that service.
8. Cash bookings
If no money was collected electronically, there is normally no electronic refund to process. Any cash dispute will be investigated using the booking and trip records available.
9. Card refunds through PayFast
Where the original payment was processed through PayFast, an approved refund may be initiated or reconciled through the applicable PayFast merchant process. Refund timing after approval can depend on PayFast, the card scheme and the customer's bank.
Khwantum Rides will not ask a customer to provide a CVV, PIN or one-time password by email in order to receive a refund.
10. Voucher refunds
If a valid voucher was redeemed for a booking that is later refundable, the refund may be restored as voucher value, wallet credit or another lawful method supported by Khwantum Rides, depending on the voucher provider's rules and the nature of the original transaction.
Invalid, counterfeit, duplicated or unlawfully obtained voucher value is not refundable.
11. Wallet refunds
Where a booking was paid using the Khwantum wallet, an approved refund will ordinarily be credited back to the wallet ledger unless another method is required by law or agreed by Khwantum Rides.
12. Refund requests
To request a refund or dispute a charge, contact admin@khwantumrides.com or info@khwantumrides.com and provide:
- booking reference;
- date of booking;
- service type;
- amount in dispute;
- brief reason for the request;
- safe supporting information such as a payment reference or screenshot with sensitive card data hidden.
13. Review and processing
Khwantum Rides may review trip status, driver status, GPS/route data, booking logs, queue records, payment-provider records, voucher records, messages and other relevant information before deciding a refund request.
Once a refund is approved, Khwantum Rides will initiate it without unreasonable delay. The time for funds to reflect after initiation may depend on the original payment method and third-party financial institutions.
14. Chargebacks and unresolved payment disputes
Customers are encouraged to contact Khwantum Rides first so a payment issue can be investigated promptly. Nothing in this Policy removes any lawful right a cardholder may have to raise a dispute with their bank or payment provider.
15. Fraud and abuse
Khwantum Rides may reject a refund request that is fraudulent, duplicated, based on falsified information, or relates to a service that was properly supplied, subject to applicable consumer rights. Accounts may be restricted while suspected payment or voucher abuse is investigated.
16. Consumer rights
This Policy must be read with the Consumer Protection Act, the Electronic Communications and Transactions Act and other applicable South African law. If this Policy conflicts with a mandatory consumer right, the mandatory legal right prevails.
17. Contact
Refund and cancellation support: admin@khwantumrides.com or info@khwantumrides.com.
Also see Payments & Booking and Terms & Conditions.
