Refund & Cancellation Policy
Transparent rules for fair play. Last Updated: November 23, 2025
1. General Principles
At SafariBid, we strive to ensure every ride and delivery is smooth. However, we understand that issues arise. Refunds are generally issued as SafariBid Wallet Credits which can be used for future trips. Cash refunds (reversals to bank/M-Pesa) are processed only for specific billing errors or unauthorized charges.
2. Ride Cancellations
A. Rider Cancellation Fee
You may cancel a trip request without charge for up to 3 minutes after a driver has accepted.
- If you cancel after 3 minutes, a cancellation fee (base fare) may be charged to compensate the driver for their time and fuel.
- This fee will be deducted from your Wallet or added to your next cash trip.
B. Driver No-Show
If a driver accepts your bid but fails to arrive within 15 minutes of the estimated time, or cancels the trip themselves, you will not be charged. If a fee was erroneously deducted, it will be automatically refunded to your Wallet.
C. Trip Quality Issues
If you completed a trip but experienced safety issues (e.g., reckless driving) or the car condition did not match the category (e.g., SafariComfort without AC), please report it within 24 hours. We may issue a partial or full refund as Wallet Credit upon investigation.
3. Delivery Refunds & Compensation
For SafariBid Deliveries (Boda, Parcel, Truck), our liability for lost or damaged goods is limited based on the service tier selected.
Max Compensation: KES 5,000
For basic courier services.
Max Compensation: Declared Value
Requires 1% insurance premium payment.
*Refunds for damaged goods are not applicable for prohibited items (e.g., glass without proper packaging, cash, jewelry) as outlined in our Terms & Conditions.
4. Wallet Transactions
Wrongful Top-up
If you accidentally topped up your SafariBid Wallet via M-Pesa or Card, you can request a reversal. Note that transaction fees (e.g., M-Pesa charges) may be deducted from the refunded amount.
Duplicate Charges
If you were charged twice for a trip due to a network error, the duplicate amount will be automatically refunded to your source payment method within 48 hours.
How to Request a Refund
All refund requests must be submitted within 7 days of the incident.
Standard processing time for bank/mobile money reversals is 3-7 business days.