Refund Policy

Diakite Autos Limited | Taxi/Delivery App

1. Introduction

At Diakite Autos Limited, including our digital mobility platforms Taxi/Delivery App, we are committed to providing high-quality services, transparency, and customer satisfaction across all our offerings.

This Refund Policy outlines the terms and conditions under which refunds, fare adjustments, credits, or reimbursements may be issued for:

  • Automobile purchases and services

  • Ride-hailing services (Taxi/Delivery App)

  • Delivery and logistics services (Taxi/Delivery App)

  • Digital payments and transactions

Our refund approach is designed to be fair, case-based, and consistent with industry standards, while ensuring accountability from all parties involved.

2. General Refund Principles

  • Refunds are not automatic and are assessed on a case-by-case basis.

  • We may issue refunds in the form of:

    • Original payment reversal

    • Wallet credit within the app

    • Service vouchers or adjustments

  • Refund decisions are based on:

    • Transaction records

    • Driver or service provider reports

    • GPS and trip data

    • Customer complaints and supporting evidence

3. Ride-Hailing Services (Taxi/Delivery App)

3.1 Completed Trips

For successfully completed trips, refunds are generally not issued unless there is a valid concern such as:

  • Incorrect fare calculation

  • Driver taking an unnecessarily long route

  • Trip not properly ended in the app

  • Technical errors affecting pricing

If any of the above occurs, users may request a fare review.

3.2 Cancellation Fees

Cancellation fees may apply in the following situations:

  • When a rider cancels after the allowed free cancellation period

  • When a driver has already arrived or is close to the pickup location

  • When repeated cancellations occur without valid reasons

You may request a refund of a cancellation fee if:

  • The driver did not move toward your location

  • The driver asked you to cancel the trip

  • The driver took an unusually long time to arrive

  • There was a system or app error

3.3 No-Show Policy

If a driver arrives and waits for the designated waiting period but the rider does not show up, a cancellation fee may be charged. Refunds in such cases are typically not granted unless evidence shows:

  • Incorrect pickup location

  • Communication failure due to app issues

  • Safety-related concerns

3.4 Driver Conduct & Safety Issues

Refunds or credits may be issued if:

  • You felt unsafe during the trip

  • The driver behaved inappropriately

  • The vehicle condition was unacceptable

  • The driver did not follow the agreed route or instructions

All such cases are investigated thoroughly before action is taken.

4. Delivery Services (Taxi/Delivery App)

4.1 Successful Deliveries

Once a delivery has been successfully completed and confirmed, refunds are generally not issued unless:

  • The item was damaged during delivery

  • The wrong item was delivered

  • The delivery was not completed as requested

4.2 Failed or Cancelled Deliveries

Refunds may be issued if:

  • A delivery was cancelled due to driver or system failure

  • The delivery agent could not complete the order due to internal issues

  • Payment was made but the service was not fulfilled

4.3 Customer-Initiated Cancellations

If a customer cancels a delivery request:

  • Before assignment: No charge or full refund

  • After assignment: Partial or full cancellation fee may apply

Refunds will depend on the stage of the delivery process.

5. Payment Issues & Billing Errors

Refunds may be processed in the event of:

  • Double charges

  • Failed transactions where funds were deducted

  • Incorrect billing amounts

  • Unauthorized charges

Authorization Holds:
Some payments may appear as temporary charges (authorization holds). These are not actual deductions and are typically reversed automatically within a few business days depending on your bank.

6. Automobile Sales & Services (Diakite Autos Limited)

6.1 Vehicle Purchases

Vehicle purchases are subject to specific contractual agreements. Refunds are generally not provided once:

  • The purchase is completed

  • Ownership has been transferred

  • Documentation has been processed

Exceptions may apply in rare cases such as:

  • Proven misrepresentation

  • Legal or contractual obligations

6.2 Deposits & Reservations

Deposits made for vehicle reservations:

  • May be refundable within a defined period

  • May become non-refundable once processing or procurement begins

Terms will be clearly communicated at the point of payment.

6.3 Autocare & Service Payments

Refunds for servicing, repairs, or maintenance may be considered if:

  • Services were not rendered

  • There was a billing error

  • Work performed did not meet agreed standards

7. Refund Request Process

To request a refund:

For App Services (Rides & Delivery):

  1. Open the Taxi/Delivery App

  2. Navigate to Trip History or Order History

  3. Select the relevant trip or delivery

  4. Tap Support or Report an Issue

  5. Choose the appropriate issue and submit details

For Automobile Services:

  • Contact our support team via:

    • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

    • Phone: Available on our Contact Page

    • Visit our office location

Provide:

  • Transaction details

  • Receipt or invoice

  • Description of the issue

8. Refund Processing Time

  • Refund reviews typically take 24 to 72 hours

  • Approved refunds may take:

    • 3–10 business days for bank processing

    • Instant to 48 hours for app wallet credits

Processing time may vary depending on your financial institution.

9. Abuse & Fraud Prevention

We reserve the right to:

  • Decline refund requests suspected to be fraudulent

  • Limit repeated refund claims from the same account

  • Suspend or restrict accounts engaged in abuse of the refund system

10. Changes to This Policy

Diakite Autos Limited reserves the right to update or modify this Refund Policy at any time. Updates will be reflected on this page, and continued use of our services constitutes acceptance of the revised terms.

11. Contact Us

For further inquiries regarding refunds, complaints, or disputes, please contact:

Diakite Autos Limited
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: +234 807 566 6665
Location: Lagos, Nigeria

At Diakite Autos Limited and across our Taxi/Delivery App, we strive to maintain fairness, transparency, and customer satisfaction. While refunds are not guaranteed in all cases, we are committed to resolving issues promptly and ensuring a reliable service experience for all users.

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