Refund Policy

Last Updated: May 2026

At Govah, we strive to ensure every journey is smooth and every delivery is on time. However, we understand that things can occasionally go wrong. This policy outlines when and how refunds are issued.

Note: All refund requests must be submitted within 48 hours of the trip or transaction in question to be eligible for review.

1. General Refund Eligibility

Refunds may be granted in the following circumstances:

Technical Errors: If you were double-charged for a single trip or charged for a trip that was cancelled by the driver or the system.
Service Failures: If a driver fails to arrive or if a Govah Send parcel is lost or significantly damaged due to platform/driver negligence.
Unauthorized Activity: If your account was compromised and unauthorized charges were made (subject to security verification).

2. Govah Wallet Refunds

Usage: Funds loaded into your Govah Wallet are intended for use on the platform and are generally non-refundable.
Withdrawals: We do not offer direct cash withdrawals of wallet balances. However, if you are permanently closing your account, you may request a manual refund of the remaining balance, which may be subject to an administrative processing fee.

3. Refund Processing

Method: Approved refunds are primarily issued back to your Govah Wallet for immediate use. In cases of overcharging or technical errors involving a credit/debit card, we can process the refund back to the original payment method.
Timeline: Wallet refunds are instant upon approval. Card refunds may take 5–10 business days to reflect in your bank statement, depending on your financial institution.

4. Non-Refundable Items

We do not issue refunds for:

Trips where the service was successfully provided but you were dissatisfied with the route or driver conversation (though we encourage you to provide feedback via ratings).
Cancellations made by you after the grace period has expired.
Promotional credits or referral bonuses.

5. Contact Support

To request a refund, please go to "Activity" in your Govah app, select the specific trip, and tap "Report an Issue," or email [email protected] with your transaction ID.