Yene Safe Rides Pty Ltd Refund, Return & Cancellation Policy

Effective Date: 01 October 2025

At Yene Safe Rides Pty Ltd, we are committed to providing reliable and transparent services to our valued customers. This Refund, Return, and Cancellation Policy outlines the terms under which refunds may be provided, how cancellations are handled, and what customers can expect regarding predetermined fares.

1. Predetermined Fares

Once a ride request is made through the Yene Safe Rides platform, the fare is determined based on the distance, time, and other factors specific to your journey. This fare is displayed before confirming your booking. Upon confirmation, the fare is locked in and will not change unless there are unexpected delays, detours, or other special circumstances.

2. Cancellation Policy

You may cancel a ride at any time, but cancellation charges may apply depending on the timing of the cancellation. The following applies:

• Free Cancellation: You may cancel your ride free of charge up to 4 minutes after booking the ride.
• Cancellation Fee: If you cancel after 4 minutes or the driver is already en route to your location, a cancellation fee of N$7.00 will apply. This fee helps compensate the driver for their time and effort.
• No-show: If you fail to show up at the designated pickup location after the driver has arrived, you will be charged the full fare as a “no-show” fee.

Note: In exceptional cases, such as in the event of a vehicle malfunction or other technical issues from Yene Safe Rides, cancellations by us will not incur a fee and a full refund will be issued.

3. Refund Policy

In most cases, fares for completed rides are non-refundable, as they are predetermined and agreed upon at the time of booking. However, refunds may be issued under the following conditions:

• Service Not Provided: If the ride was not completed due to a service failure (e.g., vehicle breakdown, wrong destination), a full refund will be provided.
• Driver No-Show: If the driver fails to arrive at the designated pickup point within a reasonable timeframe, a full refund will be issued.
• Incorrect Fare Charged: In the rare case that an incorrect fare is charged, please contact our customer service team within 24 hours of the ride, and we will assess the situation. If the fare is found to be incorrect, we will issue a refund for the overcharge. Refunds will be processed using the same payment method used for the original transaction. Processing time may vary based on the payment provider and could take up to 5-7 business days.

4. Return of Items Lost During Ride

Yene Safe Rides does not accept responsibility for items left in vehicles. However, we will make reasonable efforts to help return any lost belongings to their rightful owners. Any charges related to the return of lost items (such as shipping fees) will be the responsibility of the customer.

5. Disputes and Issues Resolution

If you experience any issues with your ride, including but not limited to driver conduct, route discrepancies, or fare disputes, please reach out to our customer support team within 24 hours. We will investigate the situation and provide a resolution in accordance with our service standards.

6. Modifications and Updates to the Policy

Yene Safe Rides reserves the right to modify or update this policy at any time. All changes will be communicated via the app or our website. Continued use of our services after any changes to this policy constitutes acceptance of the updated terms.

Contact Us:

For any questions or concerns, please contact our customer support team at: