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.

We anticipate that each journey you schedule via the Yene app will proceed smoothly, but we recognize that unexpected situations can arise. In case a journey you undertake falls short of your expectations, you can provide your insights by rating your driver using the app; and should you think there was a mistake with your fare or a significant problem arose during your trip, you can notify our Support team. In certain situations, our Refund Policy may apply to your report

We’d like you to understand what to anticipate when you report problems, which is why we’re providing examples of situations where you could qualify for a full or partial refund of the amount you paid. If you encounter a problem during a trip, inform us within 24 hours. Every request will be assessed strictly at Yene’s discretion and individually.

To remind you, Yene serves as a platform that links users to fulfill journeys arranged by a passenger and acknowledged by a driver within the application. As a passenger, the choice to go on a journey rests with you. Yene offers details to passengers before commencing a journey, including:

• Cost and additional projections in the app such as an initial price and anticipated arrival time. 
• Information about the vehicle and driver, including license plate, driver’s name, and type of vehicle.

As a passenger, you must ensure that the information given is correct and aligns with your quality standards. By choosing to go on a trip, you agree to the service terms and assume responsibility for the payment of that trip.

TAKE NOTE THAT THE REFUND POLICY DETAILED HEREIN ONLY APPLIES TO CARD PAYMENTS. YENE WILL NOT BE LIABLE FOR ANY REFUND FOR MONIES PAID IN CASH TO A DRIVER OR DELIVERY PERSON.

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. When can I qualify for a complete or partial refund

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:

Instances in which you might qualify for a complete or partial refund include:

• A charge or fee was incorrectly applied, or your journey encountered a technical problem, such as an eligible promotion not being correctly applied.
• 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.
• The cost of your trip was considerably greater than the estimate presented to you in the app before you made the booking, and this was not a result of additional stops or a modified destination.
• Your journey was not finished within a sensible walking distance to your desired location.
• The intended passenger or you didn’t complete the journey, or there are additional fraud issues.
• Service Not Provided: If the ride was not completed due to a service failure (e.g., vehicle breakdown, wrong destination), a full refund may be provided.
• Driver No-Show: If the driver fails to arrive at the designated pickup point within a reasonable time-frame, a full refund may be issued.

4. When am I not eligible to receive a full or partial refund? 

Scenarios in which you will not qualify for a complete or partial refund include, but are not limited to:

• A problem concerning the quality of the vehicle or the kind of vehicle sent for your journey. Take note: Utilize Yene’s rating system or reach out to customer support to inform drivers about problems with their vehicle.
• A problem with a driver failing to meet your quality standards. Take note: You can utilize Yene’s rating system or reach out to customer support to give drivers feedback regarding their service.
• A problem that arose from user mistake, such as asking for the incorrect kind of vehicle.
• A delay during the trip or a routing problem caused by uncontrollable circumstances (e.g. traffic, construction) or a price change due to adding or removing stops or altering your destination after the journey has commenced.
• Be aware that any incidents related to safety are managed by a dedicated team and can be reported to us at support@yetuyene.com.

5. 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 courier / shipping fees) will be the responsibility of the person concerned.

6. Addressing Your Inquiry / Complaint

You may file a refund request or a general complaint regarding your trip to Yene’s customer service team at support@yetuyene.com or through the app within 24 hours of experiencing a problem. If we find that you qualify, you can anticipate any refunds to be credited back to your original payment method and processing time may vary based on the payment provider and could take up to 5-7 business days. 

7. 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 endeavour to provide a resolution in accordance with our service standards.

8. Inaccurate/ Malicious Reports

We examine every report. Submitting false information regarding your travel experience when contesting fees or charges could lead to your request being rejected and/or your account being terminated.

9. 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: