ROVO REFUND AND CANCELLATION POLICY

Company: ROVO E-hailing Limited

Country of Operation: Kenya

1. Introduction

ROVO E-hailing Limited ("ROVO", "we", "our" or "us") is committed to providing reliable, transparent and fair ride-hailing, motorcycle transport and delivery services.

This Refund and Cancellation Policy explains the circumstances under which customers may be eligible for refunds, ride cancellations, wallet balance reversals and adjustments for payments made through the ROVO website, mobile applications or other approved payment channels.

This policy applies to ROVO customers, riders, passengers and users of our delivery services, as applicable.

ROVO administers refund requests fairly and in accordance with applicable Kenyan consumer protection laws.

2. Scope of This Policy

This policy covers:

Ride-hailing services, including Economy, Comfort and Premium rides.
ROVO motorcycle rides.
Motorcycle and vehicle delivery services.
Payments made through mobile money, debit cards, credit cards or other supported payment methods.
Promotional offers, discounts, referral rewards and free-ride benefits.
Duplicate, unsuccessful or incorrectly processed transactions.

3. Refund Eligibility

A customer may qualify for a refund in the following circumstances:

3.1 Driver Fails to Arrive

If a driver fails to arrive at the agreed pickup location and the customer has not received the booked service, the customer may request a refund of any eligible amount charged.

ROVO may investigate the trip records and contact the driver before approving the request.

3.2 Driver Cancels the Booking

If a driver cancels an accepted booking and the customer has been charged, any eligible amount collected for the unprovided service will be refunded or credited to the customer's ROVO wallet.

3.3 ROVO Cancels a Booking

If ROVO cancels a confirmed booking and the service has not been provided, the customer will be eligible for a refund of the amount paid for that service, subject to applicable law.

3.4 Failed or Incomplete Transactions

If a payment is deducted but the booking is not successfully created or the transaction fails, the customer may request a reversal or refund.

Where the payment provider automatically reverses the transaction, the customer should allow the provider's processing time before submitting a duplicate claim.

3.5 Duplicate Payments

If a customer is charged more than once for the same booking, the duplicate payment will be investigated and, where confirmed, refunded or reversed.

3.6 Incorrect Charges

Customers may request a refund or fare adjustment if they believe they have been charged incorrectly, including where the amount charged differs from the applicable fare without a valid explanation.

ROVO will review the trip details, applicable pricing and available transaction records.

3.7 Service Not Delivered

For delivery services, a refund may be considered if the delivery was not completed due to a verified failure attributable to ROVO or the assigned delivery partner.

The outcome may depend on the nature of the delivery, the payment arrangement and the circumstances of the failed service.

4. Non-Refundable Circumstances

A refund will not ordinarily be granted in the following circumstances, except where required by law or approved following an investigation:

4.1 Completed Rides

Once a ride has been completed, the fare is generally non-refundable unless there is a verified overcharge, service failure, unauthorised charge or other valid reason for adjustment.

4.2 Customer-Initiated Cancellation

A customer who cancels a booking may be charged an applicable cancellation fee where the fee was disclosed before the booking was confirmed.

Any applicable fee must be reasonable and consistent with the displayed terms and applicable law.

4.3 Customer No-Show

If a driver arrives at the correct pickup location, waits for the applicable waiting period and the customer fails to appear or respond, an applicable no-show or cancellation fee may be charged if disclosed in advance.

4.4 Change of Mind

A customer will not ordinarily receive a refund merely because they changed their mind after a service was completed or the relevant cancellation conditions had been triggered.

4.5 Misuse of Promotions

ROVO may reject claims involving fraudulent bookings, duplicate promotional claims, manipulated referral activity or other abuse of promotional benefits.

ROVO will not use this provision to deny a legitimate refund for a service that was not provided where a refund is legally due.

5. ROVO Cancellation Fees

Cancellation fees may apply where a customer or driver cancels a booking after the applicable cancellation conditions have been met.

Any applicable fee, waiting period and cancellation conditions will be communicated through the app or other appropriate booking interface before they apply.

ROVO may waive a cancellation fee where the cancellation results from a driver failing to arrive, an inaccurate pickup location attributable to the platform, a system error or another justified circumstance.

Customers may challenge a cancellation fee through ROVO Support.

6. Promotional Offers and Free Rides

ROVO may provide discounts, referral bonuses, free rides and other promotional incentives.

Unless the specific promotion states otherwise:

Promotional discounts are not redeemable for cash.
Promotional benefits cannot be transferred or sold.
Each offer is subject to its stated eligibility requirements and validity period.
A promotional benefit used on a booking that is later cancelled will be handled according to the promotion's terms and the reason for cancellation.
Where a qualifying booking is cancelled by ROVO or the driver, ROVO will restore or reissue an eligible promotional benefit where appropriate.
Promotional credits do not replace a refund of real money where a refund is legally due.

Customers should review the terms attached to each promotion before using it.

7. ROVO Wallet Refunds

Where supported, eligible refunds may be returned to the customer's ROVO wallet or original payment method.

A wallet credit may be offered as an alternative only where permitted and accepted by the customer. It will not replace a cash or payment-method refund where applicable law requires otherwise.

Customers should ensure their account and payment information are accurate to avoid unnecessary delays.

8. How to Request a Refund

Customers may request a refund through the following process:

Open the ROVO app or visit the ROVO website.
Access the relevant booking or transaction details.
Contact ROVO Support and select the appropriate complaint or refund category, where available.
Provide the booking reference, transaction reference, date, amount paid and a brief explanation of the issue.
Attach relevant payment confirmation or other supporting evidence if requested.

Customers who cannot submit a request through the app may email support@rovo.co.ke.

Please do not send passwords, PINs, one-time verification codes or complete payment-card security details when submitting a claim.

9. Refund Review and Processing Times

ROVO aims to acknowledge refund requests within two business days and complete its initial review within five business days.

Where a refund is approved, ROVO aims to initiate the refund within five business days after approval, unless further verification or third-party payment processing is required.

These are service targets, not a guarantee of completion within a fixed period. Actual receipt of funds may depend on the bank, mobile money provider, card issuer or other payment service provider.

ROVO will communicate material delays and any additional information required.

Nothing in this section overrides a mandatory refund deadline under applicable law.

10. Refund Method

Approved refunds will ordinarily be returned through the original payment method where practicable.

If the original payment method is unavailable, ROVO may request reasonable information to arrange an alternative lawful refund method.

ROVO will not require customers to pay an additional fee solely to submit a legitimate refund request.

11. Fraudulent or Abusive Claims

ROVO may investigate claims involving suspected fraud, payment manipulation, false evidence, repeated duplicate requests or misuse of promotional offers.

Where appropriate, ROVO may suspend promotional benefits or restrict accounts in accordance with its Terms and Conditions.

Any decision to reject a refund will be based on the available evidence and applicable terms. Customers may request a review of the decision.

This section does not limit any statutory consumer rights.

12. Complaints and Escalation

If a customer is dissatisfied with the outcome of a refund request, they may ask ROVO Support to review the decision and provide additional evidence.

ROVO will assess the complaint fairly and communicate its decision.

Customers retain the right to pursue any remedies available under applicable Kenyan law, including approaching the relevant consumer protection authority where appropriate.

13. Limitation of This Policy

This policy does not exclude or restrict any consumer rights, statutory remedies or legal obligations that cannot lawfully be excluded or restricted.

ROVO will interpret and apply this policy consistently with applicable Kenyan laws and regulations.

14. Policy Updates

ROVO may update this policy to reflect changes in its services, payment methods, operational procedures or applicable legal requirements.

The updated policy will be published on the ROVO website with its effective date. Material changes will be communicated through appropriate channels where required.

Continued use of ROVO services will be subject to the updated terms to the extent permitted by law.

15. Contact Information

For refund requests, complaints or questions about this policy, contact:

ROVO E-hailing Limited

Website: https://www.rovo.co.ke

Email: support@rovo.co.ke

Country: Kenya

ROVO — Ride. Connect. Go.