Refund & Cancellation Policy.
We guarantee fair, predictable, and transparent pricing on every commute. Learn when you are eligible for fare adjustments, cancellation waivers, or direct M-PESA reversals.
2 to 6 Hours
Direct payout to registered Safaricom lineInstant (0 Secs)
Immediate balance applied to next trip3 to 7 Banking Days
Settled via acquiring bank networkFirst 3 Minutes
100% free with zero cancellation feeSimple, Automated Resolution
No lengthy bureaucracy. We resolve 92% of ride fare inquiries within 2 hours.
01
Submit Trip Discrepancy
Open your Pace app, select the ride from your 'Trip History', and tap 'Report Billing Issue' within 48 hours of trip completion.
02
GPS & Telemetry Audit
Our automated dispute engine analyzes the driver's real-time GPS telemetry, route duration, and MPESA gateway logs.
03
Instant Disbursal
Once verified, your refund is disbursed directly back to your M-PESA phone number or credited to your Pace balance.
Qualifying Refund Circumstances
Duplicate MPESA / Card Deduction
If a technical network timeout caused multiple deductions for a single completed trip request.
Driver No-Show / False Pickup
If a fare was debited or ride marked complete, but the driver never arrived at the confirmed pickup coordinates.
Unapproved Route Deviation
If a driver took a significantly longer detour without commuter consent or severe traffic congestion justification.
Vehicle Mechanical Breakdown
If an active journey was prematurely terminated due to mechanical malfunction or flat tire before arrival.
Cancellation Grace Period & Driver Compensation Fees
To balance passenger flexibility with fair compensation for drivers committing fuel to reach your location, the following rules apply across Nairobi:
Within 3 Minutes
FREE (KES 0)
Cancel freely without any fee or penalty.After 3 Minutes (Sedans)
KES 100
Credited directly to driver for fuel spent.Pace XL (7-Seater)
KES 150
High-capacity van transit compensation.Have an Unresolved Trip Charge?
Contact our Billing & Dispute desk directly with your trip timestamp and MPESA confirmation code.