Returns, Cancellations & Refunds

Effective: 12 August 2026

Zippi supplies ride services, not returnable physical goods. This policy therefore explains ride cancellations, disputed charges and refunds. It does not limit any non-excludable right under South African law.

1. Cancelling a ride

A passenger can cancel in the app while a ride is requested, accepted or the driver is arriving. A ride cannot be cancelled through the passenger control after the trip has started; contact support if exceptional circumstances apply. Zippi currently does not apply a cancellation fee unless a specific fee is clearly shown before the passenger confirms it.

2. Driver or platform cancellation

If a driver or Zippi cancels before completing the service, no fare is due for an unperformed ride. Any completed electronic charge for that ride will be reviewed for reversal or refund.

3. Failed or duplicate payments

A failed authorisation is not a completed payment, although a bank may temporarily show a pending hold. Duplicate completed charges, an incorrect charged fare, or payment for a ride that was not supplied should be reported with the ride ID and payment reference.

4. Completed rides and service problems

Completed rides are generally not refundable merely because a passenger changes their mind. If the service was not provided as agreed, was materially deficient, ended early, or the charged route or fare was incorrect, Zippi will investigate and may provide a full or reasonable partial refund as required by the circumstances and applicable law.

5. Cash rides

No automatic gateway refund exists for cash. Where a cash refund is approved, Zippi support will arrange an appropriate method after confirming the ride, amount paid and identities involved.

6. Electronic-payment refunds

When FNB or another gateway is enabled, approved refunds will normally be sent back to the original payment method. Bank processing times are outside Zippi’s control. Zippi aims to submit an approved refund within 5–10 business days, after which the issuing bank may need additional time to display it.

7. How to request a refund

Email zippi@combatix.world with the ride ID, account email or mobile number, date, amount, payment method, reason and supporting evidence. Do not email card numbers, passwords or verification codes. Requests should be made promptly so location, payment and ride records remain available for review.

8. Review and outcome

Zippi may consult the passenger, driver and payment provider, and review route, status, message and location records. We will communicate whether the request is approved, partially approved or declined and provide the reason. Fraudulent refund requests may result in account restriction and lawful investigation.

9. Consumer rights

The Consumer Protection Act 68 of 2008 recognises rights relating to service quality and reasonable cancellation treatment. Nothing in this policy excludes a remedy that the law requires.