AwaHop Cancellation and Refund Policy

Riders may cancel a booking free of charge within the applicable free-cancellation period communicated through the AwaHop application.

Where a customer cancels after the free-cancellation period or after driver arrival, a reasonable cancellation fee may apply.

Any applicable cancellation amount will be disclosed through the application before booking confirmation and before a chargeable cancellation is confirmed.

A rider will not be charged a cancellation fee where the driver cancels the booking or AwaHop is unable to find a driver.

Cancellation charges remain subject to applicable Nigerian consumer-protection laws, including circumstances in which a charge must be waived or refunded.

Where a driver cancels an accepted booking, AwaHop may attempt to locate another available driver.

A driver may report a rider no-show after the applicable waiting period. Any associated charge must be properly disclosed and comply with applicable law.

No undisclosed cancellation or no-show fee will be imposed.

Customers may report a payment, fare or trip-related concern through the available Help & Support or payment-dispute functions.

AwaHop reviews refund requests based on the circumstances, the service performed and applicable consumer-protection requirements.

A full or partial refund may be provided where appropriate. Nothing in this Policy removes a customer's statutory right to a refund where applicable.

Approved refunds are processed through the relevant payment provider and returned to the original payment method, subject to the provider's processing timelines.

Where you believe a charge is incorrect, contact AwaHop through Help & Support for investigation.

Personal information associated with cancellation, refund and dispute requests is handled in accordance with the AwaHop and AwaRuns Privacy Policy.

For assistance, contact admin@awahop.com.