Cancellation & Refund Policy — Customers

Effective date: 2026-11-02 (the parcel cancellation fee after a courier accepts, section 2: 2026-11-03)

This policy describes when and how you can cancel a booking on Abaqwa (the app or go.abaqwa.com) and how refunds are issued.

1. Ride-hailing (Cab) & Intercity

• A cab is free to cancel until a driver accepts it; after that, a cancellation fee of 15% of the booked fare is charged from your Abaqwa wallet.
• No-show by driver: full refund, booking reference stays in your history as "Driver no-show".

2. Parcel delivery

• Before a courier accepts it: you can cancel in the app or on go.abaqwa.com. Everything you paid is refunded to your Abaqwa wallet, except the declaration fee, which is kept by Abaqwa.
• If Abaqwa cancels it (for example when no courier can be found): everything is refunded, the declaration fee included.
• After a courier accepts it and before pickup: you can still cancel. Abaqwa keeps the declaration fee and a cancellation fee of 15% of the price you paid (without the declaration fee); the rest is refunded to your Abaqwa wallet.
• After pickup: the parcel can no longer be cancelled. Contact support with your order reference.
• Heavier at pickup: if you decline to pay the difference, the order is cancelled and refunded the same way (the declaration fee is kept).
• Failed delivery, redelivery and returns: see the Go Abaqwa Delivery Rules, section 7. A parcel returned after the 5-day hub period is not refunded.

2A. Errands

• Until the courier picks it up: you can cancel, and the money held for the errand is released to your Abaqwa wallet.
• After pickup: the errand can no longer be cancelled in the app: contact the courier or support.
• Errands where the courier buys something: you pay what the items cost, up to the item amount you set; the rest is returned to your wallet.
• Failed delivery: see the Go Abaqwa Delivery Rules, section 7.

3. Hotel bookings

Cancellation rules are set by the property. You will see the specific policy on the booking page before you confirm. In general:

• Free cancellation up to 24–72 hours before check-in (property-dependent).
• Non-refundable rates have lower prices but no refund on cancellation.
• No-show: the first night is charged.

4. Bus & intercity tickets

• > 24 hours before departure: 90% refund.
• 2–24 hours before: 50% refund.
• < 2 hours before: no refund.

5. Rentals

• More than 24 hours before the start time: free cancellation, full refund.
• 24 to 6 hours before: 25% of the fare is kept, 75% is refunded.
• Less than 6 hours before: 75% of the fare is kept, 25% is refunded.
• No-show (the car is not collected and the rental company could not reach you; it can record it from 2 hours after the start time): 75% of the fare is kept, 25% is refunded.
• If an amount is held in your Abaqwa wallet because you chose to drive yourself, these charges are taken from that amount instead, and the whole fare is refunded.
• From the start time, or once the car is handed over, the rental can no longer be cancelled in the app: contact support.
• Any security deposit is collected directly by the rental company at pickup and returned by it at return. Abaqwa does not hold it.

6. Refund channel

Refunds are credited to your Abaqwa wallet once approved. They are not paid back to Mobile Money or to a card.

• You can withdraw your wallet balance to a Mobile Money or bank account in your name (see the Terms, section 8).
• The Mobile Money fee you paid on top (1.3%) belongs to the payment provider and is not refunded.
• Cash-on-service → wallet credit only.

7. Disputes

If you believe an amount is wrong, open a support ticket within 30 days. We investigate within 7 business days and refund the disputed amount if validated. For lost or damaged goods, see the Terms, section 9.2.

8. Contact

info@abaqwa.com — include your booking reference.