Cancellation Policy

Understand our cancellation terms and conditions

Last Updated: January 1, 2024

1. General Cancellation Policy

At Makeigo, we understand that plans can change. Our cancellation policy is designed to be fair to both passengers and bus operators while providing flexibility when needed.

2. Cancellation Timeframes

2.1 Standard Cancellation (24+ hours before departure)

  • Cancellation fee: 10% of ticket price
  • Refund amount: 90% of ticket price
  • Processing time: 5-7 business days

2.2 Late Cancellation (2-24 hours before departure)

  • Cancellation fee: 25% of ticket price
  • Refund amount: 75% of ticket price
  • Processing time: 5-7 business days

2.3 Last Minute Cancellation (Less than 2 hours before departure)

  • Cancellation fee: 50% of ticket price
  • Refund amount: 50% of ticket price
  • Processing time: 5-7 business days

2.4 No-Show (After departure time)

  • Cancellation fee: 100% of ticket price
  • Refund amount: 0% of ticket price
  • Note: No refund for no-show passengers

3. How to Cancel a Booking

You can cancel your booking through any of these methods:

  • Online: Log into your account and go to "My Bookings"
  • Mobile App: Access your booking and select "Cancel"
  • Customer Support: Call us at +234 802 972 9769
  • Email: Send cancellation request to cancellations@makeigo.com

When canceling, please have your booking reference number ready.

4. Bus Operator Cancellations

If a bus operator cancels a trip:

  • You will receive a full refund of 100% of ticket price
  • We will notify you immediately via email and SMS
  • Alternative travel options will be offered if available
  • Refunds will be processed within 3-5 business days

5. Weather and Emergency Cancellations

In cases of natural disasters, severe weather, or government-imposed travel restrictions:

  • Full refund will be provided for canceled trips
  • No cancellation fees will apply
  • Refunds will be processed automatically
  • We will notify all affected passengers promptly

6. Partial Cancellations

If you have booked multiple seats:

  • You can cancel individual seats from your booking
  • Cancellation fees apply per seat based on the timeframe
  • Remaining seats will stay confirmed
  • Partial refunds will be processed for canceled seats

7. Refund Process

After cancellation:

  1. Cancellation request is received and verified
  2. Refund amount is calculated based on timeframe
  3. Refund is processed to original payment method
  4. You will receive confirmation email
  5. Funds typically appear in 5-7 business days

8. Non-Refundable Tickets

Some promotional or discounted tickets may be marked as "Non-Refundable":

  • These tickets cannot be canceled for refund
  • You may still be able to reschedule (fees may apply)
  • Non-refundable status is clearly indicated during booking
  • Consider travel insurance for these tickets

9. Rescheduling vs. Cancellation

You may choose to reschedule instead of cancel:

  • Rescheduling fee: ₦1,000 per ticket
  • Must reschedule at least 4 hours before departure
  • New travel date must be within 30 days
  • Price difference may apply for new booking

10. Contact for Cancellations

For cancellation assistance, contact us:

Cancellation Hotline: +234 802 972 9769
Email: cancellations@makeigo.com
WhatsApp: +234 802 972 9769
Hours: 24/7 Customer Support