Refund Policy

1. Refund Eligibility

You are eligible for a refund under the following conditions:

• Valid cancellation made within the allowed timeframe
• Bus operator cancels the trip
• Bus is significantly delayed (over 2 hours)
• Duplicate booking made in error
• Technical error during booking process

2. Refund Amounts by Cancellation Time

3. Refund Process

Step 1: Request Submission

Submit your refund request through your account dashboard or by contacting customer support with your booking reference.

Step 2: Verification

Our team verifies your request and calculates the refund amount based on our policy.

Step 3: Approval

Once approved, the refund is processed to your original payment method.

Step 4: Confirmation

You will receive an email confirmation when the refund is initiated.

4. Refund Methods

Refunds are processed to the original payment method used for booking:

• Card Payments: Refunded to the same card
• Bank Transfer: Refunded to the same bank account
• USSD/Mobile Money: Refunded to the same mobile wallet
• Wallet Balance: Refunded to Makeigo wallet (instant)

5. Refund Timeframes

• Makeigo Wallet: Instant
• Card Payments: 5-7 business days
• Bank Transfers: 3-5 business days
• USSD/Mobile Money: 1-2 business days

Note: Actual timing may vary based on your bank or payment provider.

6. Partial Refunds

For bookings with multiple seats:

• Partial refunds are processed for individual seat cancellations
• Each seat follows the standard refund schedule
• Remaining seats remain valid for travel
• You will receive separate refunds for each canceled seat

7. Failed or Duplicate Payments

If you were charged multiple times or your payment failed:

• Contact us immediately with transaction details
• Duplicate charges will be refunded fully
• Failed payments will be reversed automatically
• Contact your bank if charges persist

8. Promotional Tickets

Special conditions apply to promotional or discounted tickets:

• Discounted tickets (over 20% off): 50% refund max
• Promotional codes: Refund excludes discount amount
• Flash sale tickets: May be non-refundable
• Group booking discounts: Refund per ticket only

9. Refund Status Tracking

You can track your refund status:

• Log into your Makeigo account
• Go to "My Bookings" → "Refund Status"
• Enter your booking reference
• Check refund progress in real-time

10. Disputed Refunds

If you believe a refund was processed incorrectly:

• Contact customer support within 14 days
• Provide booking reference and transaction ID
• Our team will investigate within 48 hours
• Adjustments will be made if error is confirmed

11. International Transactions

For international card payments:

• Refund amounts may be affected by exchange rates
• International transaction fees may not be refundable
• Processing may take up to 14 business days
• Contact your bank for currency conversion details

12. Contact for Refunds

For refund-related inquiries:

Email: refunds@makeigo.com
Phone: +234 802 972 9769
WhatsApp: +234 802 972 9769
Refund Hotline Hours: Monday-Saturday, 8 AM - 8 PM