Cancellation & Refund Policy

Bro Cabs – Cancellation & Refund Policy

Effective Date: 23 August 2026

At Bro Cabs, we strive to ensure a seamless and reliable ride experience for all our users. This Cancellation & Refund Policy outlines the terms under which cancellations, cancellation fees, refunds and related payment issues are handled on our platform.

Standard Ride Cancellation

Riders may cancel a standard ride within 2 minutes of booking without any charge.

Late Cancellations

Cancellations made after 2 minutes of confirming a standard ride may incur a cancellation fee, depending on the distance already traveled by the driver or other operational costs.

Driver En Route or Arrived

If the driver is already en route or has arrived at the pickup location, and the rider cancels, a cancellation fee may apply.

Scheduled Trip Cancellations

For scheduled trips, different cancellation terms apply because the driver is assigned and the trip is reserved in advance.

Riders may cancel a scheduled trip without a cancellation fee up to 1 hour after a driver has been assigned to the trip.

If the rider cancels the scheduled trip more than 1 hour after the driver has been assigned, a R25 late cancellation fee will apply.

Once the R25 cancellation fee becomes applicable, the fee may be charged to the rider's available payment method or account, subject to the payment method supported by Bro Cabs.

If the driver cancels the scheduled trip, the rider will not be charged a cancellation fee.

If a rider is not present at the pickup location within a reasonable waiting time (usually 5 minutes), the ride may be marked as a no-show. A cancellation or no-show fee may apply. No refund will ordinarily be provided for a no-show, except where Bro Cabs determines that a refund is warranted under the Refunds section of this policy.

If a driver cancels a ride:

• Riders will be notified immediately.
• The rider will not be charged for the cancelled ride.
• If a charge was mistakenly applied, the rider may request a refund through our support team.
• Drivers may be subject to performance or account-related consequences where cancellations are excessive, repeated, or otherwise inconsistent with Bro Cabs' driver terms.

Drivers who subscribe to Bro Cabs on a recurring subscription plan must provide sufficient notice if they wish to cancel their subscription before the next renewal.

Monthly Subscription

Drivers on a monthly subscription must cancel their subscription at least 14 days (2 weeks) before the next scheduled renewal date.

If cancellation is not received within this notice period, the subscription may renew for the following month.

Once a new subscription period has commenced, cancellation will generally apply to the following renewal period and does not automatically entitle the driver to a refund for the current subscription period.

Weekly Subscription

Drivers on a weekly subscription must cancel their subscription at least 2 days before the next scheduled renewal date.

If cancellation is not received within this notice period, the subscription may renew for the following week.

Once a new subscription period has commenced, cancellation will generally apply to the following renewal period and does not automatically entitle the driver to a refund for the current subscription period.

Drivers are responsible for ensuring that their cancellation request is successfully submitted and processed before the applicable notice period.

A cancellation does not automatically entitle a rider or driver to a refund. Refund eligibility depends on the circumstances of the ride, transaction, cancellation or subscription payment.

Ride Refund Eligibility

• You were charged for a ride that was not completed.
• A technical issue occurred, such as a duplicate charge.
• The ride experience was materially affected by verified driver misconduct or operational failure.
• A payment was incorrectly processed due to a verified technical, payment or operational error.

Subscription Refunds

Subscription payments are generally non-refundable once the relevant subscription period has commenced, except where Bro Cabs determines that a refund is warranted due to a verified technical, payment or operational error.

Refund Requests

To request a refund, contact our support team at support@brocabs.co.za within 7 days of the ride or transaction in question.

Bro Cabs may review the relevant trip, payment and account information before determining whether a refund is applicable.

Fares may vary due to traffic, route changes, and real-time demand, including surge pricing.

Refunds are not provided for changes in fare resulting from time, traffic, demand, or route changes unless there was a confirmed app or driver error.

If you believe you were incorrectly charged, please contact us at support@brocabs.co.za.

All payment disputes must be raised within 7 days of the transaction.

For assistance, questions, cancellation requests, or refund requests, please contact our support team:

• Email: support@brocabs.co.za
• Phone: 062 952 8030