Return & Refund Policy
Effective Date: 26 August 2025
Last Updated: 26 August 2025
At Bro Cabs (Pty) Ltd (“we,” “our,” “us”), we strive to provide affordable, safe, and reliable
rides. We also value transparency in how cancellations, refunds, and adjustments are
handled. This Return & Refund Policy sets out the conditions under which refunds or credits
may be granted.
1. Scope of Policy
This policy applies to:
- Rider trips booked through the Bro Cabs mobile app or website.
- Subscription fees, administrative charges, or deposits paid by drivers.
- Promotional vouchers, discounts, and other offers made available by Bro Cabs.
2. Rider Refunds
Riders may be eligible for a refund or ride credit in the following cases:
- Driver No-Show: If the assigned driver does not arrive or cancels after the rider has been
waiting beyond the reasonable grace period.
- Trip Cancellation by Bro Cabs: If a trip is cancelled by us due to technical faults, safety
concerns, or factors within our control.
- Service Failure: If the ride experience materially differs from what was promised (e.g.,
incorrect vehicle type, unsafe conduct, overcharging due to technical errors).
Refunds will not apply in cases where:
- The rider cancels a trip after the free cancellation window has passed.
- Delays or disruptions occur due to traffic, weather, or other factors beyond our control.
- The rider provides incorrect pickup/drop-off details.
3. Driver Refunds
Drivers may be eligible for partial or full refunds in the following cases:
- Duplicate Payment: If a subscription/admin fee was charged twice in error.
- System Error: If payment was processed incorrectly due to a technical issue on our side.
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- Termination or Suspension: If a driver’s account is suspended by Bro Cabs without valid
cause.
Refunds will not apply in cases where:
- A driver fails to meet onboarding requirements (e.g., valid documents, background
checks).
- Subscriptions or fees are forfeited due to breach of contract, misconduct, or fraud.
- A driver voluntarily resigns or abandons the platform after payment.
4. Promotional Vouchers & Credits
- Promo codes, vouchers, and referral credits have no cash value and are non-refundable.
- Expired or misused vouchers will not be reissued.
- If a ride paid with a voucher qualifies for a refund, the refund will be in the form of ride
credit, not cash.
5. Timeframe for Requests
- Riders must submit refund requests within 48 hours of trip completion/cancellation.
- Drivers must submit refund requests within 7 days of payment.
- After these periods, refunds will only be granted at our discretion.
6. Refund Method
- Approved refunds will be issued via the original payment method (credit card, EFT, wallet,
etc.) within 21 business days.
- In some cases, refunds may be provided as ride credits or driver account credits, at our
discretion.
7. Process for Requests
To request a refund:
1. Contact us at legal@brocabs.co.za with your trip ID, payment reference, or subscription
invoice.
2. Provide supporting evidence (e.g., screenshots, receipts, trip details).
3. Await confirmation and resolution from our support team.
8. Exceptions
We reserve the right to decline refund requests if:
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- There is evidence of misuse, fraud, or abuse of our systems.
- The request falls outside the timeframe outlined above.
- The product or service is explicitly non-refundable (e.g., expired vouchers, completed valid
rides).
9. Amendments
Bro Cabs (Pty) Ltd reserves the right to amend this policy at any time. Updates will be
effective upon publication on our official platforms.
10. Contact
For questions or refund requests, please contact:
legal@brocabs.co.za
063 947 7208
138 Kelvin Road, Morningside, Sandton, Gauteng, South Africa