1. Purpose

This Refund Policy explains when and how families may receive refunds for payments made through Wavy. It ensures fairness, transparency, and compliance with consumer-protection principles under The Gambia's commercial and digital-services regulations.

2. Scope

This policy applies to all bookings and payments made via:

Mobile money services
Credit/Debit card transactions
Prepaid wallet or subscription plans

It applies to families, drivers, and partners using the Platform.

3. Eligible Refund Situations

Refunds may be issued in the following circumstances:

Duplicate Payment – Family is charged twice for the same trip
Driver No-Show – Family was ready at pickup but no driver arrived within a reasonable time window (usually 15 minutes)
System Error or App Failure – Technical issue prevented ride completion after payment was deducted
Ride Cancelled by Driver Before Start – If a prepaid or in-app payment was made, the family is entitled to a full refund
Safety Concerns – Driver behavior or vehicle condition raises legitimate safety concerns
Refunds for Subscription or Wallet Deposits – Only unused wallet balances are refundable upon verified request

Note: Rides completed successfully or cancelled by the family after driver acceptance are generally not refundable, except where system or driver misconduct is proven.

4. Non-Refundable Cases

Refunds will not be issued for:

Family-initiated cancellations after pickup confirmation
Delays caused by traffic, weather, or other conditions beyond control
Schedule changes requested by families within 24 hours of pickup
Service fees for bookings or wallet top-ups once processed
Promotional credits or discount vouchers

5. Refund Request Process

Step 1 — Submit a Request

Email support@wavy.com.co or use the in-app support form within 72 hours of the transaction. Include:

Full name and registered mobile number
Ride ID or transaction reference number
Payment method and amount
Reason for refund with any supporting evidence (screenshot, receipt etc.)

Step 2 — Investigation

Our support team will acknowledge your request within 2 business days and investigate the issue with driver, payment provider, and system logs.

Step 3 — Resolution

Approved refunds will be processed within 7 to 14 business days, depending on your payment provider
Refunds are credited to the original payment method or wallet balance
If the refund is denied, we will provide a written explanation

6. Partial Refunds

When a ride is only partially completed due to cancellation or system failure, a pro-rated refund based on distance or time travelled may apply. This is assessed case by case.

7. Special Notes for Drivers

Drivers who receive advance payment for a ride later cancelled by the family must return the funds via the app or as instructed by Wavy. Failure to do so may result in deduction from future earnings or account suspension.

8. Chargebacks and Fraud

If a chargeback or fraudulent claim is filed, we reserve the right to suspend the user's account while the investigation is underway. Repeated false claims may lead to permanent account termination.

9. Modifications

Wavy reserves the right to amend this policy from time to time. Updated versions will be published on the Platform with the revised effective date. Continued use of our services constitutes acceptance of the new policy.

10. Contact Us

For refund queries or support, please contact:

Email: support@wavy.com.co
Phone: +220 5533578
Address: C8M4+PP7 Bakoteh, Tippa Garage KM, The Gambia