Cancellation and Refund Policy

# VayaMzansi Cancellation & Refund Policy

Effective Date: 18 June 2026

## 1. Introduction

At VayaMzansi, we aim to provide reliable, affordable and convenient commuter transport services. This Cancellation and Refund Policy explains the circumstances under which bookings may be cancelled and when refunds may be issued.

By making a booking through the VayaMzansi website or mobile application, you agree to this Cancellation and Refund Policy.

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## 2. Passenger Cancellations

Passengers may cancel a booking directly through the VayaMzansi mobile application before the scheduled departure time.

Cancellation requests are subject to the following conditions.

### More than 24 Hours Before Departure

Where a booking is cancelled more than twenty-four (24) hours before the scheduled departure time, the passenger will receive a full (100%) refund to the original payment method.

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### Between 2 and 24 Hours Before Departure

Bookings cancelled between two (2) and twenty-four (24) hours before departure may be subject to a reasonable cancellation fee to cover operational and administrative costs.

The remaining balance, if any, will be refunded.

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### Less than 2 Hours Before Departure

Bookings cancelled less than two (2) hours before the scheduled departure time are generally non-refundable because the seat has been reserved specifically for the passenger.

VayaMzansi may, at its sole discretion, approve a partial or full refund under exceptional circumstances.

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## 3. No-Show Policy

A passenger will be considered a No-Show if they:

• Fail to arrive at the designated pickup location.

• Arrive after the vehicle has departed.

• Cannot be contacted using the contact details provided.

• Refuse to board the assigned vehicle.

No-Shows are not eligible for refunds.

## 4. Driver or Operator Cancellation

If the assigned driver or operator cancels a trip before departure and VayaMzansi is unable to arrange a suitable replacement, the passenger will receive a full (100%) refund.

Where a replacement vehicle or driver is available, passengers will be notified through the VayaMzansi mobile application and their booking will remain valid.

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## 5. Cancellation by VayaMzansi

VayaMzansi reserves the right to cancel a scheduled trip where necessary, including but not limited to the following circumstances:

• Vehicle breakdown.

• Unsafe weather conditions.

• Road closures.

• Safety or security concerns.

• Insufficient passenger bookings for a scheduled shared trip.

• Government directives or regulatory requirements.

• Events beyond VayaMzansi's reasonable control.

Where VayaMzansi cancels a trip, passengers will receive either:

• A full refund; or

• An alternative booking on the next available trip, where possible.

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## 6. Delays

Passengers acknowledge that transport services may occasionally be delayed due to circumstances beyond VayaMzansi's control, including:

• Heavy traffic.

• Road accidents.

• Severe weather conditions.

• Road construction.

• Police checkpoints.

• Vehicle inspections.

• Public demonstrations.

• Other unforeseen events.

Minor delays do not qualify for refunds.

Drivers and operators will make every reasonable effort to keep passengers informed of significant delays.

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## 7. Failed Bookings

If payment is successfully processed but a booking cannot be completed due to a technical fault or system error, VayaMzansi will:

• Confirm the booking manually where possible; or

• Issue a full refund to the original payment method.

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## 8. Duplicate Payments

If a passenger is charged more than once for the same booking, VayaMzansi will investigate the transaction.

Once a duplicate payment has been verified, the additional amount paid will be refunded in full using the original payment method.

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## 9. Refund Processing

Approved refunds will be processed using the same payment method originally used for the booking.

Estimated processing times are:

• Debit and Credit Cards: 5–10 business days.

• Instant EFT: 2–5 business days.

• Other payment methods: According to the processing times of the applicable payment provider.

VayaMzansi is not responsible for delays caused by banks or third-party payment providers.

## 10. Promotions and Promotional Credits

From time to time, VayaMzansi may offer promotional discounts, voucher codes or travel credits.

Unless otherwise stated:

• Promotional vouchers have no cash value.

• Promotional vouchers are non-transferable.

• Promotional vouchers cannot be exchanged for cash.

• Expired promotional vouchers will not be reinstated.

Where a booking is paid partly using a promotional voucher, any approved refund will apply only to the amount actually paid by the passenger.

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## 11. Exceptional Circumstances

VayaMzansi understands that unforeseen events may prevent a passenger from travelling.

Refund requests relating to exceptional circumstances, including but not limited to:

• Medical emergencies.

• Hospitalisation.

• Bereavement.

• Natural disasters.

• Government travel restrictions.

may be considered on a case-by-case basis.

Passengers may be required to provide supporting documentation before a refund request can be approved.

Approval of such requests remains at the sole discretion of VayaMzansi.

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## 12. Fraud Prevention

To protect passengers, drivers and payment providers, VayaMzansi reserves the right to decline or withhold refunds where:

• Fraudulent activity is suspected.

• False information has been provided.

• Payment methods have been used unlawfully.

• The platform has been intentionally abused.

VayaMzansi may also suspend or permanently terminate accounts involved in fraudulent activity.

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## 13. Chargebacks

Passengers are encouraged to contact VayaMzansi Support before initiating a chargeback through their bank or payment provider.

Where a chargeback is found to be fraudulent or unjustified, VayaMzansi reserves the right to:

• Suspend the passenger's account.

• Recover any outstanding amounts owed.

• Restrict future access to the VayaMzansi platform.

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## 14. Changes to this Policy

VayaMzansi may update this Cancellation and Refund Policy from time to time to reflect changes in our services, legal requirements or operational practices.

The latest version will always be available on our website and mobile application.

Continued use of the VayaMzansi platform after any changes have been published constitutes acceptance of the updated policy.

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## 15. Contact Us

If you have any questions regarding cancellations, refunds or this policy, please contact us:

VayaMzansi

Email:  info@vayamzansi.org

Website:  https://www.vayamzansi.org

Business Hours:

Monday to Friday: 08:00 – 17:00 (SAST)

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## Policy Acceptance

By booking transport through the VayaMzansi website or mobile application, you acknowledge that you have read, understood and agree to this Cancellation and Refund Policy.

Last Updated: 18 June 2026