Legal · Everyone
Cancellation & Refund Policy
When you can cancel, what gets refunded, how long it takes, and what happens if a driver or passenger no-shows.
- Version
- v0.1-draft
- Last updated
- 2026-05-16
- Jurisdiction
- Ghana
- Status
- Draft
Working draft — pending final legal review. This page describes how Glydr intends to operate during our Accra pilot. We are finalising review with Ghana-qualified counsel and will publish the signed-off version before the public launch. Questions or feedback: legal@glydr.africa.
1. How escrow works
When a Passenger books a seat, the Cost Contribution is debited from the Passenger’s mobile money wallet or card by Flutterwave and held in escrow by Glydr. The Driver does not see the money until 24 hours after the Passenger confirms the Trip completed (or after the equivalent auto-confirm window). Refunds return to the original payment method.
2. Passenger cancellation
| When you cancel | Refund |
|---|---|
| More than 2 hours before scheduled pickup | Full refund (less any unavoidable payment-processor fee). |
| 30 minutes to 2 hours before pickup | 50% refund. The other 50% covers the Driver’s lost-slot opportunity. |
| Less than 30 minutes before pickup, or after the Driver departs | No refund, unless the Driver also fails to perform (see Section 3) or there is a safety or KYC issue. |
3. Driver cancellation
| When the Driver cancels | Outcome |
|---|---|
| More than 2 hours before scheduled pickup | No driver penalty. Passenger receives a full refund automatically. |
| Less than 2 hours before pickup | Passenger receives a full refund plus a Glydr-funded apology credit (currently GHS 5). The Driver receives a strike on their record; repeated late cancellations lead to suspension. |
4. Driver no-show
If the Driver fails to arrive within 15 minutes of the scheduled pickup and does not respond to the in-app chat or operator call:
- The Passenger receives a 100% refund.
- The Passenger receives an apology credit (currently GHS 10).
- The Driver’s account is suspended pending review. Repeated no-shows lead to permanent removal.
5. Passenger no-show
If a Passenger does not arrive within 15 minutes of the scheduled pickup and is not reachable in-app or by phone:
- The Driver may mark the Passenger as “No-show” and depart with the remaining bookings.
- The Driver receives the Cost Contribution as if the Passenger had travelled. Glydr may waive its 10% Platform Fee as goodwill in clear no-fault cases.
- The Passenger receives a strike on their record; repeated no-shows lead to suspension.
6. Trip aborted mid-route
The handling depends on cause:
- Driver fault (mechanical breakdown attributable to the Driver, route abandonment without good reason): full refund to the Passenger, plus apology credit. Driver receives nothing for the leg completed.
- Passenger fault (misconduct, breach of community guidelines): no refund. Driver receives the full Cost Contribution.
- Force majeure(police roadblock, weather event, mechanical failure of indeterminate fault, security incident outside either party’s control): Glydr’s default is a full refund to the Passenger and a Glydr-funded credit to the Driver covering verified fuel costs of the leg completed. Decided case-by-case.
7. Safety-triggered cancellation
If Glydr cancels a Trip for safety reasons — SOS, KYC mismatch detected mid-Trip, vehicle-document failure — the Passenger is refunded in full. Where the cause is purely administrative on the Driver side (e.g. a re-verification due that day), the Driver is not penalised for that specific Trip; the system simply prevents further Trips until paperwork is updated.
8. How refunds reach you
Refunds return to the original payment method. Mobile money refunds via Flutterwave typically settle within 24 hours; up to 7 days in cases of mobile-money network dispute. Card refunds may take 5 to 14 business days depending on your issuing bank.
You can track the refund in the app under “Trip history”. If a refund has not arrived after the windows above, contact hello@glydr.africa with your booking reference.
9. Disputes
If you believe a refund decision is wrong, use the in-app dispute flow. We aim to resolve disputes within 48 hours. Where Glydr cannot resolve a mobile-money issue, you can escalate to the Bank of Ghana’s Payment Systems Department under the Payment Systems and Services Act, 2019 (Act 987). For everything else, see our Complaints & Dispute Resolution page.
10. Force majeure
Neither party is liable for failure or delay caused by events beyond reasonable control — natural disasters, government action, widespread network outages, public-safety emergencies. In a force-majeure event Glydr will apply Section 6 (force-majeure branch) and communicate publicly through the in-app banner and operator email.