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Refund Policy

Refund Policy

Last Updated: June 16, 2024

Introduction​

This Refund Policy outlines the terms and conditions for refunds related to services provided by CENO TRANSPORT LTD. We strive to ensure fair and transparent refund practices while maintaining high-quality service standards. This policy applies to all ride-hailing and courier services booked through our platform.

Eligibility for Refunds​

CENO TRANSPORT LTD may issue refunds in the following circumstances:

Ride Cancellations​

  • Cancellation by Passenger: Refund eligibility depends on when cancellation occurs:

    • Before driver assignment: Full refund
    • After driver assignment but before driver arrives: Partial refund minus cancellation fee
    • After driver arrives at pickup location: No refund (cancellation fee applies)

  • Cancellation by Driver: Full refund if:

    • Driver cancels without valid reason
    • Driver doesn't arrive within the estimated arrival time plus a reasonable grace period
    • Driver refuses to complete the trip as requested in the app

  • Cancellation by CENO TRANSPORT LTD: Full refund if:

    • System issues prevent service fulfillment
    • Safety concerns require trip cancellation
    • Service unavailability in requested area

Service Issues​

  • Route Deviation: Partial refund if driver significantly deviates from the suggested route without passenger consent, resulting in higher fare
  • Service Quality: Partial refund for verifiable service quality issues such as:
    • Unsafe driving
    • Unprofessional behavior
    • Vehicle condition significantly below standards
    • Significant delay not caused by external factors (traffic, weather)
  • Technical Errors: Full refund for verified technical errors resulting in:
    • Duplicate charges
    • Incorrect fare calculation
    • Payment processing errors

Courier Services​

  • Damaged Items: Refund for verified damage to items during transportation (subject to package value declaration and terms)
  • Delivery Failures: Partial or full refund if:
    • Package is not delivered within the promised timeframe (without external causes)
    • Package is delivered to incorrect location due to driver error
    • Package is lost during transit

Non-Refundable Situations​

Refunds will generally not be issued in the following circumstances:

  • Passenger no-shows (failing to be at the pickup location)
  • Cancellations due to passenger providing incorrect pickup or destination information
  • Requests based on factors beyond our control (traffic conditions, weather, road closures)
  • Route changes requested by the passenger during the trip
  • Dissatisfaction with estimated pricing that was clearly displayed and accepted before booking
  • Claims submitted after the refund eligibility period (7 days from the date of service)
  • Violations of our Terms of Service or Code of Conduct by the passenger

Refund Process​

How to Request a Refund​

  1. Open the CENO TRANSPORT app
  2. Navigate to "Trip History"
  3. Select the relevant trip
  4. Tap "Report an Issue" or "Request Refund"
  5. Select the reason for your refund request
  6. Provide necessary details and supporting information
  7. Submit your request

Alternatively, you can email support@ceno.ng with your refund request, including your trip details.

Required Information​

When requesting a refund, please provide:

  • Trip ID or reference number
  • Date and time of service
  • Specific reason for refund request
  • Any supporting evidence (screenshots, photos, etc.)
  • Your preferred refund method

Review Timeline​

  • We aim to review all refund requests within 3-5 business days
  • Complex cases may require additional time for investigation
  • You will be notified of the decision via email or in-app notification

Refund Methods and Timing​

Refund Methods​

Refunds will be processed to the original payment method used for the transaction:

  • Credit/debit card refunds: 5-10 business days to reflect in your account (depending on your bank)
  • Mobile wallet refunds: 1-3 business days
  • In-app credit refunds: Immediate

Alternative Refund Options​

In certain circumstances, we may offer:

  • CENO TRANSPORT account credit (with added value)
  • Vouchers for future trips
  • Direct bank transfer (in exceptional cases)

Disputes and Appeals​

If you disagree with a refund decision:

  1. Respond to the decision notification with additional information
  2. Request an appeal review within 5 days of receiving the decision
  3. Provide any new evidence that supports your case

Our customer support team will conduct a secondary review and aim to respond within 5 business days.

Contact Information​

For questions regarding refunds or assistance with the refund process:

CENO TRANSPORT LTD
Headquarters: 30 Park Avenue (Suite 5), Enugu State, Nigeria
Email: legal@ceno.ng
Phone: +234 707 239 4683
Support Hours: 24/7

Policy Changes​

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website or app. We encourage users to regularly review this policy for any changes.