Cancellation & refund policy
Clear rules, the same for everyone, applied automatically by the app.
Last updated:
Up to 60 minutes before departure
Cancel your paid booking from the booking screen. The trip fare is refunded to the mobile money number that paid. The booking fee is not refunded.
In the last 60 minutes
Cancellation is closed, because the seat is being held for you. If you do not board, you are marked absent and the fare is not refunded.
Unpaid bookings
A booking that has not been paid can be cancelled at any time. There is nothing to refund.
Waiting at the hub
The driver waits about 5 minutes at each hub before marking a passenger absent. Be at your hub on time and keep your phone on.
If you did not travel
If you were marked on board but did not travel, file a dispute from the booking within the review window shown in your notification. The driver’s payout is frozen while support reviews. If your dispute is upheld, your booking is corrected and, where decided, your fare is refunded.
Exceptional cases
In exceptional circumstances, support may issue a refund outside these rules. Each such refund is recorded with its reason.
Refund timing
Refunds are sent through your mobile money operator. The app shows each refund’s status on the booking. If a refund needs attention, contact support with your booking reference.
This page summarises how We Go works today. If anything here differs from what the app shows at the moment you book, the app is correct for that booking.
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