Eligible Refund Situations
Refunds may be considered in the following cases:
- Driver No-Show: If a passenger is charged but the driver never arrived at the pickup location and no ride occurred.
- Ride Cancelled by Driver: If a driver cancels after a passenger has been charged, and the passenger does not complete the trip with another driver.
- Overcharges or Incorrect Fares: If the system miscalculates the fare, or if the passenger is double-charged due to a technical error.
- Service Failure or Unsafe Experience: In cases where a ride is terminated early or compromised due to a verified safety concern or service issue.
Non-Refundable Situations
Refunds will not be issued in the following cases:
- Cancellation fees incurred due to late passenger cancellations or no-shows
- Fares for completed trips with no reported issues
- Tips or voluntary bonuses paid to drivers
- Time delays caused by traffic, roadblocks, or weather
- Minor service complaints not affecting fare or safety
Refund Request Process
To request a refund, please follow these steps:
Send an email to support@cassride.com or use the “contact us” section in the app/website.
Include the following:
Your full name and phone number
Date and time of the ride
Reason for refund request
Any supporting screenshots or receipts
We recommend submitting your request within 24 hours of the trip.
Review and Response Time
We aim to review all refund requests within 3 business days.
Approved refunds will be processed within 7 business days, depending on your payment method (mobile money, bank card, or wallet credit).
Refund Method
Approved refunds may be issued via:
Mobile money (to your registered number)
Card reversal (if paid by bank card)
Credit to your CassRide wallet (optional)
Contact Us
For questions or concerns regarding refunds, please contact:
CassRide Mobility LTD
📍 Rock Library Building, Behind Winneba Lorry Station, Winneba Roundabout, Winneba.
📞 020 219 0429
📧 support@cassride.com