Cancelling a seat and getting a refund

1. The 8-hour rule

You can cancel a booking yourself from Ride details in the app.

• 8 or more hours before the scheduled departure: you receive a full refund of your fare contribution and the Comuta service fee.
• Less than 8 hours before departure: your seat is released so someone else can take it, and the booking is not refunded.

The cut-off is measured against the trip’s scheduled departure time, not the time you booked.

2. If the driver cancels

If a driver cancels a trip you have booked, you are refunded in full — fare and service fee — regardless of timing. Where we can, we will also help you find another seat on your route.

3. If seats sell out during payment

Occasionally the last seats are taken while your payment is still going through. If that happens, your payment is refunded in full automatically and no seat is charged for.

4. How refunds are paid

Refunds are issued back to the original payment method through Paystack, our payment processor. Once we start a refund it moves from pending to processing to processed, and you can follow its status in the app. The time it takes to appear in your account depends on your bank — usually a few business days.

5. No-shows and missed trips

A seat you do not cancel and do not use is treated as a late cancellation and is not refunded, because the seat was held for you. If something went wrong on the trip itself, raise it through the app so our team can look into it.

6. Problems and disputes

If you think a refund is wrong or has not arrived, contact support@comuta.com.ng with your trip or booking reference and we will investigate. This policy does not remove any refund rights you may have under Nigerian consumer law.