Refund Policy

How refunds work, when you qualify, and how to request one

RouteX is committed to fair and transparent refund practices. This policy explains when refunds are available, how they are processed, and what to expect.

1. Refund Eligibility

Refunds are not available for completed trips, trips where the passenger was removed due to a conduct violation, or claims made more than 7 days after the trip date.

2. How to Request a Refund

Most refunds are automatic. You do not need to request one if you cancelled through the app or if RouteX cancelled your trip. If your refund has not arrived within the stated timeframe, email support@routexgo.co with:

• Subject: Refund Request — [Your Booking Reference]
• Your booking reference and trip date
• The amount paid and a brief description of the situation

We will acknowledge within 24 hours and resolve within 5 business days.

3. How Refunds Are Processed

All refunds are returned to the original payment method. Card refunds go to the same card used. Bank transfer refunds go to the originating account. Corporate account refunds go to the company account, not the individual employee. RouteX is not responsible for delays caused by financial institutions — banks typically take an additional 2–7 working days.

4. Non-Refundable Situations

• The trip was completed and the passenger boarded
• The passenger was a no-show without cancelling
• The refund request is made more than 7 days after the trip date
• The passenger was removed due to a conduct violation

5. Disputes

If you are unsatisfied with a refund decision, escalate by emailing support@routexgo.co with subject Refund Dispute. We will provide a final decision within 5 business days. Unresolved disputes are subject to arbitration under Nigerian law as set out in our Terms of Service.