Refund Policy

Learn about our refund process and timelines

Last Updated: July 16, 2026

1. Refund Eligibility

You are eligible for a refund under the following conditions:

  • Valid cancellation made within the allowed timeframe
  • Bus operator cancels the trip
  • Bus is significantly delayed (over 2 hours)
  • Duplicate booking made in error
  • Technical error during booking process

2. Refund Process

Step 1: Request Submission

Submit your refund request through your account dashboard or by contacting customer support with your booking reference.

Step 2: Verification

Our team verifies your request and calculates the refund amount based on our policy.

Step 3: Approval

Once approved, the refund is processed to your original payment method.

Step 4: Confirmation

You will receive an email confirmation when the refund is initiated.

3. Refund Methods

Refunds are processed to the original payment method used for booking:

  • Card Payments: Refunded to the same card
  • Bank Transfer: Refunded to the same bank account
  • USSD/Mobile Money: Refunded to the same mobile wallet
  • Wallet Balance: Refunded to Makeigo wallet (instant)

4. Refund Timeframes

  • Makeigo Wallet: Instant
  • Card Payments: 5-7 business days
  • Bank Transfers: 3-5 business days
  • USSD/Mobile Money: 1-2 business days

Note: Actual timing may vary based on your bank or payment provider.

5. Partial Refunds

For bookings with multiple seats:

  • Partial refunds are processed for individual seat cancellations
  • Each seat follows the standard refund schedule
  • Remaining seats remain valid for travel
  • You will receive separate refunds for each canceled seat

6. Failed or Duplicate Payments

If you were charged multiple times or your payment failed:

  • Contact us immediately with transaction details
  • Duplicate charges will be refunded fully
  • Failed payments will be reversed automatically
  • Contact your bank if charges persist

7. Disputed Refunds

If you believe a refund was processed incorrectly:

  • Contact customer support within 14 days
  • Provide booking reference and transaction ID
  • Our team will investigate within 48 hours
  • Adjustments will be made if error is confirmed

8. Contact for Refunds

For refund-related inquiries:

Email: refunds@makeigo.com
Phone: +234 802 972 9769
WhatsApp: +234 802 972 9769
Refund Hotline Hours: Monday-Saturday, 8 AM - 8 PM