1. Purpose
This policy establishes clear rules for cancellations, refunds, and no-shows on the Bakkify platform. It ensures fairness for both drivers and customers, reduces disputes, and protects Bakkify’s financial stability.
2. Justification
- Fairness: Protects drivers’ time and effort, while ensuring customers aren’t unfairly charged.
- Financial Stability: Prevents unnecessary losses for Bakkify and drivers.
- Dispute Reduction: Clear rules minimize customer-driver disputes.
- Operational Efficiency: Encourages commitment to bookings, reducing wasted trips.
3. Scope
- All customers booking through the Bakkify App.
- All drivers accepting trips through the Bakkify App.
4. Policy Statements
4.1. Customer Cancellations
- Free Cancellation Window: Customers may cancel a booking within 5 minutes of confirmation without penalty.
- Late Cancellation: If a customer cancels after 5 minutes or once a driver is en route, a cancellation fee of 20% of the base fare applies.
- Driver Already Arrived: If the driver has arrived at the pickup location and the customer cancels, the full base fare will be charged.
4.2. Driver Cancellations
- Driver-Initiated Cancellations: Drivers should avoid cancellations unless unavoidable (e.g., vehicle breakdown, emergency).
- Frequent Cancellations: Drivers who cancel more than 3 bookings in a week without valid reason may be suspended or investigated.
4.3. No-Shows
- Customer No-Show: If a driver arrives and the customer is unavailable after a 10-minute wait, the trip is cancelled, and the customer is charged the base fare.
- Driver No-Show: If a driver accepts but fails to show up, the trip will be reassigned. Repeated no-shows may result in suspension or permanent removal.
4.4. Refunds
- Refunds are issued only for app malfunctions, driver misconduct (verified by Bakkify), or incorrect charges due to system errors.
- Refunds are processed back to the customer’s original payment method within 7–10 business days.
4.5. Non-Refundable Circumstances
- Damage to goods during transit (driver liability, not Bakkify).
- Customer errors in booking details (wrong address, information).
- Transport of prohibited or illegal items.
4.6. Trip Determination
- The driver has the authority to assess the load upon arrival and determine if an additional trip is required.
- If the customer’s goods exceed vehicle capacity, an additional payment may be required before the trip begins.
- Customers must provide accurate load details. Failure may result in additional charges or cancellation at the driver’s discretion.
5. Enforcement
- Customers and drivers must adhere to cancellation rules.
- Bakkify reserves the right to suspend accounts for repeated abuse of cancellation/refund processes.
6. Related Policies
- Bakkify Customer Policy
- Bakkify Terms of Use Policy
- Bakkify Driver Policy
7. Standards and Legal Reference
- Consumer Protection Act 68 of 2008 – Sections 55, 56, 61: govern fair refund, cancellation, and no-show policies.
- POPIA (Protection of Personal Information Act) 4 of 2013 – Sections 11-18: regulate secure handling of personal information for refunds and disputes.
- Electronic Communication and Transaction Act 25 of 2002 – Sections 11-13: validate electronic transactions and maintain lawful digital records.
8. Continuous Monitoring
The Owner of Bakkify is responsible for monitoring this policy to ensure compliance, fairness, and operational efficiency.
9. Contact Us
For any refund or cancellation queries, please contact us at info@bakkify.co.za.