Refund Policy

Last updated: August 2026

This policy explains when and how Jenga Ride refunds payments for rides and parcel deliveries.

1. Cancellations

Before a driver accepts — cancelling is free and nothing is charged.
After a driver accepts — a cancellation fee may apply where the driver has already travelled to your pickup point. Any remainder of a pre-paid fare is returned to your wallet.
Driver cancellations — if your driver cancels, you are never charged; any pre-payment is refunded in full.

2. Overcharges and Failed Trips

If you were charged more than the fare shown at booking, charged for a trip that never happened, or a payment was deducted twice, report it from the trip's page in the app or through the Help Center. Verified overcharges are refunded in full.

3. Wallet Top-ups

Wallet top-ups (M-Pesa or card) that are deducted but never reflected in your balance are reversed once confirmed with the payment provider.

4. How Refunds Are Paid

Refunds are credited to your Jenga Ride wallet immediately once approved. Refunds back to M-Pesa or a card are processed within 7 business days, depending on the provider.

5. How to Request a Refund

Open the trip in the app and use Report an issue, or contact support@dukaribu.com with the trip number. Requests should be made within 30 days of the trip.