Cancellation & Refund Policy
Last updated: 2026-10-15
We know travel plans can change, especially around a border crossing. This page explains how cancellations, changes and refunds are handled. Exact time windows and fees will be confirmed with you at the time of booking or cancellation.
1. How to cancel or change a booking
Contact us by phone or WhatsApp with your booking number as soon as you know your plans have changed. We will confirm whether your booking can be changed or cancelled free of charge, or whether a fee applies, based on how close you are to your travel time.
2. Cancellations before a driver is assigned
A booking that is cancelled before a driver has been confirmed is generally cancelled free of charge.
3. Cancellations after a driver is assigned
Once a driver has been confirmed for your trip, cancelling close to your travel time may involve a cancellation fee, since the driver has reserved that time for you. We will always tell you the applicable fee, if any, before confirming your cancellation.
4. No-shows
If a driver arrives at the agreed pickup point at the agreed time and the passenger cannot be reached or does not show up within a reasonable waiting period, the trip may be treated as completed for billing purposes and no refund will be due.
5. Refunds
Where a refund is due, it will be issued using the same payment method used for the booking, within a reasonable processing time. If payment was made directly to the driver, refund arrangements will be agreed with you directly.
6. Cancellations by Muabber
In the rare case that we are unable to fulfil a confirmed booking (for example, no driver becomes available), we will notify you as early as possible and offer a full refund of any amount already paid.