Return Policy
Last updated: October 2026
Overview
Go Way trips are on-demand services, not physical goods, so there is nothing to return. Instead, this policy explains how Go Way handles cancellations, refunds and fare adjustments for riders and drivers. It forms part of our Terms & Conditions. Go Way reviews every request and decides whether a refund or adjustment is due.
How refunds are paid
Riders currently pay in cash or with their Go Way wallet balance. Approved refunds and adjustments are credited to your Go Way wallet, where you can use them on future trips. Once card payments are available, refunds for card-paid trips will go back to the original card. Bank processing times usually range from 3 to 10 business days.
Cancellations before pickup
You can cancel a trip in the app before the driver arrives, and you will be asked to choose a reason. Cancelling is free unless the app shows a cancellation fee before you confirm. If you cancel often or at the last minute, Go Way may place temporary limits on your account.
If the driver cancels or does not show up
If your driver cancels, or does not arrive after accepting your trip, you will not be charged for that trip and you can request a new one right away. Go Way may take action against drivers who cancel frequently or do not show up.
After the trip starts
Once a trip has started, it is generally not eligible for a full refund. Go Way may approve a partial adjustment if the trip could not be completed because of a verified service issue, such as a different vehicle from the one shown in the app, an unsafe situation, or a driver ending the trip early.
Cash trips
On cash trips, you pay the driver directly and the driver records the amount received in the app. If a driver charged you more than the agreed fare, report it through support. If Go Way confirms the overcharge, we will credit the difference to your Go Way wallet and may recover that amount from the driver’s balance.
Fare disputes
If you believe you were charged incorrectly, contact support within 7 days of the trip. Go Way will review the agreed fare, the trip route and status, chats, any trip recording, and the payment records before deciding. Go Way’s decision is final for the purposes of the platform. It does not affect any legal rights you have.
Coupons and promotions
Coupon discounts are not refunded as cash. If a trip that used a coupon is cancelled through no fault of yours, Go Way may restore the coupon at its discretion.
When refunds are not given
Refunds are not usually given for completed trips that were delivered as agreed, when the rider does not show up, when the rider cancels after the driver has waited a reasonable time at pickup, or when the issue was caused by a wrong pickup point or destination entered by the rider.
Drivers: earnings and commission
If you believe your earnings or Go Way commission for a trip were calculated incorrectly, contact support within 7 days of the trip. After review, Go Way may correct your earnings, reverse the commission, or deduct from your balance any amount refunded to a rider because of your fault.
How to request a refund
In the Go Way app, open your trip history, select the trip and contact support from the trip. You can also email info@gowayapps.com with your registered phone number, the trip date and time, and a short description of the issue.
Contact us
For cancellation, refund or fare questions, contact us at info@gowayapps.com or +201037812088.