Payments, Cancellations and Refunds

Effective draft: 16 October 2026

1. Available methods

Riders can select cash (pay driver) or Paystack card (when enabled). All displayed amounts are in South African rand (ZAR). On card rides, Lengobe uses a card preauthorization before contacting drivers, rather than immediately capturing the estimate.

2. Card holds and actual fares

The initial hold is the larger of 130% of the estimated fare or the estimate plus R30. Your bank may temporarily make that amount unavailable. At trip completion, Lengobe attempts to capture the final fare within the hold; any unused portion should be released by the payment provider. Processing times depend on your bank. If the final fare exceeds the hold, the payment needs manual review; the driver should not treat it as a successful collection.

3. Cancellation and disputed pickup

A rider can request cancellation while the ride is requested, accepted, after arrival or after it has been marked picked up. The system may distinguish ordinary cancellation from a false or disputed pickup. Fee calculation depends on the current trip state and the published in-app fee configuration; a false pickup should be reported promptly. A cancelled preauthorized payment should have its hold released; failed releases are flagged for reconciliation.

4. Refunds and corrections

Where a payment is captured incorrectly or a service dispute is upheld, request a review through the support contact below. Provide a trip reference and approximate date. Do not provide your card number or CVV. Any refund requiring Paystack processing is subject to provider confirmation. This release has an administrative payment-reconciliation path; automated refunds are not yet enabled and require support intervention.

5. Drivers and area managers

The standard model pays drivers 85% of the final fare and allocates 15% to the platform. An area manager may receive 20% of the platform share (3% of fare) where applicable. Bank-transfer payouts are subject to verified collected funds, valid beneficiaries, fees, tax treatment and reconciliation. Test transactions are not payouts owed to anyone.

6. Need help?

Contact the operator with the ride ID and payment reference. A card hold is not itself a settled charge. In disputes about a card transaction, your payment provider may also help.