Haibo Africa (Pty) Ltd — Haibo Taxi Safety App & Website
Effective date: 21 October 2026
Version: 1.0
1. About this Policy
This Refund and Cancellation Policy (“Policy“) explains when and how you can cancel a transaction or request a refund when you use the Haibo Taxi Safety App, the website at haibo.africa, and all related services (the “Services“), operated by Haibo Africa (Pty) Ltd (“Haibo“, “we“, “us“, “our“), registration number 2019/305173/07, a company incorporated in the Republic of South Africa.
This Policy forms part of, and must be read together with, our Terms and Conditions and Privacy Policy. Capitalised terms not defined here have the meaning given to them in the Terms and Conditions.
This Policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act, 2008 (Act No. 68 of 2008) (“CPA“) and the Electronic Communications and Transactions Act, 2002 (Act No. 25 of 2002) (“ECTA“). Nothing in this Policy limits any right you have that cannot be limited under South African law.
2. Currency, payment methods and processors
- All amounts are charged and refunded in South African Rand (ZAR).
- We accept payment through our third-party payment processors, currently Payfast (operated by Payfast (Pty) Ltd, payfast.io) and Paystack. Card details are captured and processed by the payment processor on PCI-DSS-compliant infrastructure; Haibo does not store full card numbers.
- A successful payment may appear on your bank or card statement as “HAIBO AFRICA”.
- When you pay through a processor you also agree to that processor’s terms and privacy policy. A refund is returned through the same processor and, where possible, to the same payment method used for the original payment.
3. What you can pay for, and how refunds work for each
Haibo is a technology platform. Most of what you pay for is either a digital service that is delivered immediately (for example a completed ride or a peer-to-peer transfer) or stored value in the Haibo Pay wallet. The table below sets out the default position for each type of transaction. Section 4 sets out the situations in which we will always refund.
3.1 Haibo Pay wallet top-ups
| Situation | Outcome |
|---|---|
| You loaded funds and have not spent them | Refundable on request to the original payment method, less any non-refundable processor fee (see section 6). Alternatively, you may withdraw the balance to a verified South African bank account under our withdrawal policy. |
| Duplicate, accidental or unauthorised top-up | Full refund, including where a processing error charged you more than once. |
| Funds already spent on rides, deliveries, transfers or subscriptions | Governed by the rows below for that specific service, not by this row. |
3.2 Ride fares and route payments
A ride is a service that is consumed when the trip is completed. Once a ride has been taken, the fare is not refundable, except where section 4 applies (for example you were charged but the ride was never provided, a driver no-show, a double charge, or the amount charged materially exceeds the applicable fare).
Fare estimates shown in the app are indicative. You agree to pay the final fare calculated at the end of the trip. A difference between the estimate and the final fare is not, on its own, grounds for a refund.
3.3 Subscriptions and premium plans (for example fleet owner / association / premium commuter plans)
| Situation | Outcome |
|---|---|
| You cancel before the paid period begins | Full refund. |
| You cancel during a paid period | The plan remains active until the end of the current billing period; we do not provide pro-rata refunds for the unused part of a period, unless required by law or agreed in writing. |
| We materially fail to provide the subscribed features for a sustained period | Pro-rata credit or refund for the affected period. |
| Automatic renewal you did not intend | If you contact us within 7 days of the renewal charge and have not made material use of the renewed period, we will cancel and refund it. |
We will give you at least 14 days’ notice before a price change or renewal.
3.4 Senda / Haibo Hub orders (goods and delivery)
These transactions involve physical goods and/or a delivery service.
| Situation | Outcome |
|---|---|
| You cancel before a runner/driver accepts the order | Full refund. |
| You cancel after shopping or collection has started | Refund of the order value less the cost of goods already purchased and any delivery cost reasonably incurred. |
| Goods not delivered, delivered to the wrong person, or materially different from what was ordered | Full refund or replacement/redelivery, at your election. |
| Goods damaged or defective on delivery | Refund or replacement, in line with your rights under the CPA. Report within 48 hours with photos where possible. |
| Perishable goods you simply changed your mind about after delivery | Not refundable, in line with the CPA exception for perishable goods. |
3.5 Peer-to-peer (P2P) transfers and sponsorships
Money you send to another Haibo user, and sponsorships you fund, are treated as completed on send and are generally irreversible. You are solely responsible for sending funds to the correct recipient. We can only attempt to recover a transfer with the recipient’s consent; we cannot guarantee recovery. Where a transfer failed for a technical reason and the funds did not reach the recipient, we will refund you in full.
3.6 Driver / runner earnings
Earnings credited to a Haibo Pay wallet are paid out under our withdrawal policy and are not “refunds”. Where an earning was credited in error, we may reverse it and will tell you why.
3.7 City Explorer points, badges and referral rewards
Points, badges, in-app rewards and promotional credits have no cash value, are not transferable, and are not refundable or exchangeable for money.
4. When we will always refund
We will refund you in full (subject only to non-refundable processor fees where the fault is not ours) where:
- You were charged but the service was not provided (for example a ride you paid for that never happened, or a Senda order that was cancelled by us).
- You were charged more than once for the same transaction, or charged the wrong amount because of a system or processing error.
- A payment was made without your authorisation as a result of fraud or a security breach that was not caused by your failure to keep your credentials secure (report it immediately — see section 8).
- We are required to refund you by law, including under the CPA or ECTA.
5. Cooling-off (electronic transactions)
Under section 44 of ECTA, a consumer who concludes an electronic transaction for certain goods or services may cancel without reason and without penalty within 7 days. This right does not apply to, among others: services that have already begun to be performed with your consent (such as a ride you have taken or a subscription period you have started using); goods made to your specification; and perishable goods. Where the cooling-off right does apply, you may exercise it by contacting us as set out in section 7, and we will refund you within 30 days, less the direct cost of returning any goods.
6. Fees and deductions
- Payment processor fees. When a refund is caused by something that is not Haibo’s fault (for example you changed your mind about an unspent wallet top-up), the processing fee charged by Payfast or Paystack on the original payment may be non-refundable and may be deducted from the amount refunded. Where the refund is due to our error or a failure to provide the service, you are refunded in full with no deduction.
- Costs reasonably incurred. For Senda/Hub orders, we may deduct the verified cost of goods already bought on your behalf and delivery already performed.
- No other charges. We do not charge a separate “refund fee”.
7. How to request a refund or cancellation
Send your request to refunds@haibo.africa or through Help & Support in the app, with:
- your registered mobile number;
- the transaction reference or
HB-reference and the date; - the amount; and
- a short description of what went wrong (and photos, for goods).
Timeframes.
| Step | Timeframe |
|---|---|
| Submit a refund request | Within 30 days of the transaction (sooner is better; statutory rights are not affected by this window). |
| We acknowledge your request | Within 2 business days. |
| We decide and tell you the outcome | Within 10 business days of receiving everything we need. |
| Approved refund is sent to the processor | Within 5 business days of approval. |
| Funds reflect in your account | Then depends on your bank / card issuer — typically 3–10 business days for cards, sooner for wallet and EFT. |
If we decline a request, we will tell you why and what you can do next.
8. Unauthorised transactions and disputes
If you see a charge you did not make or recognise:
- Contact us first at refunds@haibo.africa so we can investigate and, where appropriate, refund you quickly.
- Change your password and review your account security.
- You retain the right to raise a dispute with your bank or card issuer. Please note that raising a chargeback for a transaction that was in fact valid and authorised is a breach of our Terms and Conditions and may result in suspension of your account and recovery of the amount plus the chargeback fee.
9. Refund method
- Card payments are refunded to the card used, via Payfast or Paystack.
- EFT / instant-EFT payments are refunded to the originating bank account or, at your option and where verified, to your Haibo Pay wallet.
- Where the original method can no longer receive a refund (for example an expired or cancelled card), we will refund to your Haibo Pay wallet or to a verified South African bank account you nominate, after identity checks.
- We do not refund in cash.
10. Changes to this Policy
We may update this Policy from time to time. Material changes will be posted in the app and on the website with an updated Effective Date, and will take effect no sooner than 14 days after posting. The version that applied on the date of your transaction governs that transaction.
11. Consumer protection and complaints
Nothing in this Policy limits your rights under the CPA or ECTA. If you are not satisfied with how we have handled a refund, you may refer the matter to:
- the National Consumer Commission; or
- the Consumer Goods and Services Ombud; or
- any other ombud or tribunal with jurisdiction.
12. Contact us
Haibo Africa (Pty) Ltd
Registration number: 2019/305173/07
VAT: not currently registered for VAT
Registered address: Stand 50419, Morgonson Street, Glen Cowie, Limpopo, 1061, South Africa
Refunds & billing: refunds@haibo.africa
General support: privacy@haibo.africa