💳 inGo Payments & Refund Policy

Effective Date: 01/01/2026
This policy explains how payments work, accepted payment methods, and refund procedures for riders and couriers.

1. Accepted Payment Methods

• Cash – pay directly to the driver or courier upon completion
• Mobile Money:
  • EcoCash
  • OneMoney
• Other in-app supported payment methods (cards, wallets)

📌 Mobile money payments are processed via licensed providers in Zimbabwe in compliance with RBZ regulations.

2. Payment Timing

• Payments are collected upon completion of the ride or delivery, except where prepayment is required
• Ensure your mobile money account has sufficient funds for successful transactions
• inGo is not responsible for mobile money network failures or delays

3. Fare Transparency

• Trip or delivery fare is displayed before confirmation
• Fare may include:
  • Base fare
  • Distance and duration charges
  • Service fees
  • Taxes and levies
  • Surge pricing (high demand or peak hours)

4. Refund Policy

When Refunds May Apply

• App or payment errors
• Duplicate charges
• Overcharges or fare calculation errors

When Refunds Will Not Apply

• Completed trips or deliveries with no error
• Trips cancelled by the rider after a driver or courier is assigned (unless required by law)
• Trips involving prohibited items

Refund Process

• Refunds are issued to the same payment method used for the original transaction
• Mobile money refunds follow RBZ and provider regulations
• Processing time may vary depending on the provider (typically 1–7 business days)

5. Cancellation & No-Show Fees

• Cancellation fees may apply if you cancel after acceptance or fail to show up
• Couriers rejecting accepted deliveries may also incur fees
• Fees are displayed in-app before confirmation
• Repeated cancellations or no-shows may limit or suspend your account

6. Dispute Resolution

• Report payment or refund disputes via in-app Support within 7 days of the trip or delivery
• inGo investigates and responds with a resolution or adjustment
• If unresolved, users may escalate via mediation, arbitration, or Zimbabwean law

7. User Responsibility

• Ensure correct mobile number and account balance
• Review fare estimates before confirming trips or deliveries
• Cooperate with inGo investigations for refunds or disputes

8. Contact for Payment Issues

📧 Email: info@ingo.co.zw
📞 Phone: +263777205600
🏢 Kiggata Investment (Zimbabwe)