How a fare is worked out
Every fare is a base amount, plus a rate per kilometre, plus a rate per minute, and it never falls below a minimum fare for that vehicle type. Rates can be higher at busy times. That is why the estimate you saw before booking is described as an estimate: if the route changes, if you add a stop, or if the driver waits for you, the final amount moves with it. The receipt in the app breaks the trip into those parts, so you can see which one is bigger than you expected.
If a fare looks wrong
Raise it within 24 hours of the trip through Help in the app, and pick the trip in question so we get the record with your message. Tell us what you expected and what you were charged. We look at the trip's own data — distance travelled, time taken, stops, waiting — and reply with what we find. If the charge was wrong we put it right, and support will confirm exactly how.
Cancellation fees
Cancelling before a driver has been assigned is always free. Once a driver has accepted and is on the way, a cancellation fee may apply, because the driver has already spent fuel and time coming to you. The app shows you the amount before you confirm the cancellation — you will never find out about it afterwards.
No-show fees
If the driver reaches the pickup point, cannot find you and cannot reach you by call or message, the trip may be recorded as a no-show and a fee may apply. If you were there and something else went wrong — the pin was in the wrong place, the driver did not wait, the call did not come through — tell us within 24 hours and we will look at the trip record.
What we cannot refund
Cash you handed directly to a driver is between you and the driver at the time; we can look at the trip and mediate, but we did not take the money. A Sura wallet balance is not refunded when you delete your account, so spend or withdraw it first — the app warns you before it lets you continue. Mobile money is not live yet, so no trip has ever been charged to one.