Policies

1. INTRODUCTION

This Cancellation and Refund Policy ("Policy") forms part of the Nova Rides Terms of Service ("Terms") and applies to all vehicle bookings made through the Nova Rides website or mobile application ("Platform").

This Policy sets out the circumstances in which a Guest may cancel a Booking and receive a refund, as well as the consequences of cancellations by Hosts or Nova Rides.

The cancellation and refund rights under this Policy are subject to applicable laws and regulations in Nigeria. Nothing in this Policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded or restricted.

In this Policy:

"Booking amount" means the total amount paid for a Booking, comprising the Rental Charge, the Service Fee, Insurance Fee and applicable taxes, but excluding any security deposit.

"Rental Charge" means the amount charged for use of the Vehicle for the Booking period, excluding the Service Fee and taxes.

"Service Fee" means the fee charged by Nova Rides for use of the Platform.

"User" means a Guest or a Host.

Capitalised terms not defined in this Policy have the meanings given in the Terms.

2. GUEST CANCELLATION

A Guest may cancel a confirmed Booking through the Platform at any time before the scheduled commencement of the Booking. The amount refundable to the Guest will depend on when the cancellation is made, as set out below.

2.1. Cancellation 48 Hours or More Before the Booking

Where a Guest cancels a Booking at least forty-eight (48) hours before the scheduled commencement of the Booking, the Guest will receive a full refund of the Booking amount, including the Insurance Fee and Service Fee, subject to any amount that is expressly stated to be non-refundable before the Booking is confirmed and applicable law.

2.2. Cancellation 24 Hours or More but Less Than 48 Hours Before the Booking

Where a Guest cancels a Booking at least twenty-four (24) hours but less than forty-eight (48) hours before the scheduled commencement of the Booking, the Guest will receive a refund of seventy-five percent (75%) of the Rental Charge and the Insurance Fee. The remaining twenty-five per cent (25%) of the Rental Charge may be retained as a cancellation charge, which will not exceed the Rental Charge for one (1) day of the Booking. The Service Fee is not refundable in this case.

2.3. Cancellation 12 Hours or More but Less Than 24 Hours Before the Booking

Where a Guest cancels a Booking at least twelve (12) hours but less than twenty-four (24) hours before the scheduled commencement of the Booking, the Guest will receive a refund of fifty percent (50%) of the Rental Charge and Insurance Fee. The remaining fifty percent (50%) of the Rental Charge may be retained as a cancellation charge, which will not exceed the Rental Charge for two (2) days of the Booking. The Service Fee is not refundable in this case.

2.4. Cancellation Less Than 12 Hours Before the Booking

Where a Guest cancels a Booking less than twelve (12) hours before the scheduled commencement of the Booking, but before the Booking commences, the Guest will receive a refund of twenty-five percent (25%) of the Rental Charge and Insurance Fee.

The remaining seventy-five percent (75%) of the Rental Charge may be retained as a cancellation charge to compensate for the Host's reasonable loss of the Booking opportunity and the limited opportunity to re-book the Vehicle. The amount retained will not exceed the Rental Charge for three (3) days of the Booking, and the Service Fee is not refundable in this case. Cancellation charges under this Policy are intended as a reasonable estimate of the Host's loss and are not a penalty.

2.5. Cancellation After the Booking Has Commenced

Once a Booking has commenced, a Guest who voluntarily cancels or ends the Booking early will not be entitled to a refund for the unused portion of the Booking. Where the Guest gives at least twenty-four (24) hours' notice of early return through the Platform, each complete twenty-four (24) hour period of the Booking remaining after the end of that notice period will be refunded at fifty percent (50%) of the daily Rental Charge.

This does not affect any refund or other remedy that may apply where the cancellation or early return is caused by a material issue with the Vehicle, the Host's failure to provide the agreed service, or any other circumstance for which a refund is required under this Policy or applicable law.

2.6. No-Show

Where a Guest fails to appear for a Booking and does not cancel the Booking before its scheduled commencement, the Booking will be treated as a no-show. A Guest will be treated as having failed to appear where the Guest has not collected or accepted the Vehicle within one (1) hour after the scheduled commencement of the Booking and has not responded to reasonable attempts by the Host or Nova Rides to make contact through the Platform or by telephone.

A no-show will be treated as a cancellation made less than twelve (12) hours before the Booking, and the refund (if any) will be calculated on that basis, including the cap on the cancellation charge. The Host may then cancel the Booking and relist the Vehicle.

Where a Guest is unable to honour a Booking because of circumstances beyond the Guest's reasonable control, the Guest should notify Nova Rides as soon as reasonably practicable. Nova Rides may consider the circumstances and any remedy available under this Policy or applicable law.

3. HOST CANCELLATION

Hosts are expected to honour confirmed Bookings and should not cancel a Booking except where reasonably necessary. Where a Host cancels a confirmed Booking before the Booking commences:

1. the Guest will receive a full refund of the Booking amount, including the Service Fee, which will be refunded upon a request from the Guest; and
2. where reasonably practicable, Nova Rides may assist the Guest in securing an alternative Vehicle.

A Host must not ask or encourage a Guest to cancel a Booking where the cancellation is required because the Host is unable or unwilling to provide the Vehicle.

Where a Host repeatedly cancels confirmed Bookings, particularly at short notice, Nova Rides may take appropriate action under the Terms, including but not limited to cancellation charges, adjustment of Host earnings, removal of a Vehicle listing, suspension or termination of the Host's account.

4. NOVA RIDES CANCELLATION

Nova Rides may cancel a Booking where reasonably necessary, including where:

1. the Vehicle is unavailable or cannot lawfully or safely be provided for the Booking;
2. the Host or Vehicle fails to satisfy applicable onboarding, verification, documentation, insurance, safety or other requirements;
3. the Guest or Host fails to satisfy applicable verification or payment requirements;
4. payment for the Booking is unsuccessful, reversed, disputed or reasonably suspected to be unauthorised or fraudulent;
5. Nova Rides reasonably suspects fraud, unlawful activity, misuse of the Platform or a material breach of the Terms; or
6. cancellation is necessary to comply with applicable law or to address a material safety, security or regulatory concern.

Where Nova Rides cancels a Booking for a reason not attributable to the Guest, the Guest will receive a full refund of the Booking amount, including the Service Fee, for the affected Booking.

Where reasonably practicable, Nova Rides may also assist the Guest in securing an alternative Vehicle.

5. VEHICLE UNAVAILABLE OR MATERIALLY DIFFERENT FROM LISTING

Where a Host is unable to provide the Vehicle for a confirmed Booking, the Guest shall notify Nova Rides as soon as reasonably practicable. Where the Vehicle provided:

1. is materially different from the Vehicle described in the listing;
2. is materially unsafe or unroadworthy;
3. is not in a condition reasonably suitable for the Booking; or
4. does not materially correspond with the information provided to the Guest before the Booking,

the Guest shall notify Nova Rides promptly and, where possible, before taking possession of the Vehicle.

Depending on the circumstances, Nova Rides may:

1. arrange an alternative Vehicle;
2. allow the Guest to cancel the Booking and request a full refund; or
3. provide a partial refund of the Rental Charge proportionate to the difference in value, condition or suitability, or another remedy agreed with the Guest, where the Guest elects to continue with the Booking.

Where a Guest accepts and uses a materially different Vehicle after becoming aware of the difference, the Guest's refund entitlement may be adjusted having regard to the circumstances.

6. FAILURE TO HAND OVER THE VEHICLE

Where a Host fails to make the Vehicle available at the agreed time and place, and the Vehicle has not been made available within one (1) hour after the scheduled commencement of the Booking without contact from the Host, the Guest may treat the Booking as cancelled by the Host and will receive a full refund of the Booking amount, including the Service Fee, in accordance with the section of this Policy dealing with Host cancellation. The Guest shall notify Nova Rides through the Platform as soon as reasonably practicable.

7. LATE ARRIVALS AND DELAYED HANDOVERS

7.1. Where a Guest arrives late to collect the Vehicle, the scheduled end of the Booking does not change. The Guest may use the Vehicle only for the time remaining until the scheduled end of the Booking, and no refund, credit or price adjustment will be due for the time lost because of the Guest's late arrival. For example, where a Guest books a Vehicle for three (3) hours and arrives one (1) hour late, the Guest will have the Vehicle for the remaining two (2) hours.

7.2. Where a Host is late in making the Vehicle available, the delay will not be counted against the Guest. The Booking will start when the Vehicle is actually made available to the Guest and will run for the full period booked, and the scheduled end of the Booking will be extended by the length of the Host's delay. For example, where a Guest books a Vehicle for two (2) hours and the Host makes the Vehicle available one (1) hour late, the Guest will have the Vehicle for the full two (2) hours from the time it is made available.

7.3. Where the Vehicle has not been made available within one (1) hour after the scheduled commencement of the Booking, the Guest may either proceed with the Booking as set out in 7.2 above or treat the Booking as cancelled by the Host in accordance with the section of this Policy dealing with failure to hand over the Vehicle. A Guest who chooses to wait does not lose the right to a full refund if the Host ultimately fails to make the Vehicle available.

7.4. Where a Host's delay affects a later Booking of the same Vehicle, the Host remains responsible for managing the effect on that later Booking. The Guest affected by the Host's delay will not be charged any additional amount, and the Guest's Booking period will not be shortened, because of that delay.

7.5. Nothing in this section affects the section of this Policy dealing with No-Show. A Guest who has not collected the Vehicle within one (1) hour after the scheduled commencement of the Booking and cannot be contacted will be treated as a no-show.

7.6. Guests and Hosts should notify each other through the Platform, and where possible Nova Rides, as soon as they become aware that they will be late. In determining the time of a Guest's arrival or of the Vehicle being made available, Nova Rides may rely on Platform records, including time-stamped messages and check-in or handover confirmations, and any other relevant evidence.

A User who disagrees with a determination made under this section may submit a complaint in accordance with the section of this Policy dealing with Complaints and Escalation.

(Please note: The examples used in this section 7 are illustrative only. They do not limit or extend the rules set out in this section).

8. VEHICLE SAFETY ISSUES

A Guest shall not be required to commence or continue a Booking where there is a genuine and material concern regarding the safety or roadworthiness of the Vehicle.

Where a Guest reasonably believes that a Vehicle is unsafe or unroadworthy, the Guest should immediately notify Nova Rides and provide photographs, videos or other information supporting the concern.

Where Nova Rides, acting reasonably and within two (2) business days of receiving the Guest's report, determines that the Vehicle cannot reasonably be used for the Booking due to a material safety or roadworthiness issue attributable to the Host or Vehicle, the Guest will be entitled to:

1. a full refund of the Booking amount, including the Service Fee, where the Booking has not commenced; or
2. a pro rata refund of the Rental Charge for the unused portion of the Booking where the Booking has commenced.

9. EARLY RETURN OF VEHICLE

A Guest who voluntarily returns a Vehicle before the scheduled end of the Booking will not automatically be entitled to a refund for the unused period.

Where, however, the Guest ends the Booking early because of a material problem with the Vehicle, a safety concern, or a material failure by the Host to provide the agreed service, Nova Rides will refund the Rental Charge for the unused portion of the Booking on a pro rata basis where the problem is attributable to the Host or the Vehicle, and may provide such other refund as is appropriate in the circumstances and permitted by applicable law in any other case.

10. EXCEPTIONAL CIRCUMSTANCES

Nova Rides may consider a request for a full or partial refund where a Guest is unable to proceed with a Booking because of exceptional circumstances beyond the Guest's reasonable control.

This may include circumstances such as:

1. serious medical emergencies;
2. death or hospitalisation of the Guest;
3. a serious accident or other emergency directly affecting the Guest's ability to honour the Booking; or
4. other circumstances that Nova Rides reasonably determines warrant an exception.

Nova Rides may request reasonable supporting documentation before approving a refund under this section. Nova Rides will decide the request within five (5) business days of receiving the supporting documentation and will give reasons where the request is declined. Documentation provided will be used only to assess the request and will be handled in accordance with the Nova Rides Privacy Policy.

11. EVENTS BEYOND REASONABLE CONTROL

Where a Booking cannot be started or continued because of an event beyond the reasonable control of the Guest, the Host and Nova Rides, such as flooding, civil disturbance, industrial action, or a government order or restriction affecting road travel, either the Guest or the Host may cancel the affected Booking, or the affected part of it, through the Platform. The Guest will receive a full refund of the Booking amount (or, where the Booking has commenced, a pro rata refund of the Rental Charge for the unused period), and no cancellation charge or Host penalty will apply. The Service Fee will be refunded in proportion to the amount refunded.

12. REFUND PROCESS

Where a refund is due under this Policy:

1. The refund will generally be made to the original payment method used for the Booking.
2. Nova Rides will initiate the refund within five (5) business days after the applicable cancellation has been confirmed and upon the Guest's request.
3. The refund is due under the cancellation tiers or following a cancellation by a Host or by Nova Rides, and within five (5) business days after the refund has been approved
4. The refund depends on an assessment under this Policy (which Nova Rides will complete within ten (10) business days of receiving the request and any supporting information)

The time required for the refunded amount to reach the Guest's account may depend on the Guest's bank, card issuer, payment processor or other payment service provider; and

Nova Rides will not be responsible for delays caused solely by the Guest's bank, card issuer, payment processor or other third-party payment service provider.

13. SECURITY DEPOSIT

Where a security deposit is required for a Booking, the deposit will be handled in accordance with the Terms and any applicable Booking-specific terms.

Subject to any lawful deductions, the security deposit will be released or refunded following completion of the Booking and the conclusion of any necessary inspection or investigation. Nova Rides will release or refund the security deposit within three (3) days after the Vehicle is returned, unless a claim or investigation is pending, in which case Nova Rides will notify the Guest of the claim and the amount withheld, and will release the balance promptly on its conclusion.

Nova Rides may make deductions from a security deposit only where permitted under the Terms, this Policy and applicable law.

14. PAYMENT PROCESSING AND OTHER CHARGES

Where a Booking is cancelled, the refund will be calculated in accordance with the applicable cancellation terms displayed to the Guest before the Booking is confirmed.

Any cancellation charge or amount retained by Nova Rides or the Host will be clearly disclosed to the Guest before the Booking is completed.

The Service Fee is refundable in full (or, where the Booking has commenced, in proportion to the unused period) where:

1. the Guest cancels forty-eight (48) hours or more before the Booking,
2. the Booking is cancelled by the Host or by Nova Rides,
3. the Booking is cancelled or ended early under the sections of this Policy dealing with failure to hand over the Vehicle, Vehicle problems, Vehicle safety issues or events beyond reasonable control.

In all other cases the Service Fee is non-refundable, and this will be shown to the Guest at checkout. Taxes are refunded in proportion to the amount refunded.

Where a third-party payment provider imposes a charge that cannot lawfully or reasonably be recovered by Nova Rides, Nova Rides will disclose the treatment of that charge before or at the time of payment.

No charge will be retained where retention would be inconsistent with applicable law.

15. DISPUTED TRANSACTIONS

A cancellation or refund request does not prevent Nova Rides from investigating suspected fraud, unauthorised transactions, payment reversals, misuse of the Platform or breaches of the Terms.

Where a payment is disputed, reversed or charged back, Nova Rides may take reasonable steps to verify the transaction and determine the amount, if any, properly payable to or recoverable from the Guest or Host.

16. HOW TO REQUEST A REFUND

A Guest may submit a refund request through the Platform or by contacting Nova Rides through the customer support channel made available on the Platform.

The Guest should provide the Booking reference and any information reasonably required to assess the request.

Nova Rides may request reasonable supporting information or documentation where necessary to determine the Guest's entitlement.

17. COMPLAINTS AND ESCALATION

A Guest or Host who is dissatisfied with a decision made under this Policy may submit a complaint through the Platform or the customer support channel. Nova Rides will acknowledge the complaint within two (2) business days and will aim to resolve it within ten (10) business days. Nothing in this Policy affects a User's right to approach the Federal Competition and Consumer Protection Commission, any other competent regulator, or a court.

18. APPLICABLE CANCELLATION TERMS

The cancellation and refund terms applicable to a Booking will be displayed to the Guest before the Booking is confirmed.

Where the cancellation terms displayed for a particular Booking differ from the general terms in this Policy, the Booking-specific terms will apply to that Booking, provided that such terms are lawful and were properly disclosed to the Guest before the Booking was confirmed. Booking-specific terms shall not provide a lesser refund than this Policy provides in the cases of cancellation by a Host or by Nova Rides, failure to hand over the Vehicle, Vehicle problems and safety issues, and events beyond reasonable control.

Nothing in any Booking-specific cancellation term shall operate to exclude or restrict a statutory right or remedy that cannot lawfully be excluded or restricted.

19. AMENDMENTS TO THIS POLICY

Nova Rides may amend this Policy from time to time.

Any amendment will not affect a Booking that has already been confirmed unless the amendment is required by applicable law or otherwise agreed with the affected User.

The current version of this Policy will be made available through the Platform. Nova Rides will notify Users of material amendments by email or in-app notice at least fourteen (14) days before they take effect, except where a shorter period is required by law or necessary to address a legal or safety requirement.

20. GOVERNING LAW

This Policy shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Where any provision of this Policy is inconsistent with a mandatory provision of applicable law, the mandatory provision shall prevail to the extent of the inconsistency, and the remaining provisions of this Policy shall continue in effect.

21. CONTACT US

If you have any questions or concerns regarding this Cancellation and Refund Policy, you may contact us via email on: support@novarides.ng