Refund & Cancellation Policy

Last updated: 2026-05-17

1. Wallet top-ups

Wallet top-ups are non-refundable as a general rule because the funds remain available to you inside Truckie until you use them. If a top-up debited your card but did not credit your Truckie wallet within 15 minutes, contact support@truckie.eazitech.com.ng with the Paystack reference and we will reconcile within 2 business days.

2. Trip cancellations by the shipper

• Before a driver is assigned: the full trip amount is returned to your wallet automatically.
• After assignment but before pickup: a 5% platform fee is retained; the remainder is returned to your wallet.
• After pickup: cancellations require admin review. If the cancellation is due to shipper-side reasons the trip is non-refundable; if due to driver default, the full amount is returned.

3. Failed or undelivered trips

If a trip does not complete successfully, open a dispute from the trip detail screen within 7 days of the scheduled delivery date. Our operations team will investigate, review proof-of-delivery, and either release funds to the driver or refund the shipper.

4. Driver payouts

Payouts to drivers are made after delivery and any dispute window. Reversed or rejected payouts are credited back to the company wallet.

5. Chargebacks

Chargebacks raised against Paystack will be investigated jointly. Accounts found to be committing payment fraud may be suspended and reported to regulators.

6. Contact

For refund questions, email support@truckie.eazitech.com.ng with your trip ID and Paystack reference.