Cancellation, Refund & Dispute Policy

Nsoom Cargo provides and facilitates various transportation-related services through its platform. Taxi services are operated directly by Nsoom Cargo. Vehicle rentals and independent driver-hire services are offered by third-party vehicle owners and drivers who operate independently and negotiate directly with customers. This policy explains how cancellations, refunds, and disputes are handled for each service.

Customer Cancellations

Customers may cancel a taxi booking free of charge before a driver has been dispatched. Once a driver has been dispatched or has arrived at the pickup location, a cancellation fee may apply.

Refunds

Refunds may be granted in the following circumstances:

• ·Duplicate payments.
• ·Billing or system errors.
• ·Taxi services cancelled by Nsoom Cargo.
• ·Failure to provide the booked service due to reasons within Nsoom Cargo's control.

Refunds are generally not available for:

• ·Completed trips.
• ·Customer no-shows.
• ·Delays caused by traffic, weather conditions, road closures, or circumstances beyond our reasonable control.

Driver waiting time & passenger-fault cancellations

Once your driver arrives at the pickup, they wait up to 5 minutes free of charge. If you are not ready within that time, the driver may mark you as a no-show after 5 minutes and cancel the ride. In that case you are charged for the driver's pickup distance and the waiting time (paid waiting). For card payments the amount is charged automatically; for cash or mobile pay it is recorded as a debt to settle later. If you believe a no-show charge was applied in error, contact support.

You may extend the driver's paid waiting time once per ride, doubling the window to 10 minutes, using the "Extend waiting time" button on your ride tracker after the driver arrives. After a renewal the driver is paid for up to 10 minutes of waiting if you still do not show.

If an undeclared pet is present at pickup, the driver may cancel on the same terms (pickup distance + paid waiting charged to you). Please declare pets when booking to avoid this charge.

Vehicle owners and independent drivers listed on the platform operate their businesses independently. Customers and service providers are responsible for negotiating: pricing, payment methods, service terms, cancellation conditions, and refund arrangements. Nsoom Cargo is not a party to these agreements unless payment is processed through the platform.

Where payment is made directly to a vehicle owner or independent driver: Nsoom Cargo is not responsible for collecting, holding, or refunding those funds. Refund requests must be addressed directly to the service provider who received the payment.

Where a vehicle owner or independent driver elects to receive payment through Nsoom Cargo: refund requests may be submitted through the platform. Decisions regarding refunds will take into account the terms agreed between the customer and the service provider. Nsoom Cargo may facilitate dispute resolution but reserves the right to make final decisions regarding platform-processed payments.

Nsoom Cargo may assist users in resolving disputes relating to bookings made through the platform. However, for agreements entered directly between customers and independent service providers, Nsoom Cargo's role is limited to facilitation and communication.

Except for taxi services operated directly by Nsoom Cargo, the Company is not responsible for: the conduct of independent vehicle owners or drivers, service quality provided by third parties, pricing disputes, cancellations by independent service providers, or payments made outside the platform. Nothing in this policy excludes liability that cannot be excluded under applicable law.

If you have questions regarding cancellations, refunds, or disputes, please contact us: