We want every MOBA member to feel fairly treated. This policy explains when we issue refunds and how to request one.
1. Pay per use services
If we accept and charge for a booking but fail to arrive within 90 minutes inside Lagos metro and you cancel before our responder reaches you, we issue a full refund of the service amount, less any third party fees already incurred (for example tow partner mobilisation).
If a service is started but cannot be completed due to a problem on our side (for example a responder lacks the right equipment), we charge only for the work actually performed and refund the balance.
2. Member callouts
Member callouts are not refundable in cash because they are included in the annual plan. If a member callout is wasted due to a documented failure on our side, we credit one additional callout back to your account.
3. Memberships
New members may cancel within 14 days of first purchase for a full refund, provided no callouts have been used. After 14 days or after the first callout is used, memberships are non refundable but you keep the remaining callouts and benefits until the plan expires.
4. Annual renewals
You may cancel auto renewal at any time before your renewal date. If a renewal charge processes after a timely cancellation due to our error, we refund the full renewal amount within seven business days.
5. How to request a refund
Email help@moba.ng with your booking reference, membership ID where relevant, a short description of the issue, and any photos or screenshots that help. We reply within two business days and aim to resolve every case within seven business days.
6. How refunds are paid
Approved refunds are returned to the original Paystack payment method. Bank reversal times depend on your bank and are typically 3 to 10 business days.
7. Exclusions
We do not refund for delays caused by traffic, weather, road closures, civil unrest, vehicle issues we could not reasonably foresee, or member supplied incorrect information about location or vehicle.
8. Disputes
If you disagree with a refund decision, you may escalate to our customer experience lead at help@moba.ng. Unresolved disputes may be referred to the Federal Competition and Consumer Protection Commission of Nigeria.
9. Changes
We may update this policy. Material changes will be communicated to active members at least 14 days in advance.