Refunds and cancellations

When you pay

You see the fare before you confirm a booking. If you pay by card, your card is charged when you confirm the booking, before a driver is assigned.

If you pay by cash, you pay your driver at the end of the trip. Nothing is taken up front, so there is nothing to refund if the trip doesn’t go ahead.

This page covers trips you book in the Link app. It sits alongside our terms of use, which explain what a trip costs.

Cancelling a booking

You can cancel a booking from the app at any time before your trip starts: while we are still looking for a driver, or after a driver has accepted and is on the way.

There is no cancellation fee. If you paid by card, you are refunded in full.

A driver can also cancel. If your driver cancels, you are refunded in full.

When you get a full refund

You don’t need to contact us. We refund the full amount you paid, automatically, if:

• no driver accepts your booking;
• you cancel before your trip starts;
• your driver cancels;
• we can’t send your booking to a driver because of a problem on our side; or
• you paid but the ride was never requested — for example, because the app closed before the booking went through.

The app tells you when a refund has been started. Any promo code used on the booking is returned to you as well, so you can use it on your next one.

After your trip has started

Once your trip has started it can’t be cancelled for a refund.

If you think you were charged incorrectly, tell us through in-app support or at support@getlink.co.za. We will look at the trip record and, where we got it wrong, refund you.

How refunds are paid

Refunds go back to the card you paid with, through our payment processor, Paystack. We never ask for your card details to send a refund.

We start the refund as soon as we know the trip won’t go ahead. How long it takes to show on your statement depends on Paystack and your bank.

Your rights

Under section 42(2) of the Electronic Communications and Transactions Act, the seven-day cooling-off period does not apply to transport booked for a specific date.

That does not affect your right to a refund where something went wrong, or any of your rights under the Consumer Protection Act.

How to reach us