Refund Policy

Joiin is a cost-sharing platform that helps verified professionals share commuting costs. These contributions are not payments for transport services — they’re voluntary reimbursements to cover fuel and vehicle-related expenses. Below is how refunds and reversals work on Joiin.

When Refunds or Reversals Apply 

Rider Cancels the Ride

Time of Cancellation

Refund

Driver Compensation

Within grace period (15 min minutes)

Full refund

None

Within 1 hours of departure

50% refund (excluding service fee)

50% compensation

More than 1 hour before departure

Full refund (excluding service fee)

None

Rider never arrives/extreme delay

Refund issued only if claim is submitted and approved

Driver may receive full contribution (unless rider’s claim is approved)

Note: Riders are expected to cancel in advance to avoid inconvenience. The grace period begins once a driver accepts the ride.If a rider doesn’t show up, the driver may receive full compensation unless the rider submits a valid claim within 1 hour after the scheduled time, which — if approved — overrides the payout.

Driver Cancels the Ride

  1. If a driver cancels a confirmed booking, the passenger will receive a full refund including the service fee.

  2. If the driver fails to show up and didn’t cancel via the app, the passenger may:

    1. Open a claim within 1 hour after the scheduled arrival time.

    2. Select the reason and explain why the ride didn’t happen.

    3. Submit the claim for review:

      1. The driver will have 7 days to confirm or dispute the claim.

      2. If the driver agrees → full refund (including service fee) to the passenger.

      3. If the driver disputes → Joiin will review both sides and decide based on this policy.

      4. Joiin may reach out via email if more info is needed.

Platform or Technical Errors

  • If there is a system or matching issue that prevents a ride from happening, you’ll receive a full reversal.

  • In the event of double charges or any validated payment errors, Joiin will investigate and refund accordingly.

2. When Refunds Are Not Typically Issued

Refunds will not be issued if:

  • The ride was completed successfully and the price matches the estimate

  • The contribution was already reimbursed to the driver.

  • A cancellation or no-show claim was not submitted within the allowed timeframe.

3. How to Request a Refund

You can request a refund or report a ride issue by following these steps:

  1. Go to “Your Trips”

  2. Select the trip

  3. Tap “Help” → choose “I had an issue with my fare” or “My driver didn’t arrive”

  4. Submit your reason and details

Our support team usually responds within 24–48 hours, and refunds are applied to your original payment method.

4. Important Notes

  • Joiin is not a transport provider and does not employ drivers.

  • All contributions are for cost-sharing only, in line with SARS reimbursement guidelines.

  • A Professional Driving Permit (PDP) is not required for participation.

  • Joiin reserves the right to review and update this policy as needed.