Version 1.1 · Effective and last updated: 3 August 2026
This policy explains when GoFleet customers may cancel a booking or request a refund, how approved refunds are paid, and when a limited handling fee may apply. It applies to payments made through GoFleet, including payments processed by DPO Pay by Network.
1. Company and scope
This policy is issued by OMRI Investments Pty Limited, company registration BW00002294196, for the GoFleet platform. It applies to passengers, parcel senders, corporate account customers and any other person who pays through GoFleet. It covers ride and parcel bookings, passenger wallet top-ups and prepaid company-credit top-ups.
Cash paid directly to a driver is not processed by DPO Pay. GoFleet will assist with a valid cash complaint, but an approved cash refund must be reconciled manually with the relevant operator or driver.
2. Booking cancellations
2.1 Before a trip or delivery starts
A passenger or sender may cancel in the app before performance begins. GoFleet does not charge a completed-service fare for a booking cancelled before service begins. If a fare was captured or debited in error, it will be refunded in full with no handling fee after verification.
2.2 After a trip or delivery starts
Self-service cancellation is not available once performance has begun. Contact GoFleet Support immediately if there is a safety concern, material delay, vehicle breakdown, non-delivery or another serious service failure. GoFleet may approve a full or partial refund based on the portion of the service performed and the circumstances. No handling fee applies where GoFleet, the driver or operator is at fault.
2.3 Cancellation by a driver or operator
Where a driver or operator cancels before providing the service, no ride or delivery fare is due. Any amount already charged for that booking will be refunded in full with no handling fee.
3. When a refund may be approved
- A duplicate payment or duplicate wallet/company-credit top-up was processed.
- The amount or currency charged differs from the amount the customer approved.
- A payment was taken for a booking cancelled before the service began.
- The booked transport or parcel service was not provided or could not be completed.
- The service materially failed to meet the quality, safety, timing or description reasonably expected.
- A payment is shown to be unauthorised, subject to identity, security and fraud checks.
- A refund is required by applicable law or approved as a fair resolution of a complaint.
4. When a refund will not ordinarily be approved
- A ride or parcel delivery was completed as agreed and the request is only a change of mind.
- The customer accepted a negotiated fare and the service was completed at that fare.
- The claimed amount exceeds the amount paid or has already been refunded.
- The request relates to expired promotional, bonus, loyalty or referral credit not purchased with customer funds.
- There is credible evidence of fraud, abuse, collusion or a materially false claim.
These exclusions do not override mandatory consumer rights. A completed service may still qualify for a reasonable partial or full refund where it was not performed to the required standard.
5. Refund handling fee
5.1 Refunds with no handling fee
The handling fee is 0% for duplicate or incorrect charges, unauthorised payments, failed or unavailable services, deficient services, driver/operator cancellations, payment-system errors, or any refund or cancellation right protected by law. GoFleet absorbs any unrecovered processor fee in these cases.
5.2 Discretionary customer-requested refunds
Where GoFleet delivered correctly, the customer has no statutory refund right, and GoFleet nevertheless approves a discretionary refund, a handling fee of up to 5% of the approved refund amount may be deducted. The fee is capped at P50 and may never exceed GoFleet's actual, unrecoverable third-party payment-processing and reasonable administrative cost. If that actual cost is lower than 5%, the lower amount applies.
The fee will be shown to the customer before the refund is processed and itemised in the refund confirmation. It is not charged on promotional credit because promotional credit is not refundable cash.
5.3 Cancellation fees are separate
A booking cancellation fee may apply only where it was clearly disclosed before confirmation and is a fair estimate of costs caused by the cancellation, such as a driver's documented travel or waiting time. GoFleet will not charge both a cancellation fee and a refund handling fee for the same cost.
6. Wallet and company-credit balances
6.1 Failed or cancelled top-ups
A failed, declined, expired or customer-cancelled card payment is not credited. If money is nevertheless captured, GoFleet will verify the gateway record and initiate a reversal or refund without a handling fee.
6.2 Unused purchased balance
A verified customer may request the unused portion of a wallet or prepaid company-credit balance bought with real funds. Amounts spent, promotional credit and previously refunded amounts are excluded. GoFleet may require proof of payment, beneficiary verification and fraud, chargeback, sanctions or anti-money-laundering checks. The fee in section 5.2 may apply only to a discretionary cash-out and only within its stated limits.
6.3 Service refunds paid from an internal balance
An approved ride or delivery refund is first credited to the GoFleet wallet or company-credit account from which it was paid. If the account is being closed, or law requires return to the funding source, GoFleet will arrange an external refund after verification.
7. How to request a refund
Submit a request through GoFleet Support or email info@omri.co.bw as soon as reasonably possible. Service issues should ordinarily be reported within seven calendar days so that trip, GPS, chat, payment and delivery evidence remains available. A late report will still be considered where required by law or reasonably explained.
Please include:
- Your name, registered mobile number and email address, if available.
- The ride, parcel, top-up, company or payment reference.
- The transaction date, amount, currency and payment method.
- The reason for the request and the resolution sought.
- Relevant screenshots, receipts, messages or other supporting evidence.
8. Review and processing times
- Acknowledgement: normally within two business days.
- Assessment: normally within ten business days after all information is received.
- Approved refund instruction: normally initiated within five business days.
- Receipt: a further five to ten business days may be required by the bank, card scheme, mobile-money provider or payment processor.
Where applicable law sets a shorter or mandatory deadline, that deadline applies. Where Botswana law requires a refund within 30 days, GoFleet will comply.
9. Refund method, currency and disputes
Approved external refunds are returned to the original card or payment method wherever technically and legally possible. Refunds are based on the amount and currency recorded for the original transaction. Customers may contact their card issuer, bank, DPO Pay or a regulator at any time. A refund and a chargeback cannot both be paid for the same amount.
10. Consumer rights and governing law
For Botswana transactions, this policy must be read consistently with the Consumer Protection Act, 2018 and the Electronic Communications and Transactions Act, 2014. Nothing in this policy excludes, waives or limits a consumer right or supplier obligation that cannot lawfully be excluded. Mandatory law prevails over any inconsistent provision.
11. Complaints and escalation
If dissatisfied with an outcome, a customer may request an internal review and provide additional evidence. An unresolved complaint may be referred to the Competition and Consumer Authority, Botswana Communications Regulatory Authority, the customer's card issuer or another competent authority.
12. Relationship with other terms
This policy forms part of the OMRI and GoFleet Terms and Conditions and should be read with their payment, wallet, booking, cancellation and dispute provisions. If there is an inconsistency about refund handling, this policy prevails, subject to mandatory law.
13. Contact details
- Legal entity: OMRI Investments Pty Limited
- Company registration: BW00002294196
- Address: P.O. Box 502860, Kgale, Gaborone, Botswana
- Email: info@omri.co.bw
- Phone / WhatsApp: +267 728 80 786