This page contains information that DeyGo must complete before publication.
What this page covers
The website sells nothing. This page summarises the cancellation and refund rules for payments made in the DeyGo app: rides, bookings, Airport Express, the Nsimalen Line, deliveries and Marketplace purchases. Detailed terms are shown in the app before each confirmation.
How payment works
- Regular ride: you pay at the end of the ride. With the Wallet, you get a notification to confirm the payment, then the money is transferred to the driver. In cash, you pay the driver directly.
- Airport Express: you pay in advance, when you book.
- Marketplace: you pay when you order; the money is held and released to the merchant on delivery.
Your right of withdrawal
Law No. 2010/021 of 21 December 2010 governing electronic commerce in Cameroon (Articles 20 to 22) gives you 15 days to withdraw from a distance purchase: from the conclusion of the contract for a service, or from receipt for goods. The refund is made within 15 days; any cost of returning goods is borne by you.
This right does not apply, in particular:
- to a service already fully provided, with your agreement, before the end of the period (for example a completed ride);
- to perishable goods (meals, fresh products);
- to personalised or made-to-order goods.
Cancelling a ride
Cancelling a ride is free: you pay nothing. After ordering a ride, you can cancel it with the dedicated button in the app.
Airport Express: if you cancel, you are refunded instantly and free of charge.
[À COMPLÉTER : rules for scheduled rides and the Nsimalen Line, if different]
If the driver cancels or the ride does not happen
The driver can also cancel a ride. They must then give the reason for the cancellation in the app.
For a regular ride, you have paid nothing, so there is nothing to refund. For an Airport Express already paid, the refund is instant and free of charge.
Marketplace order not delivered or not as described
If your order is not delivered, the held money is not released to the merchant: you are refunded immediately to your DeyGo Wallet.
If a product is defective, you may ask for it to be replaced or repaired, or for the purchase to be cancelled, in accordance with Framework Law No. 2011/012 of 6 May 2011 on consumer protection in Cameroon.
How you are refunded
Refunds are immediate and free of charge: instant for a cancelled Airport Express, and straight to your DeyGo Wallet for a Marketplace order.
Wallet
Wallet money is handled by our payment provider, pawaPay. [À COMPLÉTER : any top-up, withdrawal and transfer fees]
Making a complaint
Contact us with your name, the ride or order number or date, and the problem:
- WhatsApp: +237600000000
- Email: contact@deygo.africa
If no amicable solution is found, you may turn to a consumer association, to the appeals committee provided for by Framework Law No. 2011/012, or to the competent courts.