Help Center

At Trekka, we understand that travel plans change. This Refund Policy explains how cancellations and refunds work, ensuring a fair process for both travelers and transport companies.

1. GENERAL REFUND POLICY

Refunds depend on when you cancel your booking in relation to your scheduled departure.

2. HOW TO REQUEST A REFUND

To cancel your booking and request a refund:

1. Log in to your Trekka account
2. Go to "My Bookings."
3. Select the trip you want to cancel
4. Click "Cancel Booking" and confirm

Your refund will be processed automatically based on the timeline above.

You can also contact our support team at support@trekkatravels.com or call +234 800 000 0000 for assistance.

3. REFUND PROCESSING TIME

After your cancellation is confirmed, refunds are processed as follows:

• Card Payments: 5 to 7 business days
• Bank Transfers: 3 to 5 business days
• Mobile Money: 1 to 3 business days

Wallet Credit: Instant (can be used for future bookings)

Processing times may vary depending on your bank or payment provider.

FULL REFUND ELIGIBILITY

You are eligible for a full refund in the following cases:

• The transport company cancels your trip.
• Your trip is delayed by more than 3 hours without prior notice.
• The assigned vehicle is unavailable and no suitable replacement is provided.
• There are verified safety issues with the vehicle or driver.
• You experience a medical emergency (with proof).
• Travel is disrupted by natural disasters or extreme weather condition.

NO REFUND SITUATIONS

Refunds are not provided in the following situations:

• Personal change of plans without timely cancellation.
• Late arrival at the pickup location.
• Incorrect contact or booking details.
• Minor delays under 30 minutes.
• Complaints made after trip completion without prior notice.

5. PARTIAL REFUNDS

We may issue partial refunds at our discretions in cases such as:

• Service quality below expected standards.
• Minor vehicle issues affecting comfort but not safety.
• Delays of 1 to 3 hours
• Overbooking resolved with acceptable alternatives.

Partial refund amounts are determined individually after review.

6. REFUND TO ORIGINAL PAYMENT METHOD

Refunds are always issued to the original payment method used during booking.

If that payment method is unavailable, please contact our support team to arrange an alternative.

7. BOOKING MODIFICATIONS

Instead of canceling, you can modify your booking:

• Date or time changes: Free if made 48+ hours before departure.
• Route Changes: Allowed based on availability and price difference.
• Passenger name changes: Allowed up to 24 hours before departure.

Modification fees are generally lower than cancellation fees.

8. GROUP BOOKINGS

For group bookings (5 or more passengers):

• Partial cancellations may be allowed.
• Refund depend on how many passengers cancel.
• Contact support for specific terms.
• Charter services may have unique refund rules.

9. PROMOTIONAL AND DISCOUNTED BOOKINGS

For bookings made with discounts or promo codes:

• Some may be non-refundable.
• Refund are based on discounted price paid.
• Promo codes cannot be reused after cancellation.
• Please check promotion terms before booking.

10. DISPUTE RESOLUTION

If you disagree with a refund decision:

1. Contact support@trekkatravels.com with your booking reference.
2. Provide any supporting documents (e.g; receipts, photos, or medical proof).
3. Our team will review your request within 3-5 business days.
4. If unresolved, you may escalate to our management.

11. TRANSPORT COMPANY POLICIES

Some transport companies may have additional refund policies. These will be communicated during booking and will apply if they offer better terms for you.

12. FORCE MAJEURE

In the event of uncontrollable circumstances (e.g; war, pandemic, or government restrictions), special refund or rescheduling rules may apply. We will notify affected travelers by email and update our website accordingly.

13. CONTACT US

For refund inquiries or assistance:

• Email: refunds@trekkatravels.com
• Phone: +234 800 000 0000 (24/7)
• Support Portal: Submit a request

Please keep your booking reference handy when contacting us.

At Trekka, your privacy is important to us. This Privacy Policy explains how we collect, use, and protect your information when you use our transportation booking platform.

1. INFORMATION WE COLLECT

Personal Information

We collect information that you provide directly to us, including:

• Your name, email address, and phone number
• Payment details and billing information
• Travel preferences and booking history
• Account credentials and profile details
• Communication records with our support team

Automatically Collected Information

When you use our platform, we also collect:

• Device details (IP address, browser type, operating system)
• Usage data (pages viewed, features used, time spent)
• Location data (only with your permission)
• Cookies and other tracking technologies

2. HOW WE USE YOUR INFORMATION

We use your information to:

• Process bookings and manage transportation services
• Send booking confirmations and trip updates
• Process payments and prevent fraudulent activity
• Provide customer support and respond to inquiries
• Improve our platform and add new features
• Send marketing messages or promotions (with your consent)
• Comply with legal and regulatory obligations
• Analyze usage trends and enhance user experience

3. INFORMATION SHARING

We may share your information with:

TRANSPORT COMPANIES

We share ony what's necessary [your name, contact details, and trip information] booking information with transport companies to complete your booking.

SERVICE PROVIDERS

We work with trusted third-parties for payments, emails, analytics, and customer support. They only use your data to perform their asigned services.

LEGAL AND SAFETY REQUIREMENTS

We may disclose information if required by law or to protect Trekka, our user, or the public.

BUSINESS TRANSFERS

If Trekka merges, is acquired, or sells assets, your information may transfer to the new entity.

4. DATA SECURITY

We protect your data using industry-standard security measures such as:

• Data encryption (in transit and at rest)
• Secure, PCI-compliant payment processing
• Regular security audits and vulnerability tests
• Restricted data access and user authentication
• Staff training on data protection

While we take evry precaution, no online system is completely secure. We encourage you to keep your login informationsafe.

5. YOUR RIGHTS AND CHOICES

You have control over your data

Access and Download:

View and download your data in your account settings.

Edit and Update:

Update your information anytime from your dashboard.

Delete Account:

Request data deletion by contacting support. Some information may be retained as required by law.

Marketing preferences:

Unsubscribe from marketing emails or adjust your preferences in your account.

Cookies:

Manage Cookies through your browser settings or see our Cookies Policy page for more information.

6. CHILDREN'S PRIVACY

Trekka does not serve individuals under age 18. If we learn that a child's information has been collected, we will delete it immediately.

7. INTERNATIONAL DATA TRANSFERS

Your informationmay be stored or processed in countries outside your residence. We apply appropriate safeguards to protect your data wherever it's processed.

8. THIRD-PARTY LINKS

Our platform may include links to external websites. Trekka is not responsible for their privacy practices. Please review teir privacy policies before sharing personal information.

9. DATA RETENTION

We retain your information only as long as needed to:

• Provide services and process bookings
• Meet legal and financial obligations
• Resolve disputes and enforce our terms
• Prevent fraud and improve our services

Afterward, we delete or anonymize your data securely..

10. CHANGES TO THIS POLICY

We may update this Privacy Policy occasionally. Any major changes will appear here with an updated "Last updated" date. Please check this page periodically for updates.

11. CONTACT US

If you have any questions or concerns about your privacy, contact us at:

• Email: privacy@trekkatravels.com
• Phone: +234 800 000 0000
• Address: 123 East Legon, Victoria Island, Lagos, Nigeria