Cancellation Policy

Understand our cancellation policy to ensure a smooth experience and avoid any unexpected charges.

Taxikeke Cancellation & No-Show Policy

Cancelling your ride

If you no longer need your scheduled or requested ride, you can cancel it anytime directly through the Taxikeke app. However, please note that under certain circumstances, a cancellation fee will apply.

Free cancellation period

On-demand rides:
You can cancel a ride within the first 1 minute and 30 seconds after a driver accepts your request without any charge.
Scheduled rides:
For rides you scheduled in advance, you can cancel at no cost if you do so more than 2 hours before the scheduled pickup time, provided a driver hasn’t yet been dispatched.

Health and safety cancellations

In line with updated global and local public health guidance, including recommendations by Sierra Leone’s Ministry of Health and Sanitation:

Wearing masks will be mandatory, if the Ministry of health mandates it.
Wearing a mask during rides is optional for both drivers and riders.
You may choose to wear a mask if it makes you more comfortable.
You may still report a ride if you feel unsafe for any reason, but note that health safety reasons (like mask use alone) will not be grounds for penalties.

Cancellation fees

A cancellation fee may apply if:

You cancel after 1 minute and 30 seconds after a driver accepts your ride, or
You cancel when your driver has arrived within the designated pickup window, or
You cancel 4 or more rides within a 15-minute timeframe.

For Taxikeke Scheduled rides, you may be charged a cancellation fee if you cancel within 2 hours of the scheduled pick-up time after a driver has been matched.

These fees help compensate your driver for their time and fuel expenses, and may vary depending on traffic or demand conditions.

No-Show fees

You may be charged a no-show fee if:

Your driver arrived at the pickup location.
Your driver waited at least the allotted wait time (typically 5 minutes) or longer.
Your driver tried to contact you, but you were unavailable to start the trip.

This is in line with fair compensation practices recognized under Sierra Leone’s contract norms.

Pending charges for cancelled rides

If we couldn’t match you with a driver, or you cancelled your ride, you may notice a temporary “pending” charge on your account for the original upfront price.

This is a pre-authorization only and is never actually charged.
Once your bank or mobile money provider completes processing, this amount will either disappear or appear as a reversed transaction within 5-7 business days, depending on your financial institution.

Requesting a cancellation fee review

If you believe you were wrongly charged a cancellation or no-show fee, you have the right to dispute it.
To submit a review:

Open your Taxikeke app’s main menu.
Tap ‘Ride history’.
Select the ride you need help with.
Tap ‘Get help’ and follow the prompts.

We will review your case fairly under Sierra Leone’s consumer protection guidelines.