Refund policy
Cancellations, charges and refunds for Twara Kigali driver bookings. Last updated: .
1. No payment is taken on this website
The website does not process card payments and does not store card details. Requesting a driver online costs nothing and charges nothing. The fare is settled directly with Twara Kigali when the trip is arranged or completed.
Because no money changes hands on the website, there is nothing to refund for a request that is cancelled before a driver is sent.
2. The fare
One trip within Kigali costs one flat fare, shown on the booking page when you book. The fare covers a professional driver taking you and your own vehicle to your destination. It does not change with distance, time of night or demand. If the fare changes, a booking already made keeps the fare it was made at.
3. Cancelling a request
You can cancel at any time before a driver reaches your pickup point by calling +250 780 213 722. Cancelling before a driver has been sent costs nothing.
If a driver has already travelled to your pickup point and you cancel or cannot be found, a call-out contribution may be charged to cover that journey. Any such charge is agreed with you on the phone before it is applied. It is never taken automatically.
4. When we owe you a refund
You are entitled to a full refund of any amount paid if:
No driver arrives and the trip does not take place. The driver cancels for a reason that is not your fault. You were charged more than the agreed fare. You were charged for a trip you did not request.
Where the service was delivered but fell short of what was agreed, contact us and we will agree a partial refund or a credit towards a future trip, depending on what happened.
5. How to ask for a refund
Call +250 787 195 677 and quote your booking reference, the one beginning TK that we gave you when the request was made. Tell us the date of the trip and what went wrong.
We aim to respond within five working days and to complete an agreed refund within fourteen days, using the same method you paid by wherever possible.
6. If you are not satisfied
If we cannot resolve your complaint, you may raise it with the Rwanda Utilities Regulatory Authority. Their guidance is available at RURA’s consumer complaint procedures. This policy does not limit any right you have under Rwandan consumer law.
7. Before online payment launches
This policy will need updating the day the website starts taking payments. At that point it must state the payment provider, the exact cancellation windows and charges, and the refund timescales that provider supports. Do not enable online payment against this version of the policy.
8. Who operates this website
Operator: Eddy Kayiganwa, trading as Twara Kigali. Twara Kigali is operated by an individual and is not a registered company.
Contact address: Kigali, Rwanda.
Contact email: kayiganwa04@gmail.com.
Data protection contact: Eddy Kayiganwa. Write to the email address above for any request about your personal data, including asking for a copy of it or asking for it to be deleted.