1. Refund Eligibility
To be eligible for a refund, the following criteria must be met:
- Cancellations made within 48 hours of booking for trips scheduled more than 24 hours ahead.
- Refund requests for trips cancelled at least 5 hours before the scheduled departure time for same-day bookings.
- Special circumstances, such as technical issues or service disruptions caused by SAP Transportation and Logistics.
All refund requests are subject to review and approval by our support team.
2. Non-Refundable Services
The following conditions render services non-refundable:
- Bookings cancelled less than 5 hours before the scheduled departure for same-day trips.
- No-shows or failure to be present at the designated pickup location.
- Services rendered in full or partially completed trips.
- Bookings made less than 24 hours before the trip schedule unless otherwise specified.
Non-refundable cases are final and not eligible for review.
3. Refund Process
To initiate a refund request, customers must follow these steps:
- Log into your SAP Transportation and Logistics account.
- Navigate to the "Payment", Select "Payment History" section and locate the trip in question.
- Select "Request Refund" and select "Confirm-Refund".
- Alternatively, contact our support team at support@saptransportationandlogistics.ng.
Please ensure all necessary documentation or proof (if applicable) is submitted to avoid delays in processing.
4. Processing Time
Once a refund request is approved, it will be processed as follows:
- Refunds to credit/debit cards: 7–10 business days.
- Refunds to bank accounts: 10–15 business days, depending on bank policies.
- Refunds to mobile payment platforms: 5–7 business days.
Processing times may vary during peak periods or due to external factors.
5. Deductions and Fees
Depending on the cancellation time and booking terms, the following deductions may apply:
- A 25% cancellation fee for trips cancelled less than 5 hours before the scheduled time.
- Administrative fees for processing refunds, if applicable.
- Bank or transaction fees for certain payment methods (non-refundable).
6. Special Cases
Refunds under exceptional circumstances, such as service disruptions, will be handled on a case-by-case basis. In such instances:
- Customers will be notified of alternative solutions, such as rescheduling or credits.
- If a refund is deemed appropriate, the full amount may be refunded without deductions.
7. Contact Information
For inquiries or concerns regarding these terms, please contact us:
Email: support@saptransportationandlogistics.ng
Phone: +234 807 041 9826
Address: 10 Awolowo Road Ikoyi, Lagos, Nigeria.
