💰 Refund Policy

Last Updated: 15 July 2026

At Luu Travels & Logistics, we are committed to providing transparent and fair refund policies. This Refund Policy outlines the terms and conditions under which refunds are issued.

1. When Refunds Are Issued

  • Customer Cancellations: Refunds are issued based on our Cancellation Policy timeline.
  • Driver Unavailability: Full refund if we cannot assign a driver to your trip.
  • Vehicle Breakdown: Full refund if an alternative vehicle cannot be provided.
  • Service Failure: Full or partial refund if the service provided does not meet quality standards.
  • Duplicate Payments: Full refund for duplicate or erroneous payments.
  • Booking Errors: Full refund if we make an error in your booking.

💳 Refund Timeline: All refunds are processed within 48 hours of approval. The refund will reflect in your account within 5-7 business days, depending on your bank's processing times.

2. Refund Amounts

  • Full Refund: 100% of the trip fare (for cancellations more than 24 hours before departure).
  • Partial Refund: 50% of the trip fare (for cancellations 12-24 hours before departure).
  • No Refund: 0% of the trip fare (for cancellations less than 12 hours before departure or no-shows).
  • Service Disruption: Full or partial refund based on the severity of the disruption.
  • Overcharged: Refund of the difference if you were overcharged.

3. Refund Processing

  • Card Payments: Refunds are processed through Paystack and will reflect in your account within 5-7 business days.
  • Cash Payments: Refunds are processed via EFT to your bank account. Please provide your banking details.
  • Wallet Credits: Refunds may be issued as wallet credits for future bookings (with your consent).
  • Partial Refunds: The refund amount is calculated based on the actual fare paid.
  • Refund processing fees are borne by Luu Travels & Logistics.

4. How to Request a Refund

  • Via Dashboard: Log in to your account, go to "My Bookings," select the booking, and request a refund.
  • Via WhatsApp: Send a refund request to our WhatsApp number: 076 845 7061.
  • Via Email: Send a refund request to LuuTravels611@gmail.com with your booking reference number.
  • Via Phone: Call us at 076 845 7061 during business hours.
  • Please have your booking reference number and payment details ready.
  • Refund requests must be submitted within 14 days of the trip date.

5. Refund Exceptions

  • Refunds are not provided for cancellations made within 12 hours of departure.
  • Refunds are not provided for no-shows.
  • Refunds are not provided for trips that have already commenced.
  • Refunds are not provided for promotional or discounted bookings unless specified.
  • Refunds are not provided for dissatisfaction with weather or traffic conditions.
  • Refunds are not provided for dissatisfaction with the driver's behavior unless reported and investigated.
  • Refunds are not provided for changes in personal plans after the trip has started.

6. Chargebacks and Disputes

  • If you believe a charge on your account is incorrect, please contact us before initiating a chargeback.
  • We will investigate and resolve the issue within 5 business days.
  • If you initiate a chargeback without contacting us, we may dispute the chargeback with Paystack.
  • We will provide Paystack with evidence of the transaction and our refund policy.
  • Abuse of the chargeback process may result in account suspension.

7. Contact Us

  • Company: Luu Travels & Logistics (Pty) Ltd
  • Email: LuuTravels611@gmail.com
  • Phone: 076 845 7061
  • WhatsApp: 076 845 7061
  • Address: Windmill Park Ext 32, Boksburg, Gauteng, South Africa
  • Business Hours: Monday to Friday, 08:00 - 17:00
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