Refund & Cancellation Policy

• Fare — the ticket price set by the transport company running the trip.
• Booking fee— Zoomaa's flat convenience fee, inclusive of taxes, shown before you pay.
• Operator — the licensed transport company that runs the trip and carries you or your parcel.
• Departure— the trip's scheduled departure time.

Free cancellation is available only if both of these are true:

• you cancel within 1 hour of making the booking, and
• it is more than 5 hours before departure.

Whichever of those two limits is reached first ends the right to cancel. The same rule applies to every trip and every operator on Zoomaa — it is not set per trip.

• The refund is the fare. The booking fee is non-refundable — it covers the cost of processing your payment.
• A booking made within 5 hours of departure cannot be cancelled and is non-refundable.
• After the free-cancellation window closes, the ticket is non-refundable.
• No-show — if you do not board, the ticket is non-refundable.

• If the operator cancels the trip, you receive a full refund: fare + booking fee.
• Automatic cancellation — if the bus has not departed within 2 hours after its scheduled time, the trip is cancelled automatically and you receive a full refund of fare and booking fee.
• This does not apply to a bus already on the road that is running late. That is a delay, not a cancellation.

In these cases the operator bears the payment-processing cost of the refund — never you.

Zoomaa also lets you send a parcel on a bus that is already running. You book it, drop it at the operator's counter, and the recipient collects it at the destination station. Zoomaa does not carry, handle or take custody of any parcel — the operator does.

• Before you pay — cancel at any time. Nothing has been charged.
• Smaller than you declared — if the counter measures your parcel into a cheaper size band, the difference is refunded to you automatically.
• Bigger than you declared — you are asked to pay the difference before it travels. If you choose not to, the operator returns the parcel and refunds what you paid.
• The operator cannot carry it — because it is outside their size limits, unpriced on that route, or a prohibited item — the parcel is refused and refunded in full.
• The trip is cancelled — every parcel booked on it is refunded in full.

A parcel is the sender's responsibility until the operator accepts it at the counter, and the operator's responsibility from then until it is released to the recipient. Claims for loss or damage in transit are made against the operator, who is the carrier.

Refunds are issued against the original transaction and go back to the payment method you paid with — the same mobile-money wallet or card. We do not refund in cash, in credit, or to any other account, and Zoomaa holds no wallet or balance on your behalf.

• Mobile-money refunds typically appear within 3–5 business days, depending on your network.
• Card refunds are returned to the same card and appear on your statement on your bank's timeline.
• You can see the status of a refund in the app, on the booking.

If you believe a refund is wrong, or a trip did not run as booked, email zebachsmoak@gmail.com with your booking reference, or open Support in the app. We aim to reply within one business day.

Our support team can look the booking up by reference and issue a refund from the Zoomaa side where the circumstances warrant it, even outside the standard window. Every refund is recorded against the booking with the amount and who issued it.

The version of this policy in force at the time of your booking is the one that applies to it. Nothing here affects rights you have under Ghanaian law, or your right to raise the matter with your bank or mobile-money provider.

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