Refund Policy

Last updated: 1 August 2026

Kipita holds your ride fare in escrow — we keep it safe and only pay the driver once your trip is complete. This makes refunds simple and fair.

How your money is held

When you pay for a ride via M-Pesa, the fare is held by Kipita (not the driver). When the ride ends, we release the fare to the driver, minus a 12% platform fee.

Cancelling a paid trip

• If you cancel a paid trip before it ends, a refund request is opened automatically.
• Our team reviews each request to keep things fair to both riders and drivers.
• Approved: the full fare is returned to your Kipita wallet.
• Declined: where a driver has honoured their commitment (for example a genuine no-show), the fare may be released to the driver instead.

How long it takes

Most refund requests are reviewed within a few business days. You'll get a notification as soon as a decision is made.

Need help?

Contact us at support@kipita.app and include your booking reference.