LakbayGo Refund & Cancellation Policy

Last Updated: August 11, 2026

This policy explains when bookings made through the LakbayGo platform may be cancelled and when payments may be refunded. It forms part of our Terms and Conditions and applies to all rides booked through the LakbayGo app, operated by LakbayGO Digital Platforms, Inc. ("LakbayGo", "we", "us").

This policy distinguishes between three different types of concerns, which are handled differently:

1. Booking cancellations and any applicable cancellation fees;
2. Payment and refund errors (for example, duplicate or incorrect charges); and
3. Service-related complaints about a completed trip.

1. Cancelling a Booking

What happens when you cancel depends on the stage of the booking:

• Before a Driver accepts your booking — you may cancel at any time free of charge.
• After a Driver accepts and is on the way — you may still cancel, but a cancellation fee may apply depending on the circumstances, such as the distance the Driver has already traveled.
• After the Driver arrives at the pick-up point — the app marks the Driver as arrived based on the pick-up location. You have a waiting (grace) period, shown in the app, to meet the Driver at no additional charge. Cancelling after the grace period, or failing to show up, may result in a cancellation or no-show fee.
• After the trip is completed — the booking can no longer be cancelled.

Cancellation fees are determined by objective conditions — whether the Driver accepted the booking, the distance traveled, arrival status, and waiting time — and compensate the Driver for time and fuel already spent. Any applicable fee is shown in the app. When you cancel after a Driver has accepted, the app may ask you to select a reason; this helps us review disputes and improve the service, but does not by itself determine the fee.

2. Cancellations by Drivers

• If a Driver cancels an accepted booking, you will not be charged. Any amount already collected for that booking, including any cancellation fee charged in error, will be refunded in full.
• You may immediately request a new ride; no rebooking fee applies.

3. Payment and Refund Errors

You may request a refund of a digital payment if:

• You were charged for a trip that did not take place;
• You were charged more than the fare agreed in the app for the completed trip;
• The same trip was charged more than once (duplicate payment);
• A promo or discount applied at booking was not reflected in the amount collected; or
• A cancellation fee was charged in error (for example, the Driver cancelled or never arrived).

4. Service-Related Complaints

If you experienced a significant problem during a trip, you may submit a complaint for review. Examples include:

• An unreasonable or unauthorized route;
• A significant service delay;
• An incorrect or unauthorized fare;
• The Driver failed to provide the booked service;
• A technical or system error; or
• Another verified service issue.

Service-related complaints are subject to review and are not automatic refunds. Based on our verified findings, we may at our discretion provide a full refund, a partial refund, a fare adjustment, or another appropriate remedy — or determine that no refund is due.

5. Trips Paid in Cash

• Once a cash trip has been completed and payment has been made to the Driver, the booking can no longer be cancelled and no cancellation refund applies.
• You may, however, still submit a service complaint or refund request for a completed cash trip where there is a verified issue — for example, an incorrect fare, the Driver did not complete the trip, you were charged despite not receiving the service, or a system or service error. Where a remedy is warranted, it may be provided as LakbayGo wallet credit or through another appropriate means.

6. How Refunds Are Paid

• Approved refunds are returned to the original payment method by default, through our payment partners.
• Where applicable, and with your consent, a refund may instead be issued as LakbayGo wallet credit, which can be used for future rides and services. Wallet credit issued as a refund is separate from referral or promotional rewards, which are governed by their own terms.

7. How to Submit a Request

1. Submit your refund request or complaint within seven (7) calendar days from the date of the transaction or completed trip.
2. The official channel is the Help/Support section in the LakbayGo app, or you may email support@lakbaygo.com. Each submission receives a reference number so both you and LakbayGo can track the concern.
3. Include the trip date and time, the pick-up and drop-off points, the amount charged, and the reason for the request. We may ask for additional information, such as a payment receipt or screenshot.

8. Processing Times

• LakbayGo reviews refund requests within 5–15 business days and responds with a decision.
• Once a refund is approved, the actual posting of the refund depends on your bank, card issuer, or e-wallet provider. In exceptional cases, it may take up to 30 calendar days for the refund to appear.

9. Contact Us

LakbayGO Digital Platforms, Inc.
3F Iloilo Business Park, Festive Walk Mall,
Megaworld Boulevard, Mandurriao,
Abeto Mirasol Taft South (Quirino Abeto),
Iloilo City, 5000, Philippines
+63 333397400
support@lakbaygo.com