Fave is operated by FIDEXA ENTERPRISES - SMC LIMITED, a Ugandan single member company, registration number 80034103105807. Its registered office and address for service is Zone D, Makerere 2, Kawempe Division, Kampala, Central Region, Uganda; postal address P.O. Box 175930, Kampala GPO, Uganda. Director: Matovu Nkoba Farid. For cancellation, refund questions or complaints, email farid@fidexa.org or call +256 705 222 144.
This policy applies when Fave supplies it and you accept it for your booking. Read it with your accepted quote, client terms and privacy notice, booking policy, payment policy and safety policy. To request copies of those documents, email farid@fidexa.org; Fave will make the applicable terms available before you commit to a booking. A later policy does not retrospectively reduce your refund or change your accepted booking. Mandatory rights under Ugandan law take priority over the commercial schedule below.
1. How to cancel
To withdraw a pending availability request, use the app where that action is available. To cancel a booking or exercise a statutory cancellation right, email farid@fidexa.org with your booking reference and a clear cancellation instruction. If you do not yet have a booking reference, identify the request and the contact details used for it. You may call support for assistance; email provides a written record of your instruction.
Fave records the time your cancellation instruction is received. A later staff reply does not move your cancellation into a less favorable refund window. The time before pickup is measured against the accepted scheduled pickup time in Kampala time. Keep a copy of your instruction and any acknowledgement.
A pending staff availability check does not reserve a car or driver and requires no deposit. Withdrawing that request does not create a cancellation charge. An estimate or temporary hold is not itself a confirmed trip contract. Your acceptance submits the booking request to Fave. Subject to mandatory legal rules, the trip contract is formed when you receive Fave’s booking confirmation, sent after acceptance of the current final quote and disclosures and verification of the first payment required by your selected schedule.
2. Your statutory cancellation rights
For covered consumer transactions, Uganda’s Electronic Transactions Act, Chapter 99, section 24, provides a separate right to cancel within seven days of receiving the services or concluding the agreement, with a full refund of payments within thirty days of cancellation when that statutory right is exercised. This right and any other mandatory remedy take priority over the commercial deposit schedule.
Fave does not reject a statutory cancellation solely by claiming that every transport booking on specified dates is exempt. The specified-date transport exception in section 23(7)(j) disapplies the separate remedy in section 23(3), rather than all supplier-disclosure duties; it is not a blanket exclusion of section 24. Any applicable statutory exception or limit must be assessed under the Act rather than assumed from the trip date alone.
This policy does not waive remedies arising from missing required disclosures, a failure to let you review and correct an order, an unauthorized payment or any other statutory breach. You can raise a statutory cancellation through the same email route; Fave must consider your legal rights even if a commercial refund window has passed.
3. Commercial deposit refund schedule
Deposit means the 10% booking portion of the agreed total, whether you choose installments or pay in full. Under full prepayment, the other 90% is prepaid trip balance and does not become a larger deposit. Fave’s allocation of the booking portion as its fee does not make it automatically non-refundable. No driver transfer is permitted before trip start and client-confirmed arrival.
When you cancel, this schedule applies to the deposit subject to your statutory rights and the lawful, reasonable-compensation limits below. It does not reduce remedies where Fave fails to provide the agreed service.
| Time before scheduled pickup when Fave receives your cancellation | Deposit refund under this schedule |
|---|---|
| At least 72 hours | Full deposit |
| At least 24 hours but less than 72 hours | Half of the deposit |
| Less than 24 hours | No commercial deposit refund, subject to your rights under law |
The table deals only with the deposit. It does not authorize Fave to retain a prepaid balance, duplicate payment or unauthorized charge. Fave reconciles other sums and returns amounts for services not provided unless an identified, separately accepted and lawful basis permits retention.
Any cancellation amount retained must be reasonable compensation under applicable law. The table is not a penalty payable regardless of the circumstances and does not permit recovery of the same loss twice. Fave explains the refund calculation and any lawful basis for retaining an amount, and you may dispute it. No new cancellation fee, provider-fee deduction or other penalty is created by this policy.
4. If Fave cannot provide the agreed trip
Fave undertakes to provide the trip through the accepted car and assigned driver. If Fave cannot provide that car and driver after payment, you receive a full deposit refund and return of any other payment for the unavailable service. You do not have to accept an undisclosed substitute. If payment is received but Fave cannot confirm the agreed booking, it must be refunded.
Where the agreed service is unavailable, section 26(3) of the Electronic Transactions Act requires Fave to notify you before the agreed service time expires and refund payments within the applicable thirty-day period. Fave returns all payments for the unavailable service; it does not treat a deposit-only refund as sufficient where the law requires all payments. A refund is not your exclusive remedy where applicable law provides more.
5. Missed pickups, delays and interrupted trips
If the driver has not arrived at the agreed pickup time, you may report the missed pickup after 30 minutes. Contact Fave through the booking’s available support route and include the booking reference. This is a reporting window only: it does not automatically cancel the trip, decide who is responsible, create a penalty, authorize retention of a payment or permit collection of a disputed balance. Fave will establish what happened and what service was provided. The 30-minute rule does not limit your right to report an urgent safety concern sooner.
For a delay, breakdown, interruption or exceptional event, contact support so Fave can establish what happened and what service was provided. A no-show label does not automatically authorize retention of every payment, a new penalty or collection of a disputed balance. Consequences and remedies for a missed pickup remain subject to the accepted terms and applicable law.
Fave must take reasonable steps to limit disruption and provide a lawful remedy for service it fails to provide. Amounts for services not provided must be returned unless an identified, separately accepted and lawful basis permits retention. Any retained amount must comply with the accepted terms and applicable law, with an explanation you can dispute. Events outside reasonable control do not remove refund rights or excuse Fave’s own fault.
Payments already made to a driver, including a 90% release at trip start after full prepayment, do not override your rights. An internal driver-payment arrangement is not a reason to withhold a client refund that is owed. Fave does not automatically charge an unaccepted amendment or disputed completion amount.
For immediate danger, contact appropriate emergency services directly. Support email and app notifications are not an emergency dispatch service or a promise of continuous monitoring. The safety policy explains how to raise a safety concern.
6. Refund timing and route
Fave returns refunds without undue delay. A statutory cancellation refund is due within thirty days of cancellation; a refund because the agreed service is unavailable is due within the applicable thirty-day statutory period. Any shorter mandatory deadline applies. Provider processing times do not extend Fave’s legal deadline or reduce the refund owed.
Fave explains the amount, calculation, refund route and status. Where supported, it refunds through the original payment route. If that route cannot accept the refund, Fave contacts you to agree a lawful alternative. You do not bear the risk of Fave recovering money from a provider or driver. Fave does not deduct provider fees from a statutory full refund or describe a pending refund as completed before it is confirmed.
7. Questions and disputes
Email farid@fidexa.org with your booking or payment reference, the decision or amount you dispute, and a short explanation. Send only necessary information, not payment credentials or unnecessary identity documents. Fave records your complaint and explains the basis of its decision. Support email is not continuously monitored; this does not extend legal refund deadlines.
You may contact your bank, card issuer, mobile-money operator, regulator, court or another complaint body available under applicable law. There is no compulsory internal complaint deadline or exclusive arbitration requirement in this policy. Ugandan law governs without removing mandatory rights or any court or regulator access available to you.