Refund Policy

Clear, fair rules for cancellations, refunds, and rescheduling on TRAVLA.

Last updated: May 2025
85%
Refunded on cancellation
15%
Cancellation fee
5%
Rescheduling fee
100%
Refund if TRAVLA cancels

Contents

  1. Cancellation by Passenger
  2. Cancellation by TRAVLA or Operator
  3. Rescheduling
  4. Refund Methods & Timelines
  5. Non-Refundable Situations
  6. Loyalty Points & Wallet Credits
  7. Disputes & Chargebacks
  8. How to Request a Refund
  9. Contact

1 Cancellation by Passenger

You may cancel a confirmed booking at any time before the scheduled departure through the TRAVLA app. The following fee structure applies:

When you cancel Cancellation fee Amount refunded
Any time before departure 15% of booking amount 85% of booking amount
After scheduled departure 100% (non-refundable) Nothing
Pending payment booking No fee Full amount (if any paid)
The cancellation fee covers platform processing, operator reservation costs, and seat opportunity loss. It is deducted automatically at the time of cancellation.

2 Cancellation by TRAVLA or Operator

If a trip is cancelled by TRAVLA or the transport operator due to:

You will receive a full 100% refund with no cancellation fee applied. You will also be notified by SMS and push notification as soon as the cancellation is confirmed.

3 Rescheduling

You may reschedule a confirmed booking to a different date or time on the same route, subject to seat availability.

Condition Detail
Rescheduling fee 5% of the original booking amount
When allowed Before the original departure time only
Maximum reschedules Once per booking
Route change Not permitted — cancellation required

The rescheduling fee is charged at the time of the change. Any difference in fare between the original and new trip will be charged or credited to your wallet accordingly.

4 Refund Methods & Timelines

Refunds are issued through one of the following methods:

Refund method Processing time
TRAVLA Wallet Instant
Mobile Money (MTN, Vodafone, AirtelTigo) 1–3 business days
Debit / Credit Card 3–7 business days
Card and mobile money refund timelines are determined by Paystack and your bank or network provider. TRAVLA has no control over delays beyond our platform.

When requesting a refund, you must provide a valid mobile money number for disbursement if your original payment was via card and a wallet-to-wallet return is not possible.

5 Non-Refundable Situations

No refund will be issued in the following cases:

6 Loyalty Points & Wallet Credits

7 Disputes & Chargebacks

If you believe a refund was processed incorrectly or you did not receive a payment you are entitled to, please contact us at support@travlagh.com before initiating a chargeback with your bank.

Initiating a chargeback without first contacting TRAVLA support may result in your account being suspended while the dispute is investigated.

8 How to Request a Refund

  1. Open the TRAVLA app and go to My Bookings.
  2. Select the booking you wish to cancel.
  3. Tap Cancel Booking and confirm.
  4. Enter your mobile money number for refund disbursement if prompted.
  5. You will receive a confirmation notification and the refund will be processed automatically.

If you experience any issues with the cancellation process, contact support immediately — do not attempt multiple cancellations.

9 Contact

For refund queries or disputes: