Last updated: June 2026
KEKE RIDE requires payment via WAVE mobile money at the time of booking — before a driver is dispatched. Your payment is held securely and only settled to the driver once your ride is successfully completed. In all other cases described in this policy your payment is automatically refunded to your WAVE account.
If KEKE RIDE cannot match you with a driver within the dispatch window, your ride request expires and you receive a full refund to your WAVE account automatically — no action required. You will be notified in-app and may book again. Each new booking is a fresh charge.
If you cancel while KEKE RIDE is still searching for a driver, you receive a full refund to your WAVE account. No cancellation fee applies because no driver has yet committed to your trip.
Once a driver accepts and begins travelling to your pickup, cancelling incurs a cancellation fee of GMD 15 to compensate the driver for time and fuel spent. The remainder is refunded to your WAVE account. A two-minute grace period applies immediately after acceptance — cancellations within this window are fully refunded with no fee.
If a driver cancels after accepting your ride you receive a full refund to your WAVE account. Your booking is automatically re-queued to find another driver. No cancellation fee is charged to you.
Once a ride is completed and confirmed by you in the app, the held payment is released to the driver. Completed rides are not eligible for a refund except where: (a) you were charged more than the fare confirmed at booking due to a platform error; (b) you were double-charged for the same trip; or (c) the ride was marked complete before it actually started. Fare increases from a passenger-requested route change are not refundable.
All refunds go back to the WAVE account used to pay. Automatic refunds (no driver found, driver cancels, pre-match cancellation) are triggered immediately by the system and typically appear in your WAVE account within 24 hours. Dispute-based refunds are reviewed manually and processed within 5 business days of approval.
To dispute a charge, contact us at info@keke-ride.com within 48 hours of the trip. Include your trip reference number, date and time, and a description of the issue. Disputes submitted after 48 hours may not be eligible for review.
Passengers who cancel after driver acceptance at a high rate may have their account flagged. Repeated late cancellations may result in temporary booking restrictions or account suspension at KEKE RIDE's discretion.
For refund requests or cancellation enquiries contact us at info@keke-ride.com or write to KEKE RIDE, C7VP+X43 Serrekunda, The Gambia. We aim to respond within one business day.