Refund & Cancellation Policy

1. How a booking is made

A reservation is a pre-booked, scheduled chauffeur service. You receive a written quotation with the total payable, the currency of payment and the service terms before any payment is taken. A booking is confirmed only after DAWNS issues a booking reference.

2. Cancellation by the customer

More than 48 hours before the scheduled pickup. A customer may cancel a confirmed booking more than 48 hours before the scheduled pickup time. Where payment has already been collected, the amount actually paid for the cancelled booking will be refunded to the original payment method in accordance with this Refund & Cancellation Policy.

48 hours or less before the scheduled pickup. Once a booking is within 48 hours of the scheduled pickup time, the booking is non-cancellable by the customer. Cancellation eligibility is calculated by DAWNS from the scheduled pickup time recorded on your booking, at scheduled pickup minus 48 hours. A booking that has reached that point is non-cancellable by the customer.

Bookings made less than 48 hours before pickup. A booking made and confirmed less than 48 hours before its scheduled pickup is non-cancellable by the customer from the moment it is confirmed. This condition is clearly disclosed to the customer before payment and confirmation.

Multi-day, event and dedicated-chauffeur reservations. Where DAWNS provides specific written cancellation terms for a multi-day, event, corporate, embassy or dedicated-chauffeur engagement, those specific terms apply where they have been expressly presented to and accepted by the customer before commitment or payment.

Cancellations that remain eligible under this policy may be requested through your booking channel or by writing to bookings@dawnsmobility.com.

3. No-show (this is not a late cancellation)

A no-show is treated separately from cancellation. If the passenger does not appear at the pickup point and cannot be reached, the chauffeur waits for the complimentary waiting period stated on your booking (90 minutes for airport arrivals, 15 minutes for all other pickups). After that period the booking is treated as a no-show and the fare for the reserved service is retained. Additional waiting time already incurred is charged at the published waiting rate.

4. Cancellation or non-performance by DAWNS

Where DAWNS cancels or cannot perform a confirmed booking for reasons attributable to DAWNS, the customer receives a full refund of amounts actually paid or, where operationally appropriate and accepted by the customer, a suitable replacement service at no additional cost. The customer's 48-hour restriction is never used to deny a refund for a service DAWNS itself failed to provide.

If DAWNS cancels a confirmed booking, cannot supply a vehicle, or the service is not performed for any reason attributable to us, you receive a full refund of every amount paid.

5. Failed, duplicate or unmatched payments

Card and transfer payments are handled by regulated payment providers on hosted provider pages. If a payment is declined by your bank or card issuer, no booking obligation is created and no amount is due; any authorisation held by your bank is released by the issuer. If a payment is taken but not matched to a booking, or is taken twice for the same booking, DAWNS refunds the unmatched amount in full on confirmation of the provider record — no request is required, though contacting us speeds this up.

6. Service disputes and partial refunds

If a journey is materially shorter than reserved or a service standard is not met, contact us within 7 days of the journey. We review the dispatch and journey record and, where the complaint is upheld, issue a partial or full refund of the affected portion.

7. Refund method and timing

• Refunds are always made to the original payment method and in the currency in which the payment was collected.
• DAWNS approves eligible refunds within 3 business days of the cancellation or upheld dispute.
• Card refunds are typically credited by the issuing bank within 5–10 business days of approval; bank transfers within 3–5 business days. Timing after approval is controlled by your bank or card issuer.
• Corporate and embassy accounts settled on invoice are credited against the account rather than refunded to a card, unless otherwise agreed.

8. Promotional and discounted bookings

Where a promotional code was applied and cancellation remains legitimately available, refunds are calculated on the amount actually paid. Promotional value has no cash equivalent and is never refunded as money. Where DAWNS cancels the booking, an eligible single-use promotion may be restored under promotion policy.

9. Chargebacks

Please contact us before raising a chargeback — most issues are resolved within one business day. DAWNS responds to all provider chargeback requests with the booking, dispatch and journey record.

10. Contact for refunds and cancellations

IBROZINI DAWNS EXECUTIVE MOBILITY LTD
15 Lawrence Daniel Street, Ajao Estate, Lagos State, Nigeria
Email: support@dawnsmobility.com · Bookings: bookings@dawnsmobility.com
Nigeria: +2349065227102 · International: +31648611938

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