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 4 hours before the scheduled pickup — cancel at no charge; any amount already paid is refunded in full.
• Within 4 hours of the scheduled pickup — one billable hour of the reserved service class is retained; the balance is refunded.
• After the chauffeur has arrived at the pickup point — the waiting time incurred plus one billable hour is retained; the balance is refunded.
• Multi-day, event and dedicated-chauffeur reservations — the cancellation terms stated on your written quotation apply and are shown to you before payment.

Cancellations may be made by replying to your booking confirmation or by writing to bookings@dawnsmobility.com.

3. No-show

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 (60 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

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. Where the failure occurs on the day of travel we will, at your choice, either refund in full or supply a replacement vehicle at no additional cost.

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, a refund is calculated on the amount actually paid, not on the pre-discount value. Single-use promotional codes are restored to the customer where DAWNS cancels the booking; they are not restored where the customer cancels after the free-cancellation window. Promotional value has no cash equivalent and is never refunded as money.

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
11 Makinde, Oguntona Close, Egbeda, Lagos, Lagos State, Nigeria
Email: support@dawnsmobility.com · Bookings: bookings@dawnsmobility.com
Nigeria: +2349065227102 · International: +31648611938

See also our Terms & Conditions, Privacy Policy and Contact page.