This page explains the current Shubble rider refund promise. It is intentionally simple so the app and support team can apply it consistently during launch.
When a full refund is expected
A full refund is expected in these cases:
- When Shubble, the operator, or the driver cannot fulfill the ride.
- When there is a duplicate charge or clear billing error.
- When support confirms that the family should not carry the cost.
Family cancellations
Cancellations made more than 8 hours before the scheduled ride are the clearest path to a full refund.
Cancellations made less than 8 hours before the ride do not qualify for an automatic refund by default, because operator cost may already exist.
How refunds are handled
Eligible ride refunds are usually returned to the Shubble wallet so families can use them again immediately.
Card refunds are reserved for duplicate charges, incorrect charges, or other clear billing mistakes. Those cases may still need manual support review and can take a few business days to reflect depending on the payment rail.
How to ask for help
Email hello@shubble.co.za or call 063 438 6395 with the booking ID, passenger name, and what happened.
If the issue happened during an active ride, use the trip screen to contact the driver first where possible.
Important note
Eligible ride refunds are usually returned to the Shubble wallet. Card refunds are reserved for clear billing mistakes that support confirms.
