Motence Refund Policy
Effective Date: 11 August 2026 Last Updated: 11 August 2026 Version: 1.2
Service Operator: Swiftliner Technologies Limited (RC 9571507) Lagos, Nigeria support@motence.com
This policy explains how Motence handles Travel Credit funding, verified active transport fares and eligible bank withdrawals. Motence does not offer person-to-person payments, permanent personal receive codes, or driver payment QRs.
Paystack provides collection and payout rails where enabled.
#1. When a refund may apply
A refund or correction may apply where we confirm:
- a duplicate charge for the same transaction;
- an amount different from the amount displayed before confirmation;
- a technical failure that caused a deduction without completing the transaction; or
- a verified unauthorised transaction, subject to investigation.
Valid disputes are resolved to Travel Credit or an approved bank account where appropriate to the case and the applicable payment-provider process.
#2. Travel Credit funding
- Once confirmed, funding is credited to Travel Credit. An eligible adult may request Withdraw to bank for unused available balance through the approved withdrawal flow.
- If a payment provider confirms a funding charge but Travel Credit was not credited, Motence investigates and reconciles the transaction.
- Closing checkout before completion cancels the funding attempt; no refund is needed where no payment was completed.
#3. Verified transport fares
A passenger pays only a server-authorised active transport fare, identified by a Fare Code or trip code. This is not a payment to a driver's personal account.
Fares are generally non-refundable once the transport service has been completed in good faith. A duplicate charge, wrong amount, failed capture or verified fraud may be reviewed under section 1.
#4. Bank withdrawals
- A pending withdrawal may be cancellable where the app presents that option. Once confirmed, the applicable amount returns to available Travel Credit.
- Failed withdrawals are reviewed and any approved reversal is processed through the applicable payment-provider flow.
- A completed withdrawal to your approved bank account is final.
#5. Fees, duties and third-party charges
Motence fees are displayed before confirmation and are generally non-refundable except where the underlying transaction is refunded or applicable law requires otherwise.
Your bank or payment provider may apply a duty, levy, or other charge under its own terms to a funding or withdrawal transaction. Those are not Motence charges. If Motence is ever required to collect a duty or levy directly, it will be separately disclosed before confirmation.
#6. How to request a review
- Open Motence → Profile → Help & Support → Create a ticket, or email support@motence.com.
- Include the transaction reference, date, amount and a short explanation.
- Submit the request within 30 days. We acknowledge it within 48 hours and aim to resolve verified cases within 14 business days.