Last Updated: 01 December 2025

​

At Pikup Ride Hailing Limited (“Pikup”, “we”, “us”, or “our”), we strive to provide reliable and high-quality ride-hailing services. This Refund Policy outlines the circumstances under which refunds may be issued for payments made through the Pikup app.

​

1. Completed Trips

Refunds for completed trips are generally not provided, except in the following situations:

Eligible Refund Situations

You may request a refund if:

You were incorrectly charged, such as being billed twice for the same trip

There was a technical error in fare calculation

The driver did not complete the trip as agreed

You were charged for a trip you did not take

There was fraudulent activity on your account

All refund requests must be supported by trip details and, where possible, screenshots or receipts.

​

2. Cancellation Fees

Pikup may charge a cancellation fee if you cancel after a driver accepts your request or if you fail to show up at the pickup point.

Refund of Cancellation Fees

A refund may be issued if:

A driver cancels but you were still charged

A driver takes excessively long or fails to arrive at the pickup location

A driver asks you to cancel the trip for their own convenience

A technical issue caused the cancellation or delay

​

3. Payment Disputes

If you believe you were charged incorrectly, you must contact us within 7 days of the trip.

We may require:

Trip ID

Date and time of the trip

Explanation of the issue

Proof of incorrect charges (if applicable)

​

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

Dissatisfaction with normal driving behaviour when the trip was completed as expected

Situations outside our control (traffic, weather, road closures, delays, etc.)

Promotional or discounted fares

Rider mistakes in entering pickup or drop-off locations

Rider lateness causing driver cancellations

​

5. Refund Processing

If approved, refunds will be issued using the original method of payment.

Processing timelines:

Credit/debit cards: 3–10 business days

Mobile money/other processors: Based on provider timelines

Pikup is not responsible for delays caused by third-party payment processors.

​

6. Fraud Prevention

If Pikup suspects fraud, abuse, or misuse of the refund process, we may:

Refuse the refund

Suspend or terminate the user’s account

Report the activity to appropriate authorities

​

7. Contact Us

For refund requests or questions, contact us:

Pikup Ride Hailing Limited
Email: enquiries@pikuppng.com
Phone: +675 82390690
Address: Port Moresby

​

Please include your trip ID and a brief description of the issue to help us process your request faster.