bunnihop
bunnihop

Refund Policy

Effective Date: August 2, 2026

REFUND POLICY

1. Introduction

This Refund Policy outlines the rules and procedures regarding financial transactions, wallet balances, and refunds for Bunnihop ("we," "us," or "our") services. By topping up your account, purchasing trip passes, or utilizing the bunnihop platform, you agree to the refund terms set forth below.

2. Distinction Between Wallet Funds and Wallet Credits

Our platform manages two distinct types of balances within your account:

  • Wallet Funds (Cash Balance): These represent real-world currency deposited by you via Paystack to fund your rides and services.
  • Wallet Credits (Promotional / Subscription Value): These represent bonus credits, promotional rewards, or pass allocations granted by Bunnihop through marketing campaigns, campus events, or subscription bundles. Wallet credits hold no direct cash value outside the Bunnihop ecosystem.

3. No Cash Withdrawals

Bunnihop is not a bank or financial institution.

  • You cannot "withdraw" cash or transfer funds directly out of your Bunnihop Wallet back to your bank account or credit card at will.
  • Wallet funds are intended solely for paying for active bicycle rentals, trip passes, overtime fees, or applicable penalties incurred while using our micro-mobility services.

4. Refund Eligibility & Conditions

While direct cash withdrawals are not permitted, refunds of actual Wallet Funds may be granted under specific, verified circumstances:

  • App or Billing Glitches: If you are incorrectly billed due to a verified technical error, server outage, or software malfunction (such as an erroneous overtime fee or double charge), you are eligible for a full refund of the affected amount back to your original payment method or wallet.
  • Accidental Wallet Top-Ups: If you accidentally reload your wallet and contact us immediately without utilizing any of the newly added funds for a ride, a refund to your original payment card can be processed upon review.
  • Non-Refundable Balances: Wallet Credits (promotional or subscription-based allocations), expired trip passes, and completed ride fees where service was fully rendered are strictly non-refundable.

5. Dispute Resolution & Refund Request Process

If you believe you have been incorrectly charged or wish to dispute a transaction fee, penalty, or wallet balance issue:

  • Student Email Requirement: You must send all refund requests and billing disputes from your official university student email address (uXXXXXXXX@tuks.co.za).
  • Contact via Email: You must submit all refund requests and billing disputes directly to our support team via email at bunnihopadmin@gmail.com.
  • Required Details: To expedite your dispute, your email must include your full name, student number (uXXXXXXXX), the date and time of the disputed transaction, and a detailed description of the issue.
  • Review Period: Our team will investigate the telemetry logs and payment records to resolve valid disputes in a timely manner.