Refund Policy
In short. SONKA is free for customers. Drivers pay a monthly subscription and anyone can pay to advertise. Nothing is ever charged automatically. If we charge you twice, take money and don't deliver, or make a mistake, we pay you back.
1. What you can pay for
- Driver subscription: after your free rides, a monthly fee that depends on your vehicle, from GHS 15 to GHS 25 a month. The exact price for your vehicle is shown before you pay.
- Adverts (boosts): a fixed price for the number of days you choose, shown before you pay.
Payments are made by mobile money (or card through Paystack). There are no hidden fees, no automatic renewals and no charges through Google Play or the App Store. Finding drivers, calling them and booking is free.
2. When we refund
| What happened | What we do |
|---|---|
| You were charged twice for the same thing | Refund the extra payment in full |
| You paid but your subscription or advert was not switched on within 24 hours | Switch it on straight away, or refund in full if you prefer |
| We reject your advert before it goes live | Refund in full |
| We stop a running advert because of a SONKA mistake | Refund the unused days |
| SONKA is down for more than 3 days in a row because of a fault on our side | Add the lost days to your subscription |
3. When we do not refund
- A subscription month that has already started, if you simply change your mind. It runs to the end of the month and then stops. Nothing renews automatically.
- An advert you ask us to stop early. The unused days become SONKA credit for a future advert, not cash.
- An advert we take down for breaking the advertising rules you accepted before paying, for example scams, sexual content, political campaigning, or using someone's picture without their consent.
- Accounts suspended for fraud or for breaking our Terms of Service.
Payments for trips are agreed directly between customers and drivers and do not pass through SONKA, so SONKA cannot refund them. If something goes wrong with a trip, use Report a problem in the app and we will help where we can.
4. How to ask for a refund
- Within 30 days of paying, contact Help & Support in the app, or email [email protected].
- Give the phone number on your SONKA account and the mobile money transaction ID.
- We reply within 2 working days. Approved refunds are sent to the same mobile money number that paid, within 7 working days.
5. Your other rights
This policy does not take away any rights you have under Ghanaian law.
6. Contact
TELE-PORT PRIME GHANA LTD, Unnumbered plot, Kwadaso, near the main road, Kumasi, Ashanti, AK-586-0687, Ghana · [email protected] · +233 53 821 4744
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