Payments And Refund Policy

GOATO Payment and Refund Policy

Last Updated: 20 January 2026

This Payment and Refund Policy explains how payments, cancellations, and refunds are handled on the GOATO platform. This policy applies to all customers using the GOATO mobile application (the "Platform").

By making a booking or payment on GOATO, you agree to this Policy in addition to the Customer Terms and Conditions.

1. Payments

1.1 Payment Processing

• All payments on GOATO are processed securely through our third‑party payment service provider, Paystack

• GOATO does not store or process credit card, debit card, or banking details

• Payments may include once‑off bookings, subscriptions, or promotional offers

Paystack Privacy Policy:
🔗 https://paystack.com/privacy/merchant

1.2 Pricing

• Prices are displayed in the app before booking confirmation

• Prices are set by independent Service Providers

• Prices may vary based on service type, vehicle size, location, or promotions

Once a booking is confirmed, the price is locked unless changes are agreed to by the customer.

2. Booking Confirmation

• A booking is confirmed only once payment has been successfully completed

• If payment fails, the booking will not be confirmed

• GOATO is not responsible for delays caused by failed or pending payments

3. Cancellations

3.1 Customer Cancellations

• Customers may cancel a booking through the GOATO app

• Cancellation policies may vary by Service Provider and booking type

Unless otherwise stated:

• Cancellations made well in advance of the scheduled service may qualify for a full refund

• Late cancellations or no‑shows may result in a partial or no refund

3.2 Service Provider Cancellations

• If a Service Provider cancels a booking, customers may be eligible for a full refund or rebooking

• GOATO may assist in facilitating refunds but does not guarantee Service Provider availability

4. Refunds

4.1 Refund Eligibility

Refunds may be considered in the following cases:

• Service Provider cancellation

• Failure to deliver the booked service

• Verified service issues or disputes

Refunds are not guaranteed and are assessed on a case‑by‑case basis.

4.2 Refund Method

• Approved refunds are processed back to the original payment method via Paystack

• Refund processing times depend on Paystack and the customer’s bank

• GOATO does not control bank‑side processing delays

5. Disputes

• Customers must report payment or service issues promptly through the app or via support

• GOATO may request supporting information to investigate disputes

• GOATO acts as a facilitator and is not obligated to issue refunds where services were delivered as agreed

6. Subscriptions (If Applicable)

If GOATO offers subscription‑based services:

• Subscription terms will be displayed before purchase

• Recurring payments will be processed automatically via Paystack

• Customers are responsible for managing or cancelling subscriptions in advance

• Partial refunds for unused subscription periods are not guaranteed unless required by law

7. Chargebacks & Fraud

• Unauthorised chargebacks may result in account suspension

• GOATO reserves the right to investigate suspected fraudulent activity

• Accounts involved in abuse of refunds or chargebacks may be permanently restricted

8. Limitation of Liability

To the maximum extent permitted by law:

• GOATO is not liable for indirect or consequential losses related to payments or refunds

• GOATO’s total liability is limited to the amount paid for the affected booking

9. Changes to This Policy

GOATO may update this Payment and Refund Policy from time to time. Updates will be posted in the app with a revised "Last Updated" date.

Continued use of the Platform constitutes acceptance of the updated Policy.

10. Contact Us

For questions or refund requests, please contact:

📧 support@goato.co.za

GOATO