Cancellation & refunds

This policy explains cancellations, early returns and refunds across our three plans: Daily Rental, Monthly Rental and Long-Term Rental. It is to be read with our rental terms (mybee.africa/gm/terms) and forms part of them.

Where a signed Long-Term Rental agreement says something different, the signed agreement applies.

"Handover" means the moment you take possession of the Bee at our office (or when it is delivered to you), after the agreement is signed. That date decides what is refundable.

Filling in the offer form never charges you anything — nothing is debited until you agree and sign an offer with your Beekeeper. The rest of this policy therefore applies only to bookings paid at mybee.africa/gm/book and rentals opened at the counter.

Monthly and Long-Term rentals — however you booked, online, by offer or at the counter. As long as your rental has not started, the rent you have already paid is refunded in full. Only the deposit can be held back, and how much depends on the notice you give us: 30 days or more before the start date, nothing; 8 to 29 days, 25 %; in the last 7 days, 50 %. The boundary day counts in your favour: cancelling exactly 30 days ahead is still free, and exactly 8 days ahead is still 25 %.

We never ask you for more money to cancel before the start: what is kept comes only from a deposit already paid. If no deposit has been collected yet, there is nothing to keep and you get back everything you paid.

This applies even if you never collect the Bee, as long as the start date has not passed: paying online reserves the vehicle, but the rental agreement only becomes binding when it is signed at handover (section 4 of the rental terms). With no handover there is no rental — only the booking is cancelled.

⚠ From the start day onward, the deposit is kept in full. The notice scale above is for cancelling BEFORE the start. From the first booked day the Bee is yours and nobody else can rent it: the days run whether or not you came to collect. It is the same reason a late collection does not move your end date.

If you never come to collect — 7 days after the start date the reservation is closed — or you cancel on or after the start day without having collected, the deposit is kept in full and the rent you paid is returned to you: the Bee was never handed over, so we do not charge for a rental that never took place. This is the same whichever way you booked.

At our office, a Monthly rental that starts on a later day takes its deposit when you book, together with the first month.

⚠ Daily Rental follows a different rule: the block of days you book is paid in advance and is never refundable, unless you added the Flexible cancellation option at checkout. See section 4.

To cancel — on any plan — message us on WhatsApp or email with your order reference (format GM-XXXX). That is the only cancellation channel, and the time your message reaches us is what counts against the deadlines. Refunds are processed within 5 business days, back to the payment method used (card or Wave).

For a Wave order whose payment hasn't been sent yet: nothing has been charged, so there's nothing to refund — just don't follow the payment link, or tell us so we cancel the order.

You pay online for the whole block of days you book (3 to 30). What you can get back depends on what you chose at checkout — the collection time you set is the reference point for every deadline below.

With the Flexible cancellation option (D80 per booked day): cancel up to 2 hours before the agreed collection time and you are refunded in full, apart from the price of the option itself. After that, no refund is due.

Without that option: the booking is not refundable, whatever notice you give and whichever coverage you chose. The Bee is held for you on those dates and nobody else can rent it. Protected coverage lowers your cap if the Bee is damaged — it does not give you a right to cancel.

If you never collect the Bee, the rent is kept, whether you booked online or at our office — the Bee was held for you and nobody else could rent it. The booking is held for you at most until the last day you booked, then closed.

If you collect late, your rental still runs to the end date you booked: that date does not move, and the days between your first booked day and your arrival are owed. Where the delay is our fault, the whole period moves instead and you lose no days. If the entire period passes without collection, the reservation is closed and we tell you.

Once the Bee is handed over, the days already paid are no longer refundable: a day that has started is owed, and bringing the Bee back early does not refund the remaining days.

Nothing is charged automatically after your order: at the end of your period the rental simply stops and nothing further is owed. To carry on, you place a new order.

Cancelling before the start. As long as your rental has not started, the rent paid at checkout is refunded in full, and only the deposit can be held back, according to the notice you gave — see section 3.

Collecting late. You choose your collection date at checkout and it is firm: your rental runs to the matching end date, and that date does not move. If you collect later, the days that passed in between are owed — the Bee was held for you and nobody else could rent it. Where the delay is our fault, the whole period moves instead and you lose no days. If the entire period passes without collection, the reservation is closed and we tell you.

If you never come to collect. You have 7 days after the start date; after that the reservation is closed, the deposit is kept in full and the rent you paid is returned to you.

Once the rental has begun, on a 6- or 12-month commitment, returning the vehicle early carries a flat charge of two months' rent, and the month in progress is not refunded. The charge comes out of the deposit first; anything left over is invoiced to you. This does not apply to the no-commitment (1-month) plan, which is stopped by giving notice, nor to a Daily Rental.

If you rent several vehicles you can return only some of them: your rental carries on with the rest, your rent drops accordingly, and the charge covers only the vehicles actually returned.

No commitment (1 month) — it renews by itself. Your rental carries on from one month to the next, at the same rate, until you tell us to stop it. There is nothing to do to continue.

How to stop it. Tell us — WhatsApp, phone or email — before your next payment date. Your rental then ends on the last day of the month you have already paid for: nothing is charged after that date, and no early-exit charge is due. The month in progress is not refunded pro rata, and any month already due remains payable.

We confirm the agreed stop date to you in writing. The Bee must be returned to us on that day; after it, the extra days are owed at the daily rate below, exactly as for any late return.

If the Bee is not returned by the end date — a 6- or 12-month commitment, or the stop date agreed after your notice. Your rental does not renew for another whole month: it continues day by day until you bring the Bee back. Every day started is owed. You pay only for the days you actually use, and you can bring the Bee back at any time: no early-termination charge is due, the commitment is over. We tell you by email and WhatsApp 7 days before the end date, and state the daily rate that will apply.

The reduced rate was payment for your commitment: once that ends, the no-commitment rate applies, in exchange for being free to return the Bee whenever you like.

The deposit is returned at the end of the contract, once the Bee is back and its condition recorded, less anything you owe us. It comes back the same way it was paid: to the card it was charged to when it was taken at checkout, or hand to hand when it was given at pick-up.

Reserving the vehicles. As soon as we agree the plan and the start date with you, the vehicles come off sale and are held for you. A reservation fee of D2,500 is then due: it holds the reservation for 7 days, the time to sign the agreement and pay the deposit.

That fee is handed back to you when you collect the vehicle, in cash or by whatever means you prefer. It is kept if the agreement is not signed within 7 days, if you cancel, or if you do not come to collect.

Cancelling after signing, before the start. What we keep from your deposit depends on the notice you give us: 30 days or more, nothing — the deposit is returned in full; 8 to 29 days, 25 %; in the final week, 50 %; from the start day onward, all of it. The boundary day counts in your favour: cancelling exactly 30 days out is still free, just as cancelling exactly 8 days out is still 25 %.

What we keep is a cancellation fee, taken out of the deposit — never a new sum to pay. In practice you receive a reduced refund, and it works the same whether you paid in cash, by mobile money or by transfer.

If you do not come to collect. You have 7 days after the agreed start date. Appear within that time and the handover goes ahead as normal. After it, with no word from you, the reservation is closed, the vehicles go back on rent, and both the deposit and the reservation fee are kept in full.

Any rent you have already paid in advance (it is normally paid at the handover) is then returned to you. The vehicle was never handed over: we keep the deposit and the reservation fee, which cover the period it was held for you, but we do not charge for a rental that never took place. The refund goes back by the means you used to pay.

⚠ Those 7 days do not extend your rental when you do come to collect: the days since the start date are then owed, because the vehicles were held for you and nobody else could rent them. If instead the reservation is closed for non-collection, no rent is charged for that period.

⚠ The notice scale above is not specific to offers: it is the general rule in section 3, and it applies to any Monthly or Long-Term rental whose deposit has already been paid, whatever channel it was booked through. What IS specific to a rental agreed by offer is the reservation fee and the 7 days to sign.

A Daily Rental keeps its own rules, described in section 4: it is not refundable without the Flexible cancellation option.

Once the rental has begun, early termination and any refund of a deposit or fees are set out in the agreement signed with you. That agreement may give you more than the above; it may never give you less.

If we can't fulfil your order (for example, no Bee left available in the fleet), you choose between a full refund and a new date, with nothing needed from you.

If your Bee is off the road for a reason that isn't your doing and no replacement Bee is available, your monthly rate is suspended pro rata for those days (section 8 of the rental terms).

A refund otherwise due may be reduced by what you owe us: damage beyond ordinary wear and tear, missing accessories (helmet, charger, lock), fines, or unpaid monthly amounts.

An accessory that is not returned (helmet, lock, charger, phone holder, trailer) is not damage: it is charged at its full replacement price, separately, and outside your coverage cap — the cap covers damage, not loss.

Those amounts are established from the condition record made with you at handover and at return, with photos, and are itemised for you in writing. Nothing is withheld without a written reason.

The Banjul delivery fee follows the same rule as the first month: fully refunded if the order is cancelled before delivery, non-refundable once the Bee has been delivered.

Refunds go back to the original payment method wherever possible. A card payment is refunded by United Energies AG (Switzerland), which took it; a Wave, cash or bank transfer payment is refunded by Volta Move Gambia.

We action the request within 5 business days. How quickly it then appears on your account depends on your bank or mobile money operator, which is outside our control.

We may update this policy. The version in force when you booked applies to your rental or lease, unless a change is required by law.