Last updated: July 9, 2026
TRY doesn't sell goods that get "returned." This policy instead covers the situations where money moving through the app can go wrong, and how each one is put right. Since TRY runs on an in-app wallet rather than card refunds, most corrections happen as a wallet credit rather than money sent back to a card or bank account.
If you pay for a wallet top-up through Monnify but your TRY wallet is never credited (a dropped confirmation, a duplicate charge, or a delayed webhook), contact info@novapath.ng with your payment reference. We check the transaction directly with Monnify and credit your wallet once confirmed. If Monnify actually charged you and the payment never completed on their end, the standard outcome is a wallet credit, not a card reversal, since the funds were always destined for your TRY wallet.
When a driver withdrawal is rejected by Monnify after the amount was already deducted from the driver's wallet, TRY automatically reverses the deduction and credits the full amount back to the driver's wallet. No request needed. If a withdrawal appears stuck rather than clearly failed, contact info@novapath.ng and we'll reconcile it directly against Monnify's own records.
Cancelling shortly after a trip is requested, or before a driver is assigned, costs nothing. There's nothing to refund. If you're charged a late-cancellation fee after a driver has already committed significant time to reaching you, that fee is disclosed in-app before it's applied and is not refundable except where charged in error.
Riders top up and spend from their TRY wallet but cannot withdraw wallet balance to a bank account. TRY's model treats rider wallet funds as prepaid trip credit, not a cash account. If you'd like your remaining balance back for a reason other than a billing error (for example, you no longer plan to use TRY), contact info@novapath.ng and we'll review it case by case; this is not guaranteed and is handled outside the normal wallet flow.
Account deletion is immediate and cannot be undone. Any wallet balance remaining at the time of deletion cannot be recovered afterward. Drivers should withdraw their balance first, and riders should spend it down or contact info@novapath.ng about the balance before deleting. This is also covered in the Rider and Driver Terms of Service.
For any payment issue not covered above, email info@novapath.ng with your phone number, the trip or transaction reference if you have one, and what happened. We investigate every report against our trip and ledger records.
Novapath Technologies Limited
No 2 Taba Street, Onitsha, Anambra State, Nigeria
Email: info@novapath.ng
