Réponse du propriétaire:We would like to clarify the situation for accuracy, as several points in this review do not reflect what actually happened. The driver assigned to your booking was delayed, and you decided to cancel while waiting. Delays are rare but can happen, even with verified partners. We understand this is frustrating, and we apologised immediately. It is incorrect that we refused to refund you. You were offered a refund of the full partner fee as soon as we confirmed that the partner had not yet been paid. The only non-refundable items were the payment processing fee and the KenyaAssist service fee, as clearly stated in the terms you accepted before booking. These terms also explain that delays are the partner’s responsibility, not ours. You then opened a chargeback with your bank and received a full refund, including the non-refundable parts. As a result, we covered your payment fees ourselves and worked on your case at our own cost. We always act in good faith, communicate transparently, and assist clients even beyond what our terms require. Calling our service a scam is not accurate. We are a registered company, we verify our partners, and we immediately supported you when the delay occurred. We remain committed to improving reliability and providing the best possible experience.