Frequently Asked Questions

A handy guide To Shuttlers

For riders
How To Request a Ride

Requesting a ride is very easy, simply follow these steps:

  • Download the Shuttlers app via Playstore or IOS
  • Register and sign up on the app
  • Fund your wallet easily using the in-app payment platform (debit card or bank transfer)
  • Select your preferred pickup location and destination
  • Select ‘find shuttle’ and proceed to select a shuttle.
  • Select ‘book a ride’

Your ride details will be sent to you and you’re all set to go!

How To Cancel A Trip

Have you booked for a ride and now changed your mind? Not a problem, we’ve got you! Follow these steps to cancel:

  • Go to ‘my bookings’ interface on the app and proceed to your active bookings
  • Select the booking you intend to cancel
  • Scroll down on the ticket and proceed to ‘cancel booking’
  • You would get a 100% refund on your booking after cancellation.

That’s all, easy peasy!

Please Note: You have to cancel not later than one hour before the booked ride is scheduled to begin.

How To Pay For A Trip

We’ve made paying for trips very stress-free!

Below are the two payment options

  1. Fund via Paystack: Where you make payment through your card. Kindly note that this payment reflects immediately.
  2. Fund via bank transfer: Here, an account number is generated for you to make payment directly through Parkway Readycash. Kindly note that this payment reflects about 5-10 minutes after the transaction has been made.

For option 2, kindly note that the account number generated is specifically for you, which means you can not use it to make payment for someone else. However, if you are experiencing any difficulties in funding your wallet using the available options, kindly reach out to us via our email or chat options, for further assistance.

How To Reach Out To Support

We have a courteous and helpful support team waiting to attend to your needs. You can reach our support team by chatting with them live via in-app chat, via email at info@shuttlers.ng or phone call 07000700080

Does Shuttlers Have Any Hidden Charges?

No, buddy! With Shuttlers you are only billed for the rides you booked, and once you cancel a booking in time, your money will be refunded to your wallet instantly.

No other charges are debited from you.

What Routes are Available?

The routes available are all listed on the app. If you are unable to locate a shuttle going your way on the app, please feel free to chat us up via the in-app chat option or visit the website www.shuttlers.ng or suggest a route on the app.

How can I Track a Vehicle?

To track your vehicle, click on “Active Trip” from the Book now section of the App. After clicking on the active trip, you would be able to view the vehicle’s location on the map and also see the vehicle's estimated time of arrival to your pickup location. From this screen, you can view the Driver’s name and vehicle details such as the vehicle type, vehicle plate number and the Route code for identification. A call can be made to the Driver from this section as well.

Note: A vehicle can only be tracked when the trip has been started by the Driver.

Can I make Two bookings with One account ?

No, you can’t make two bookings with an account. A user has to download the app and then proceed to fund their wallets to book a ride.

I can’t Remember My password, What do I do?

Please follow these steps to reset your password:

  • Select the Forgot Password option, enter your email address then select the Recover Password option.
  • A mail will be sent to you to reset your password.
  • If after trying these steps, you are still unable to reset your password, kindly reach out to support on 07000700080 or info@shuttlers.ng for resolution.
How Can I Charter A Shuttle?

Kindly click on the link https://shuttlers.ng/charter and fill in the required information or send a mail to info@shuttlers.ng with the below required information:

  • Date:
  • Pick up location/address:
  • Pick up time:
  • Destination; location/address:
  • Return time:
  • The number of stops before the Destination:
  • If there are stops, location of the stop:
  • The number of passengers:
How do I request for a refund?

Shuttlers hopes that every trip booked through the app is completed without any issues, however, we acknowledge that sometimes your trip may not go as expected.

Where a trip does not go as planned, you may share your feedback by rating the trip or contacting our customer experience team on the app through the live chat feature, highlighting what went wrong with the trip. Sometimes, these issues may be covered by our Trip Refund Policy.


When is a user eligible for a full refund?

  1. When the user changes his/her mind about embarking on the trip and cancels the trip at least 1 hour before the trip is scheduled to begin, an automatic refund is made to the user’s wallet.
  2. Where there is a breakdown in the course of the trip and a buffer is not provided to complete the trip.
  3. Where there is a breakdown in the course of the trip and the user decides to continue his/her journey without using a buffer for whatever reason.
  4. Where the user is at the appropriate pick up location and is left behind by the bus.
  5. Where the user does not board due to a delayed pick-up exceeding 30 minutes.

When is a user eligible for a partial refund?

  1. Where there is a breakdown and a buffer is provided, the user is eligible for a 50% refund for the inconvenience caused.
  2. Where there is a mechanical issue such as the loss of air conditioning in the course of the trip, the user is eligible for a 30% refund for the inconvenience caused.

When is a user NOT eligible for a refund?

  1. Where a user cancels or requests to cancel his/her trip when the trip is scheduled to commence less than 1 hour after the cancellation request, or cancellation was made.
  2. Where the user is left behind after the allotted 2 minute wait time and he/she is a no show at the pick-up location.
  3. Where the user is left behind because he/she is at a location different from where he/she has entered on the app as his/her pick up location.

Resolving Requests

All Shuttlers wallet refund requests submitted to our customer experience team on info@shuttlers.ng or via the in-app live chat are resolved within 24 hours of escalation.

False Reports

Shuttlers will investigate all refund requests. Reporting a false experience about a trip shall result in the user’s refund request not being processed.

Time limit for Refund

Shuttlers will process refunds to bank account within 3-5 business days from the day the request was made.

For drivers
How To Accept a Ride

You wouldn’t need to accept trips because you'll only be assigned to any of the routes you opted for when signing up with Shuttlers.

How To Reach Out To Support

We have a courteous and helpful support team waiting to attend to your needs.

You can reach our support team by chatting with them live via in-app chat, via email at support@shuttlers.ng or phone call 0700 070 0080.

How To Reach Out To Bus Marshals

Every bus is assigned a Bus Marshal who is in charge of taking the attendance of shuttle users and updating the driver. Drivers are also given the numbers of the bus marshals.

How To Reach Out To the User

On your app, you can access the contact details of users who are signed up for a particular route.

When and Where is Shuttlers Available in my City?

Shuttlers is only available in Lagos and Abuja Nigeria. On the app, you view a list of all the routes we cover in both cities.