REFUND & CANCELLATION POLICY

 

Scope
This policy covers refunds for passenger rides and goods deliveries booked through the Platform.

Rides

·         Free cancellation: before Captain accepts the ride.

·         After acceptance, before arrival/start: cancellation fee may apply (displayed in-app).

·         Driver no-show (beyond reasonable wait) or unsafe vehicle: full refund.

·         Service faults (system double-charge, route calculation error): adjustment/refund after review.

Deliveries

·         Free cancellation before pickup.

·         After pickup: refunds only if delivery failure or damage is due to Captain/platform fault.

·         Lost/damaged item: compensation up to included insurance coverage; higher coverage if purchased.

How to request a refund

·         Use app: Trip/Delivery → Help → Request Refund.

·         Email: [email protected] with booking ID and reason.

·         Window: within 30 days of the trip/delivery date.

Processing timelines

·         Investigation: typically 3–7 business days.

·         Refund method: original payment method or app credit (for cash orders).

·         Credit timeline: 7–10 business days post-approval.

Exclusions

·         Repeated abusive cancellations, fraudulent claims, force majeure (natural disasters, government orders), policy violations.

GST/tax treatment

·         GST on fare/platform fee is adjusted per tax law and reflected in revised invoice where applicable.