We aim to make cancellations fair for both riders and drivers. This policy explains when cancellation fees apply and how refund requests are handled.
1. Cancellation by the rider
- Before a driver accepts: you can cancel at any time free of charge.
- Within the grace period after acceptance: you can cancel free of charge within the period shown in the app (usually two minutes).
- After the grace period or after the driver arrives: a small cancellation fee, shown in the app before you confirm, may apply to compensate the driver for their time and distance.
- No-show: if the driver waits the announced time at the pickup point without you showing up, the trip may be cancelled and a no-show fee applied.
2. Cancellation by the driver
- If a driver cancels after accepting, no fee is charged to the rider and the request is automatically re-sent to the next nearest driver.
- The Company monitors driver cancellation rates and takes action to maintain service quality.
3. Fees that will not be charged
No cancellation fee applies when:
- The driver is significantly late compared with the expected arrival time.
- The driver or vehicle does not match the details shown in the app.
- The driver asks for an additional amount or refuses to go to the destination.
4. Refunds
- Refund requests for digital payments are reviewed within a reasonable time after being submitted through the app or support.
- Approved amounts are returned to the same payment method or to the in-app wallet balance.
- Cash payments are settled directly between rider and driver; the Company intervenes where there is a documented dispute.
5. How to file a complaint
Select the trip from your trip history in the app and choose "Report a problem", or contact our support team with the trip details. We respond to complaints as quickly as possible.