Booking, Cancellation & Refund Policy

1. Booking and seat holds

• Selecting your seat(s) places a temporary hold while you complete payment.
• If payment is not completed before the hold expires, the seats are released for other passengers and the booking expires automatically.
• Your booking is confirmed the moment your payment succeeds, and your seat numbers are locked to your booking reference.

2. Cancelling a booking

You can cancel a booking from My Rides at any time before departure. What you get back depends on how close to departure you cancel:

• Cancel 24 hours or more before departure: you receive a full (100%) refund.
• Cancel less than 24 hours before departure: you receive a 50% refund. Part of the retained amount compensates the driver for the empty seat, and the remainder covers platform costs.

3. When the driver cancels or the trip does not happen

• If the driver cancels the trip, or the trip is otherwise not completed, you are entitled to a full refund of what you paid.
• Because your payment is held in escrow until trip completion, the money is available to refund you. It is never in the driver’s hands early.

4. How refunds are paid

• Refunds are returned through the same payment method you used at checkout.
• Refunds are initiated immediately on cancellation; depending on your bank, it can take a few business days to reflect.
• Your receipt and booking reference in the app are your proof of payment for any refund enquiry.

5. Luggage

Luggage fees, where applicable, are agreed directly with the driver and are not part of the fare paid through the platform, so they are outside the scope of platform refunds.