Last updated: This Refund Policy explains how payments are handled when bookings change or are cancelled.
1. Scope
This policy applies to taxi bookings, online payments, and related mobility services processed through AyyanGo. Rules for future travel products (packages, hotels, flights) may include additional supplier-specific terms shown at checkout.
2. Fare types
- Estimated fare: shown during search; final fare may differ based on route, waiting time, tolls, or night charges.
- Advance / partial payment: a portion paid online to confirm a booking; balance may be due in cash or online as shown at checkout.
- Full online payment: entire booking amount paid digitally before or after trip completion as configured.
- Cash on delivery (COD): where enabled, payment is collected directly by the driver or operator; online refunds generally do not apply because no digital capture occurred.
3. Customer-initiated cancellations
If you cancel before a driver is assigned, any online amount captured may be refunded in full or credited according to operational settings. If a driver is already assigned or en route, a cancellation fee may apply to compensate dispatch and driver effort. The applicable rule is displayed during cancellation where available.
4. Platform or driver cancellations
If we or an assigned driver cancel due to unavailability, safety concerns, or operational issues, eligible online payments will be refunded or re-applied to a rebooked trip. We will notify you through your booking contact channels.
5. Failed or incomplete rides
If a ride could not be completed for reasons attributable to the platform or driver partner, contact support with your booking reference. Verified cases may qualify for full or partial refunds, fare adjustments, or credits at our discretion and in line with applicable consumer regulations.
6. Online payment refunds
- Refunds are initiated to the original payment method where technically possible.
- Processing time depends on your bank or payment provider—typically 5–10 business days after approval.
- Refund status appears in your payment receipt or account booking history when available.
7. Duplicate or erroneous charges
Report duplicate captures or incorrect amounts within 7 days of the transaction. We will investigate payment gateway records and issue corrections for validated errors.
8. Driver partner payouts
Refunds to customers may adjust driver earnings or settlements already calculated for a trip. Driver partners agree to cooperate with chargeback and dispute investigations.
9. Chargebacks
Initiating a chargeback with your bank without contacting us first may delay resolution. We provide transaction evidence to payment partners for legitimate charges. Fraudulent chargeback claims may lead to account restrictions.
10. Non-refundable situations
Refunds may not be available when:
- The trip was completed as booked
- Cancellation occurs after trip start or due to customer no-show
- Incorrect address or contact details were provided by the customer
- COD bookings where no online payment was collected
11. Future travel services
Holiday packages, hotel reservations, and transport bundles may involve third-party suppliers with distinct cancellation windows. Those rules will be disclosed before payment and may override this general policy for that product category.
12. How to request a refund
Contact customer support via WhatsApp or phone with your booking ID, payment reference, and reason for the request. We will confirm eligibility and communicate the outcome in writing where possible.