Refund & Cancellation Policy

Effective date: 09-20-2026 · Version: 1.1 · Part of the Terms of Service.

These rules are enforced automatically by the platform's payment system. All refunds are credited to your in-app wallet immediately upon processing.

Every charge in this policy is shown to you in the app before you confirm, and again on the confirmation screen for a cancellation. Fees and surcharges are set by Drivio and may change; the figure displayed to you at the moment you confirm is the one that applies, and it is recorded in your wallet ledger.

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1. Quick reference

Situation	Customer receives	Platform/Rider
Rider rejects your pool seat request	100% refund	Seats released
Rider cancels an accepted booking (any service)	100% refund	Rider standing affected
Customer cancels a confirmed pre-paid booking (pool seat or rental)	Refund of the amount held, less the cancellation fee shown before you confirm	Fee retained; half is paid to the rider as compensation
Customer cancels a standard ride before a rider accepts	No charge	—
Customer cancels a standard ride after acceptance	Cancellation fee per §3.2 may apply	Fee retained; half is paid to the rider
Service completed	No refund (service delivered)	Rider paid, less the platform commission

2. Why advance payments and a cancellation fee exist

Pool seats and rental hours are reserved capacity: when you book, the rider turns away other customers and plans around you. Advance payment is held in escrow — the rider cannot touch it until the service completes — and the cancellation fee compensates the reserved capacity you released late. Half of every cancellation fee you are charged is credited to the rider; the platform retains the other half.

The fee is a percentage of the fare for standard and pool bookings, and a fixed amount for rentals. The exact figure is disclosed at booking time and again at the moment you confirm a cancellation. No cancellation fee is charged before a rider has accepted, and none is charged where you cancel for a safety reason the app recognises.

3. Detailed rules

3.1 Pool

• Booking charges seats × per-seat price to your wallet and holds it in escrow.
• Until the rider accepts your seat request, you may withdraw it for a full refund.
• If the rider rejects, you are refunded in full automatically and the seats return to availability.
• After the rider accepts (seat confirmed), your cancellation refunds the amount held less the cancellation fee shown on the confirmation screen.
• If you cancel after boarding, the amount held is forfeited in full.
• If the rider cancels the pool ride or fails to show, you are refunded 100%.

3.2 Standard rides

• No payment is taken before completion, so "refund" normally does not apply.
• Cancelling before any rider accepts: free.
• Cancelling after a rider has accepted and is en route: a cancellation fee, calculated as a percentage of the fare and displayed to you before you confirm, may be charged to compensate the rider.
• If the rider cancels, you are never charged.

3.3 Rental

• Booking charges the full rental amount to escrow, including the same-day surcharge where the booking starts the same day. The surcharge is shown in the fare breakdown before you confirm.
• Before the owner accepts: cancel for a full refund.
• After the owner accepts: your cancellation refunds the amount held less the cancellation fee shown on the confirmation screen — for rentals this is a fixed amount rather than a percentage.
• If the owner cancels or does not hand over the vehicle: 100% refund.
• No refund for unused hours after a rental has started, except as goodwill or where the vehicle proved unusable through no fault of yours — contact support.

4. Completed services

Once a ride, pool trip, or rental is marked complete, escrow is released to the rider (less the platform commission, which is shown in the rider's wallet ledger) and the payment is final. If the service was materially not delivered as described (e.g. marked complete without being performed), report it within 48 hours — confirmed cases are re-credited in full and the rider is sanctioned.

5. Wallet top-ups and payouts

• Demo/promotional wallet credits are not redeemable for cash.
• Real-money top-ups (once a payment gateway is live) are refundable to the original payment method only where required by law or gateway policy; otherwise they remain as wallet balance.
• An account cannot be closed while it still holds money. If your wallet has a real-money balance, an amount held in escrow for an unfinished booking, a negative balance, or a withdrawal or top-up awaiting approval, the app will refuse the deletion and tell you which one applies. Withdraw your balance first (payouts are processed within 7 working days, less amounts owed); closure proceeds once the withdrawal has been approved.

6. Disputes

Email support@drivio.pk with the ride ID (visible in Activity) within 7 days. Every money movement on Drivio has a ledger entry, and rides have status timestamps and chat records, which we use to resolve disputes. We aim to respond within 3 business days. Statutory consumer rights are unaffected.