It is our sincere hope that every trip you book through the BookARide app goes without issue, but we understand that sometimes things happen. If a trip you take does not meet your expectations, you can share your feedback by rating your driver in the app; and if you believe there was an error with your price or a more serious issue occurred on your trip, you can report it to our Support team. In some cases, your report may be covered by our Rider Refund Policy.
No Refunds.
All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the BookARide Platform, any disruption to the BookARide Platform or Rideshare Services, or any other reason whatsoever.
BookARide doesn’t charge your payment method on file or collect cash until you reach your destination. It means that you won’t have to request a refund if you cancel your ride or if the driver never shows up.
Without prejudice to the no refund policy, a customer can contact support at any time to query any charge or payment. If you have an issue with a trip, let us know within 30 days. All requests will be evaluated at BookARide’s sole discretion, and on a case-by-case basis.
As a reminder, BookARide is a marketplace that connects users to complete trips booked by a rider and accepted by a driver within the app. As a rider, you own the decision to take a trip or not. BookARide provides information to riders prior to starting a trip, such as:
- Pricing and other estimates in app like an upfront price and estimated time of arrival
- Vehicle and driver details like license plate, driver name, and vehicle type
As a rider, it’s your responsibility to check the information provided is accurate and meets your expectations of quality. If you decide to take a trip, you are accepting the terms of service and are taking responsibility for the successful payment of that trip.
When am I not eligible to receive a full or partial refund?
Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:
An issue related to the vehicle quality or the type of vehicle dispatched for your trip
An issue with a driver not meeting your quality expectations
An issue that was caused by user error, like requesting the wrong type of vehicle
An on-trip delay or on-trip routing issue due to uncontrollable events (e.g. traffic, construction) or a change in price due to adding or removing stops or updating your intended destination after your trip began.
- Resolving Your Request
You can submit a request for a refund or a general complaint about your ride to BookARide’s customer service team at bookaridegy.com/contactus or in the app within 30 days of encountering an issue. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 3-5 business days.
- False Reports
We investigate each report. Providing inaccurate information about your trip experience when disputing fees or charges violates BookARide’s Community Guidelines and may result in your request being denied and/or your account being deactivated.
