Refund and Cancellation

1. Cancellation Policy

We understand plans change. Our cancellation policy is designed to be fair to both passengers and drivers:

Free Cancellation

Cancellation 60 minutes or more before the pick up time - 100% refund

Late Cancellation

Cancellation 15-60 minutes before the pick up time - 50% refund

Very Late Cancellation

Cancellation within 15 minutes before the pick up time - no refund (0%)

No-Show Policy

If the passenger does not arrive within 30 minutes after the scheduled pick up time, the booking is marked as a no-show - no refund

2. How to Cancel

You can cancel your booking through:

  • Our mobile app or website (instant cancellation)
  • Calling our 24/7 customer support line
  • Emailing us with your booking reference number
  • Contacting your assigned driver directly (if already dispatched)

3. Refund Policy

Refunds are processed according to the following guidelines:

Eligible for Full Refund

  • Driver cancellation or no-show
  • Service not provided as booked
  • Vehicle breakdown or mechanical issues
  • Duplicate charges or billing errors

Partial Refund

  • Significant delays caused by driver (over 30 minutes)
  • Route deviations without passenger consent
  • Service quality issues (case-by-case basis)

No Refund

  • Passenger no-show or late cancellation
  • Incorrect pickup location provided by passenger
  • Trip completed as requested
  • Passenger misconduct leading to trip termination

4. Refund Processing Time

Approved refunds are processed as follows:

  • Credit/Debit Card: 5-10 business days
  • Digital Wallets: 3-5 business days
  • Cash Payments: Refunded to Trevel account credit (instant)
  • Bank Transfer: 7-14 business days

5. Special Circumstances

We understand that emergencies happen. Special consideration for refunds may be given for:

  • Medical emergencies (documentation required)
  • Flight cancellations or delays (proof required)
  • Severe weather conditions
  • Government-imposed travel restrictions

Please contact our support team with relevant documentation for case-by-case review.

6. Requesting a Refund

To request a refund:

  1. Contact our customer support within 48 hours of the trip
  2. Provide your booking reference number
  3. Explain the reason for the refund request
  4. Submit any supporting documentation (photos, receipts, etc.)
  5. Our team will review and respond within 2-3 business days

7. Dispute Resolution

If you're not satisfied with our refund decision, you can escalate the matter to our senior support team. We're committed to fair resolution and will work with you to find a satisfactory solution.

8. Contact Support

For cancellations, refunds, or any questions about this policy, contact our 24/7 support team through our Contact page, call our helpline, or email us directly.