Embedded Files
How To Check The Ride Now Charges
How To Check The Ride Now Charges
Free Cancellation Window
Customers have a 5-minute free cancellation window after booking a Ride Now trip.
Standard Policy After 5 Minutes
After the free cancellation period, the standard cancellation policy applies.
Refund Policy Based on Timing
If a customer cancels within 30–45 minutes before pickup → 50% Refund.
If cancellation occurs less than 30 minutes before pickup → No Refund.
Exception: If the ride was canceled using a cancellation reason eligible for full refund, they will receive a full refund regardless of the cancellation window.
The app will assign a driver who is far away from the pickup location by 45 minutes maximum, if there is no driver within 45 minutes, the user will receive a message that there are no available drivers.
Lost business: If there were no cars available, the ride would be reflected on the dispatcher "As a Lost Business"
Ramp: Doesn't come with a ramp
To validate whether the customer canceled the ride within or outside the safe time frame, please check the following:
1-From "Ticket Status Log" it should to be (abc_User abcUser ) as Shown below
2-Creation date & time of the booking form "Ticket Status Log" compared with the cancellation date and time of the booking from the "Actions Log.
Created at
Cancellation
If the cancellation was after five minutes from the creation date& time
1- Educate the customer with the policy of the cancellation
2- Resolve the chat.
If the status was "Lost Business"
Inform the customer that the transaction has been refunded and it will reflect within 5 working days
Notes:
If the ride was canceled 5 days ago or more:
Check Payfort to confirm that the amount has already been refunded.
Inform the customer that the refund has been processed to their bank account and advise them to verify with their bank.
Regarding the promo code for a lost business booking, do not file a complaint to restore the voucher unless the customer claims they used a voucher for the ride and it is no longer visible in the voucher section. In such a case, you must download the trip report for the booking to verify that the code was indeed used, and then file a complaint to restore it.
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Explained T&C
Page updated
Google Sites
Report abuse