Refund & Cancellation Policy

1. Cancellation by the rider

Cancellation fees compensate the driver for time and fuel already spent. These fees are shown in the app at the time of cancellation and are always transparent before you confirm.

2. Cancellation by the driver

If a driver cancels your confirmed ride after accepting it, you will not be charged any cancellation fee. A new driver will be found for you automatically. If no driver is available, you may cancel without charge. We track driver cancellation rates and high-frequency cancellations result in driver account review.

3. When you're eligible for a refund

• You were charged for a trip that did not take place
• You were charged the wrong amount (more than the confirmed fare)
• A payment was processed twice for the same trip
• You were charged a cancellation fee but the cancellation was initiated by the driver
• You experienced a verified technical error causing an incorrect charge

4. Non-refundable situations

• Trips completed as booked, even if you were unsatisfied with the experience
• Cancellations made after the free cancellation window (unless driver-initiated)
• No-show fees where the driver was confirmed to have arrived at the pickup location
• Disputes raised more than 7 days after the trip date
• Refund requests without sufficient information to investigate

5. How to request a refund

1. 1Open the Rutur app and tap Trips
2. 2Select the relevant trip
3. 3Tap Report an issue → Incorrect charge
4. 4Describe the issue and submit — attach screenshots if available
5. 5Our team will review and respond within 3 business days

6. Refund processing timelines

Timelines are from the date we approve the refund. Bank processing times may vary.

7. Questions

For refund questions not resolved through the in-app flow, contact us at support@rutur.app with your trip ID and a description of the issue.