At Splyft, we want our users to be completely satisfied with their journeys. We recommend you read our Return and Cancellation Policy prior to making a booking from our mobile application, so you are familiar with our policy on refunds and your legal rights and remedies. If you have any questions about this policy, please contact us at our Contact Us page.This Return and Cancellation Policy only applies where you offer a ride or book a ride online from our mobile application “Splyft”.
Service Fee Refunds
You can cancel a pending booking request without being charged for the ride or the service fee as long as the request hasn’t been approved. However, if you decide to cancel after it has been confirmed, the conditions of our cancellation policy will apply to your booking.
Refund and Cancellation
We strive to reduce cancellations by promoting the responsible use of services, and this is reflected in the cancellation policy.
If the driver :
| Declines a booking request by the passenger | Passengers will not be charged including the service fees. |
| Cancels a booking online after accepting a ride | We’ll fully refund the passenger, including service fees. |
| Didn’t show up at the meeting point and/or didn’t cancel the ride online | Didn’t show up at the meeting point and/or didn’t cancel the ride online. |
If the passenger :
| Cancels before the request ride is accepted by the driver | No charges will be imposed on passengers. We will refund their booking, excluding service fees.As long as the driver has not approved a pending booking request, passengers can cancel their booking request and won’t be charged for the ride or service fee. |
| Cancels more than 24 hours before departure time | We will refund their booking, excluding service fees.If the driver cancels after the booking is confirmed, passengers will be automatically refunded the cost of the booking, including service fees. You may cancel the booking through My Ride menu. |
| Cancels in the last 24 hours before departure time. | If the passenger books more than 24 hours in advance, we will refund ONLY 50% of the booking, excluding service fees. We will also compensate the driver 50% because the passenger cancelled shortly before theride. If they book in the last 24 hours before the ride but cancel within 30 minutes of booking, we will refund their booking, excluding service fees. |
| Didn’t show up at the meeting point and/or didn’t cancel the ride online | No refund to the passenger from the time of departure onwards. In the event of a passenger no-show at the meeting point, the driver must wait at least 15 minutes and must then notify customer service within 24 hours to receive payment. We will still compensate the driver for the total passenger contribution. |
Ride Auto-Cancellation Policy
Passengers will receive an unsuccessful request notification if :
- the Driver does not approve the request after 3 hours – for a ride created more than 1 hour from departure time
- the Driver does not approve the request after 30 mins – for a ride created less than 1 hour from departure time
When will you get your refund
By using the same payment method as when you made the reservation, you will automatically get your refund if you are qualified within ten to fifteen days, if not sooner. As soon as you cancel or your claim is resolved, we’ll send you your refund. It might take your bank or credit card company longer to process it and transfer it to you, depending on how you paid :
- 10 business days maximum for FPX.
- 15 business days maximum for major credit cards (Visa or MasterCard), including debit and credit cards.