This policy explains how cancellation charges, no-shows, fare corrections, refunds and payment disputes are generally handled. The app may display city, category or trip-specific rules before confirmation.
1. Overview
Cancellation and refund decisions consider the booking stage, captain time and travel, rider readiness, safety, technical evidence, payment status, service completion and applicable law.
2. Rider cancellations
You may cancel through the app. No charge may apply when cancellation occurs before a captain is assigned or within any free-cancellation period displayed. A charge may apply after assignment, captain travel, arrival, waiting, repeated cancellation or no-show.
Select the accurate reason. Charges may be reviewed for a material vehicle mismatch, captain request to cancel, safety concern, inability to reach pickup due to captain conduct, confirmed technical error or other valid reason.
3. Captain cancellations
Captains should cancel only for valid operational, safety, legal or rider-related reasons and select the accurate reason. Repeated, discriminatory, strategic or avoidable cancellation may result in quality review, loss of incentives or account action.
If a captain cancels, the app may attempt rematching where available. A replacement cannot be guaranteed.
4. Cancellation, waiting and no-show charges
The amount, if any, is shown in the app or relevant price information. It may consider distance travelled by the captain, time spent, arrival and waiting. A no-show may be recorded when the captain reaches the confirmed pickup, attempts permitted contact and waits the required period.
5. When a refund or adjustment may be considered
- Duplicate, failed or incorrectly captured digital payment.
- Cancellation fee applied because of a verified captain or system issue.
- Material fare calculation error or an adjustment required by law.
- Ride not provided, except where a valid cancellation or no-show charge applies.
- Approved safety, service or promotion review.
Completed ride dissatisfaction alone does not always create a refund right. We may instead correct an amount, reverse a fee, issue an eligible credit or decline the request with reasons.
6. Refund method and timing
Approved refunds are normally returned to the original digital payment method. After Urben Rider initiates the refund, final posting time is controlled by the bank, card issuer, wallet or payment provider and may take several business days.
Promotional credits are generally not redeemable for cash and may be restored or reissued only under their terms.
7. Cash trips
For cash paid directly to a captain, do not send additional money to a personal account unless the app expressly supports it. If a reviewed cash trip requires correction, the resolution may be an account credit, future-ride adjustment or another lawful method communicated by support.
8. Reporting and disputes
Report the issue promptly through the trip receipt or contact page and include the booking reference, date, amount, payment method and concise explanation. Do not share passwords, OTPs or complete card or bank credentials.
Chargebacks submitted without first raising a genuine issue may delay investigation. Nothing limits a lawful right to approach a bank, payment provider, consumer authority or court.
9. Policy changes
We may update this policy. The rules displayed for a confirmed booking and mandatory law will govern that transaction.
10. Contact
Email support@urbenrider.com or use the support form.