Refund & Cancellation Policy

Section 1: Customer Cancellation & Refund Policy

1.1 General Guidelines for Customer Cancellations

Customers have the flexibility to manage and cancel their rides within a specific timeframe to suit their changing plans. However, to maintain the efficiency of our booking system and ensure availability for all users, certain conditions apply:

• Cancellations are allowed up to 24 hours after booking, provided there are at least 3 days remaining before the scheduled ride.

• If a booking is made within 48 hours of the scheduled ride, no cancellation or refund will be allowed due to limited availability and last-minute bookings.

• If a customer cancels a ride between 12-14 hours before the scheduled start of the trip, a 40% penalty of the total fare will be charged. This penalty will be applied to the customer’s PointPe Wallet and deducted from the fare of their next ride.

1.2 Cancellation Scenarios and Conditions

• Booking Cancelled 3 Days Before the Scheduled Ride:

  • If the cancellation is made at least 3 days before the scheduled ride, customers can cancel without any penalty, and a full refund will be processed. The refund will be credited back to the customer’s original payment method within 7-10 business days.
  • 24-Hour Grace Period: If the booking was made more than 3 days before the scheduled ride, a 24-hour grace period applies during which the customer can cancel without any charges.
• Booking Cancelled Within 48 Hours of the Ride:

  • If a customer makes a booking within 48 hours of the scheduled ride, it is considered a last-minute booking. Such bookings cannot be cancelled, and no refunds will be processed. This rule helps us manage our driver resources effectively for last-minute bookings.
• Booking Cancelled Between 12-14 Hours Before the Ride:

  • If a customer cancels the booking between 12-14 hours before the ride, a 40% penalty of the total fare will be charged. This penalty will be deducted from the customer’s PointPe Wallet and automatically applied to their next booking.
  • This penalty ensures that our drivers are compensated for their availability and the inconvenience caused by late cancellations.

1.3 Refund Process

• If a refund is applicable, the amount will be processed back to the original payment method.

• Refunds will typically be credited back within 7-10 business days after the cancellation has been confirmed.

• Customers can contact our support team if the refund has not been received after the stated period.

1.4 Cancellation Fees and Penalties

When a ride needs to be transferred, the initial driver must:

• Notify the customer of the change in driver assignment.
• Ensure the new driver meets all qualifications and is prepared to fulfill the trip as per the original booking details.
• Cooperate with our support team to make the transfer as smooth as possible.

Section 2: Driver Cancellation & Transfer Policy

2.1 General Guidelines for Driver Cancellations

Our drivers are a crucial part of our service, and we rely on their professionalism and commitment. To maintain a high standard of service and reliability, we have established guidelines for drivers when it comes to cancellations:

• Drivers are expected to honor all bookings they accept unless exceptional circumstances arise.

• If a driver must cancel a booking, they are required to do so at least 24 hours before the ride start time to avoid penalties.

2.2 Cancellation Scenarios and Penalties

Cancellation Within 24 Hours of Ride Start Time:

• If a driver cancels a booking within 24 hours of the scheduled ride, a 20% penalty of the total fare will be charged from the Driver's PointPe Wallet. This penalty ensures that customers are not left stranded due to last-minute cancellations.

• In such cases, the driver is required to transfer the ride to another available driver. A 5% penalty will also be applied for facilitating the transfer, to ensure the ride continues as scheduled.

Cancellation Due to Emergency:

• If a cancellation is due to an emergency, the driver must contact our support team immediately to report the issue.

• While the 20% penalty will still apply for cancellations within 24 hours, drivers will not be penalized if they successfully transfer the booking to another driver in good standing.

2.3 Penalty Deductions

• All penalties for cancellations will be automatically deducted from the Driver's PointPe Wallet balance.

• The 5% transfer fee will also be deducted to ensure that the transition of the booking to another driver is seamless.

• These deductions are designed to uphold fairness and ensure that both customers and other drivers are not inconvenienced.

2.4 Driver Obligations During Ride Transfers

• All penalties for cancellations will be automatically deducted from the Driver's PointPe Wallet balance.

• The 5% transfer fee will also be deducted to ensure that the transition of the booking to another driver is seamless.

• These deductions are designed to uphold fairness and ensure that both customers and other drivers are not inconvenienced.

2.5 Consequences of Repeated Cancellations

• Consistent cancellations or failure to transfer rides may result in a review of the driver’s performance.

• Persistent violations could lead to temporary suspension or permanent removal from the platform.

Section 3: General Guidelines for Both Customers and Drivers

3.1 Customer and Driver Responsibilities

Both customers and drivers have responsibilities to maintain the smooth operation of our services:

• Customers are encouraged to only book rides they intend to complete, taking care to cancel within the specified timeframes if plans change.

• Drivers should only accept rides they are committed to fulfilling and are responsible for handling cancellations and transfers professionally.

3.2 Communication and Support

We understand that unexpected situations can arise. Both customers and drivers are encouraged to reach out to our support team if they face any difficulties or have concerns about a booking:

• For customers, please contact our support if you have any questions regarding your booking or need assistance with cancellations.

• For drivers, support is available to assist with ride transfers, emergencies, or account-related inquiries.

3.3 Appeal Process

If you believe that a penalty has been wrongly applied, you may appeal the decision by contacting our support team:

• Provide the booking details and an explanation for the appeal.

• Our support team will review the case and provide a resolution within 5 business days.

• The decision of the appeal is final to maintain fairness for all users.

Section 4: FAQs on Refunds, Cancellations, and Penalties

• 4.1 How can I cancel a booking?

  You can cancel your booking by logging into your account and accessing the "My Bookings" section. Follow the prompts to cancel your ride.

• 4.2 What happens if my ride is cancelled by the driver?

  If a driver cancels your ride, we will do our best to find a replacement driver. You will also receive compensation if the cancellation causes inconvenience.

• 4.3 How is the penalty calculated for late cancellations?

  The penalty is based on the total fare of the ride and varies depending on when the cancellation occurs. The specific percentage and conditions are detailed in Sections 1 and 2 above.

• 4.4 Can I get a refund if I cancel last-minute?

  If you cancel your ride between 12-14 hours before the start time, a 40% penalty applies, which means you will not receive a full refund. Bookings cancelled within 48 hours of the ride are non-refundable.

• 4.5 How are driver penalties handled?

  Driver penalties are deducted from their PointPe Wallet Balance and apply when a cancellation occurs within 24 hours of the ride. Penalties are outlined to ensure accountability and minimal disruption to customers.

Contact Information

If you have any questions, concerns, or requests regarding this Refund Policy, please contact us at:
PointPe Customer Support Team
Email: care@pointpe.com