Cancellation and Refund Policy

1. The terms of your booking

This policy is part of our Terms of Service. It covers rides booked in the drivoo app or on drivoo.io. The numbers on this page are the ones in force today, from our published rate card and settings, and we can change them. The terms that apply to your ride are the ones shown when you book, and they are fixed on your booking.

A ride booked for you by a hotel or company partner, or on a business account, may be on that partner's agreed terms. The terms fixed on the booking apply.

2. Cancelling for free

• Ride now: free until a chauffeur accepts your ride, and for a short time, shown in the app after that.
• If no chauffeur accepts during our automatic search: your booking stays confirmed and our dispatch team assigns a chauffeur. We tell you, and you can cancel for free for a short time, shown in the app from that moment, even once a chauffeur is assigned.
• Rides booked ahead: free until the time before pickup set for the ride type, in the table below.
• Cancelled by us or by your chauffeur: you are never charged. If a fee was already taken, we refund it.
• Return trips: each leg is its own booking. Cancelling one doesn't cancel the other unless you cancel both.

Before you confirm a cancellation, the app shows whether it is free or what it will cost.

The free cancellation time, the cancellation fee and the no-show fee for your ride type are shown when you book, and are fixed on your booking.

3. Cancelling late

After the free time, cancelling costs the cancellation fee for the ride type: a fixed amount or a percentage of the booking total. If you paid by card, we take exactly the fee from the hold on your card and release the rest, and we email you a fee receipt.

If the fee can't be taken from your card, it becomes a balance you owe (see section 10).

4. No-shows

Your chauffeur can record a no-show only when both are true: the no-show time for the ride type has passed since the waiting clock started, and they have tried to reach you at least twice through the app, by call or message. If your chauffeur can't reach you at the pickup, that is a no-show, not a cancellation. Our operations team can also record a no-show, with a reason.

A no-show costs the no-show fee for the ride type. By card, it is taken from the hold and the rest is released. For a cash booking, it is recorded against your account as unpaid. For a booking billed to a partner's account, it goes on the partner's invoice. We email you a fee receipt. Tolls and parking on the chauffeur's way to you are not charged to you.

If a no-show was recorded by mistake, our operations team can reverse it. A fee already taken is refunded in full, with a credit note.

5. Waiting time

The waiting clock starts when your chauffeur arrives at your pickup point and marks the arrival in the app, and stops when your trip starts. For a scheduled ride it starts at your chauffeur's arrival or your booked pickup time, whichever is later, so an early arrival never costs you.

For an airport pickup it starts at your chauffeur's arrival or your flight's actual landing plus the time we allow for your terminal and service, whichever is later. If your flight is late, the clock follows the actual landing, so you don't pay for the delay, up to the delay we allow, shown when you book of delay. Beyond that, waiting is charged at the airport rate.

After the free waiting for your ride type, waiting is charged per minute, rounded up to whole minutes. The app shows the waiting counter and when charges begin, and we tell you when they start.

The free waiting time and the rate per minute for your ride type and class are shown when you book.

6. The hold on your card

When you book with a card, or with Apple Pay or Google Pay where offered, we place a temporary hold on it for the quoted total plus a margin we set, plus the estimated Salik. Your bank may ask you to confirm it (3-D Secure) in the app or on the page. A ride now starts looking for a chauffeur only once the hold is in place.

If your bank's check isn't completed within the time shown on the page, the hold is released and the booking is not confirmed. If the hold is refused, the booking is not confirmed and we tell you.

If you cancel for free, the whole hold is released at once. If a fee applies, we take only the fee and release the rest. Your bank can take up to 14 working days to show a released hold or a refund.

At the end of your ride we charge your card once, for the final total. If the total is more than the hold, we ask your bank to raise the hold, or charge the difference separately to the same card or, on a booking you made, to a card you saved. If that fails, the difference becomes a balance you owe.

7. If your card can't be charged at the end of the ride

If the charge fails while you are still with your chauffeur, the app asks you to try again, use another card, or pay with Apple Pay or Google Pay. After a second failed attempt (closing your bank's check counts as one), or after a few minutes, card and wallet payment close for that trip and you pay your chauffeur in cash.

8. Tolls, parking and changes after the ride

Salik and Darb tolls and parking during your trip are passed on at cost, with no markup. Tolls and parking before your pickup are not charged to you, apart from one exception we can turn on for airport pickups: tolls the chauffeur passes between the airport and your pickup point.

Your total can change after the ride: an approved parking receipt or a confirmed toll can be added, and a toll dismissed on review is taken off. An addition is charged to the card or wallet you paid with; for a cash ride it becomes a balance, and for a partner's account it goes on the partner's invoice. A reduction is refunded to the card or wallet you paid with. You get a supplementary receipt or a credit note for each change.

Where we have turned it on, a fare is re-priced on the same rate card when the distance or time driven is well beyond the route we quoted. The app shows the new total.

9. Refunds

• We refund only a payment we have actually taken, to the card or wallet it was taken from. Part refunds are possible.
• Some refunds are automatic: a toll taken off after the trip, a final total lower than what we took, and a no-show fee when the no-show is reversed. Our support team can issue others, always with a reason.
• Every refund also returns the VAT charged on the part refunded.
• Every refund comes with a credit note, one for each receipt or invoice it credits, and one message that names them all.
• A credit note and a card refund together never credit more of a ride than it was billed.
• A ride paid in cash is not refunded to a card: contact support about it.
• Your bank can take up to 14 working days to show a released hold or a refund.

10. Balances you owe

If an amount can't be charged to your card (a fee, the difference at the end of a ride, or a charge added after it), it becomes a balance on your account. We tell you how to pay it and remind you every a few days until it is paid or waived. You pay a balance in full, not in parts, and you can't book again until it is settled.

After several reminders, our finance team is told and your account stays on hold until the balance is cleared.

You can pay by card in the app or on the website, or by bank transfer or deposit, which our finance team records with its reference. A guest without an account can pay by a link we send by email or text message. A booking a partner makes for you is not refused because of your own balance.

11. Tips

Tips are optional, by card only, and you can add one at any time after your ride. A tip goes to your chauffeur's fleet for your chauffeur, less the card processor's fee on the tip. drivoo keeps none of it. A tip on a business ride is paid from your own card, never by your company.

12. Support, disputes and ride credit

If something went wrong, raise a support request in the app: a fare or fee, a lost item, your chauffeur or the service, or anything else, on a booking or not. Our support team replies, and can approve ride credit, decline with a reason, or close the request. Larger credits need a second person on our team to approve them.

Ride credit can be spent only on drivoo rides and is never paid out in cash. You choose to use it when you book, and it is applied when the ride is completed.

You can reopen a decided request within the time shown in the app of the decision, up to a set number of times.

Card disputes: our support team handles chargebacks raised with your card issuer; contact us at hello@drivoo.io.

13. Business rides

If your company has added you to its drivoo business account, a business ride is paid by your company under its Business Terms, by its company card, held at booking and charged at the end of the ride. Cancellation and no-show fees on a business ride are charged to your company. If your company's card can't be charged, your company owes the amount: you are never charged, asked or blocked for it. Tips are from your own card, and promo codes can't be used on business rides. A personal ride is always paid by you.

14. Rides booked by a partner

When a hotel or company partner books a ride for you, the partner's agreed terms apply, and fees on a booking billed to the partner go on its invoice. If the partner has paid, your receipt says so, for your information.

15. Flights

For an airport pickup we follow your flight and move the pickup time with it. If your flight is cancelled, your booking is not cancelled automatically: we alert you and our operations team. If you cancel because your flight was cancelled, the usual cancellation terms apply.

If your flight is diverted to another airport, we contact you: we re-price the ride with your agreement, or cancel it for free.

16. Changes to this document

The version and date at the top show which text is in force. When we change it in a way that matters, we tell you and ask you to accept it again in the app or on the website before your next booking.

17. Contact us

Raise a support request in the app, or contact us at hello@drivoo.io or +971 52 111 0154.