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Refund and Cancellation Policy


1. Cancellation Policy


1.1. Cancellation by Passenger:
  • Before Driver Allocation: Passengers can cancel their ride without any charges before a driver is allocated.
  • After Driver Allocation: If a ride is canceled after a driver has been allocated, a cancellation fee may apply. This fee will be communicated at the time of booking and may vary based on the service type (Bike & Auto).
  • No Show: If the passenger does not show up at the pickup location within 10 minutes of the driver’s arrival, it will be considered a no-show, and a cancellation fee may apply.

1.2. Cancellation by Driver:
  • If a driver cancels the ride due to unforeseen circumstances, the passenger will not be charged any cancellation fee. In such cases, we will endeavor to allocate another driver promptly.

2. Refund Policy


2.1. Eligibility for Refund:
  • Cancellations Before Pickup: If a ride is canceled by the passenger before the driver arrives at the pickup location, any prepaid amount will be refunded, after deducting applicable cancellation fees.
  • Service Issues: If a ride is canceled by the driver or if the service is not delivered as promised (e.g., driver does not show up, vehicle condition is unacceptable), a full refund will be processed.
  • Overcharges: Any overcharges or incorrect fare deductions will be reviewed and refunded accordingly.

2.2. Refund Process:
  • Mode of Refund: Refunds will be processed through the original payment method used at the time of booking.
  • Timeframe: Refunds will be initiated within 7 business days of the cancellation or issue resolution. However, the time it takes for the refund to reflect in the passenger's account may vary depending on the payment provider or bank.

2.3. Non-Refundable Charges:
  • Certain charges such as tolls, parking fees, or additional services availed during the ride are non-refundable unless a service issue is identified.

3. General Terms

  • Policy Updates: We reserve the right to update or modify this refund and cancellation policy at any time. Changes will be communicated through our app and website.
  • Contact Us: For any questions or concerns regarding cancellations or refunds, passengers can contact our customer support team via email at info@mayottetaxico.com .