At OnRoad Ride, we strive to provide flexible and convenient ride services. However, we understand that plans can change. This Order Cancellation Policy outlines the conditions under which rides can be canceled, as well as any associated fees.

1. Ride Cancellation by Passengers

Passengers can cancel a ride through the OnRoad Ride app before the driver arrives or within the allowed time window. Cancellation policies are as follows:

a. Before Driver Assignment

If you cancel a ride request before a driver is assigned, no cancellation fee will be charged.

b. After Driver Assignment

If you cancel a ride after a driver has been assigned but before they arrive at the pickup location, a cancellation fee may be charged, depending on how far the driver has traveled. This fee helps to compensate the driver for their time and fuel.

c. No-Show or Late Cancellation

If the driver arrives at your pickup location, waits for the designated waiting period (as shown in the app), and you fail to show up, or if you cancel the ride after the driver has arrived, a no-show or late cancellation fee will be applied.

2. Driver Cancellation

Drivers may cancel a ride if they are unable to reach the pickup location due to unforeseen circumstances or if the passenger provides incorrect or incomplete pickup details. In these cases, you will be notified immediately, and no cancellation fee will be charged.

However, repeated cancellations by passengers may result in temporary or permanent suspension from the platform.

3. Cancellation Fees

Cancellation fees are determined by various factors, including:

• How far the driver has traveled towards the pickup location
• Time of cancellation relative to the driver’s arrival
• City-specific policies

The applicable fee will be clearly displayed in the app at the time of cancellation.

4. Refunds

• Eligible Cancellations: If your cancellation falls within the allowed window (before driver assignment or within a specified grace period), you will not be charged, and any pre-paid amount will be refunded to your account or original payment method.
• Ineligible Cancellations: Cancellations made after the allowed time or after driver arrival may result in no refund, and the cancellation fee will be charged.

Refunds will be processed within 7 business days and may vary depending on your payment method or financial institution.

5. How to Cancel a Ride

• Open the OnRoad Ride app.
• Navigate to your Upcoming Rides section.
• Select the ride you wish to cancel and follow the on-screen instructions to complete the cancellation.

6. Disputing a Cancellation Fee

If you believe you were incorrectly charged a cancellation fee or have concerns about your cancellation, you can contact us at info@onroadride.com or through the in-app support feature. We will review the situation and may issue a refund if the cancellation was processed in error.

7. Changes to the Cancellation Policy

We may update this Cancellation Policy from time to time. Changes will be posted on the app and website, and your continued use of the service constitutes your acceptance of the revised terms.

8. Contact Us

If you have any questions or concerns about this Cancellation Policy, please contact us:

• Email: info@onroadride.com
• Phone: +923466000155
• Adress: OFFICE NUMBER 38 & 39, 1ST FLOOR VALENCIA TOWER, VALENCIA TOWN K1, LAHORE, Pakistan