Refund Policy

At OnRoad Ride, we prioritize customer satisfaction and strive to provide a smooth ride experience. This Refund Policy outlines the conditions under which refunds are issued for rides booked through our app.

1. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

  • Ride Cancellation by Driver: If a driver cancels your ride and no suitable alternative is provided, you are entitled to a full refund of any pre-paid amount.

  • Service Issues: If you experience significant service issues (e.g., the driver didn’t show up, the ride was not as described, or there was a payment issue), you may be eligible for a partial or full refund.

  • Duplicate Charges: If you are charged multiple times for the same ride due to a technical error or payment glitch, the extra charges will be refunded.

2. Non-Refundable Situations

Refunds will generally not be provided in the following situations:

  • Passenger Cancellations: If you cancel a ride after the driver has been assigned or after the driver has arrived at the pick-up location, a cancellation fee may apply, and the remaining amount may not be refunded. Refer to our Order Cancellation Policy for more details.

  • No-Show by Passenger: If you do not show up at the designated pick-up location within the allotted waiting time, the ride will be considered canceled, and no refund will be issued.

  • Completed Rides: Once a ride has been completed, no refunds will be issued unless a valid complaint is lodged and verified.

3. How to Request a Refund

If you believe you are eligible for a refund, you can request it by following these steps:

  • In-App Support: Open the OnRoad Ride app, navigate to the ride in question, and select the “Report Issue” or “Request Refund” option. Provide the necessary details about your claim.

  • Email Support: Contact us at support@onroadride.com with the following information:

    • Your name
    • Ride details (date, time, and ride ID)
    • Reason for requesting a refund

4. Refund Process

Once your refund request is received, we will investigate the claim and notify you of our decision within 7 business days. Approved refunds will be processed as follows:

  • Payment Method: Refunds will be credited back to the original payment method used for the ride. If you paid via credit/debit card, the refund may take 7 business days to appear in your account, depending on your financial institution.

  • Refund Amount: The amount refunded will reflect the portion of the ride or fees eligible for reimbursement based on the circumstances of your request.

5. Dispute Resolution

If you believe your refund request was unfairly denied, you may escalate the issue by contacting our customer support team at info@onroadride.com. We will review your case and provide a final decision.

6. Changes to the Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on our website and app. Your continued use of our services after changes have been made constitutes your acceptance of the updated policy.

7. Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:

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