Cancellation & Refund Policy

Overview

This policy explains when a ride can be cancelled, when a fee applies, and how refunds work. It forms part of our Terms & Conditions.

Two principles run through it. You are never charged for a cancellation you did not cause — if a driver cancels or no driver is found, there is nothing to pay. And the app tells you the fee before you confirm, so a cancellation charge is never a surprise on a receipt.

The amounts and time windows below are configured per city, vehicle category and zone. The figures that apply to your ride are shown in the app.

Cancellation by a rider

You can cancel a booking from the ride screen in the app at any point before the trip starts.

When you cancel	What happens
Before a driver accepts	Free. Nothing is charged.
Within the free window after a driver accepts (the window set for your city and vehicle category, shown in the app)	Free. Nothing is charged.
After the free window	A cancellation fee may apply. The fee is set per city and vehicle category, and the app shows it before you confirm the cancellation.
A scheduled ride, before dispatch begins	Free.

The free window is measured from the moment a driver accepts, not from when you booked — the fee exists because a driver has started travelling towards you, and that is the point at which they begin to lose time.

The free window and the fee are configured per city, vehicle category and zone by our operations team, and the app shows the figure that applies to your ride before you confirm. This page describes the rule rather than quoting an amount it could not keep accurate.

A fee is waived where the cancellation was not your fault. See when a fee is waived.

Cancellation by a driver

A driver may be unable to complete a trip — a vehicle problem, an emergency, or an inability to reach the pickup point. If a driver cancels:

• You are not charged.
• We look for another driver automatically and tell you what is happening.
• If you had already paid, the amount is returned in full.

Driver cancellations are recorded against the driver's account. Repeated cancellations after acceptance are reviewed and may lead to suspension.

No-shows

If a rider does not appear

A driver who reaches the pickup point waits 5 minutes and attempts to contact you through the app. If you still cannot be found, the driver may end the booking as a no-show, and a fee may apply on the same basis as a late cancellation.

If a driver does not appear

If a driver accepts but does not arrive, or stops moving towards you, cancel from the ride screen — a cancellation caused by the driver is not charged to you — and book again. If you were charged in that situation, tell us and we will refund it.

When a cancellation fee is waived

A cancellation fee is not charged where the cancellation was not your fault. That includes:

• The driver was not moving towards the pickup point, or was moving away from it;
• The driver asked you to cancel;
• The vehicle or driver did not match what the app showed;
• The driver could not be contacted;
• There was a safety concern;
• The app or the platform malfunctioned;
• The pickup was impossible to reach for reasons outside your control.

If a fee was charged in any of these circumstances, raise it against the ride in the app or write to support@pikmego.com and we will review the trip record and refund it where it applies.

Failed and incomplete rides

• No driver found. If nobody accepts your request, the booking closes and nothing is charged.
• A ride that ended early. If a trip could not be completed — a breakdown, an accident, a safety incident — tell us. We review the trip record and adjust or refund the fare as appropriate to how far you actually travelled.
• A trip recorded incorrectly. If a trip was started or ended at the wrong point and the fare is wrong as a result, report it and we will correct it against the recorded route.

Duplicate charges and failed payments

Duplicate payments

If you are charged twice for the same ride, report it with the date and the amount. Once we have confirmed the duplicate with our payment provider we refund it to the original payment method.

Payments that failed but were debited

Occasionally a payment is debited by your bank while the provider reports it as failed. These usually reverse automatically within the bank's own settlement period. If it has not reversed, tell us — with the date, the amount and the reference — and we will trace it with the provider.

Payments that failed and left a balance

If a digital payment fails after a ride, the fare remains due. It appears as an outstanding amount in the app and may prevent further bookings until it is settled. This is not a penalty; it is the fare for a ride you took.

Disputing a fare or a charge

Cash rides

Cash is settled directly with the driver, so we do not hold the money. If you believe you were asked for more than the fare shown in the app, report it against the ride. We can see what the platform calculated and will take it up with the driver; where a driver has overcharged, that is a breach of our Terms.

Digital payments

Raise the dispute against the ride in the app. We examine the recorded route, the timings and the fare breakdown, and correct anything charged in error. Where a refund is due it goes back to the original payment method.

Please raise a dispute with us before initiating a chargeback with your bank. A chargeback opened while we are investigating tends to freeze the matter rather than resolve it.

How to request a refund

1. Open the ride in your ride history in the app.
2. Raise a request against it. It reaches support with the trip, the driver, the route and the payment already attached.
3. Or write to us at support@pikmego.com with the date, the pickup point and the amount, if you no longer have the app.
4. We review the trip record and tell you the outcome and the reason for it.

Raise it as soon as you notice — a request made close to the ride is quicker to verify.

How refunds are processed

• Refunds go back to the original payment method. We cannot redirect a card refund to a different card or to a bank account.
• Once approved, we issue the refund within 5–7 business days.
• The time for it to appear on your statement is then set by your bank or card issuer, not by us.
• Where a ride was paid from your in-app wallet, the refund returns to the wallet.
• A partial refund is possible where only part of a fare is disputed — for example, a waiting charge.

You will be told when a refund has been issued, and an approved refund appears against the ride in your history.

Cancellations and drivers

For drivers:

• Declining a ride request costs nothing and does not affect your account by itself.
• Cancelling after accepting is recorded and counts towards your cancellation rate. A persistently high rate is reviewed and may lead to suspension.
• Where a rider cancels late or does not appear, any cancellation fee collected is applied as configured for your city; the app shows what you received for that booking.
• A cancellation caused by a safety concern is not held against you. Report it so the record reflects what happened.

Contact

Questions about a cancellation, a fee or a refund:

• In the app — against the ride in question. The fastest route.
• Email — support@pikmego.com
• Escalation — grievance@pikmego.com, if support has not resolved it.

PikMeGo may update this policy; the "last updated" date above reflects the current version.