Cancellation and Refund Policy

Goencar Taxi Driver Cancellation and Refund Policy

This policy outlines the cancellation and refund terms for both drivers and passengers using the Goencar Taxi app.

Driver Cancellations:

• Before Accepting a Ride: Drivers are free to decline ride requests without penalty.
• After Accepting a Ride:
  • Valid Reasons (No Penalty): Drivers can cancel a ride without penalty due to emergencies, vehicle breakdowns, or other unforeseen circumstances beyond their control. They must promptly inform Goencar Taxi support through the in-app SOS button or designated support channel and provide a valid explanation.
  • Unforeseen Delays: Drivers who are significantly delayed due to factors outside their control (e.g., traffic accidents) should communicate with the passenger through the app and Goencar Taxi support to find a solution.
  • Unreasonable Cancellations: Drivers who cancel a ride after accepting it without a valid reason may be subject to penalties, including temporary or permanent account deactivation, at Goencar Taxi’s discretion.

Passenger Cancellations:

• Before Driver Arrives: Passengers can cancel rides without penalty before the driver arrives at the pick-up location.
• After Driver Arrives: Passengers who cancel after the driver has arrived at the pick-up location may be charged a cancellation fee. The fee amount will be determined by factors such as the time elapsed since the driver’s arrival and may be deducted from the passenger’s payment method linked to the app.

General Refund Policy:

• Prepaid Rides (if applicable): If a ride is prepaid and subsequently cancelled by the passenger before the driver arrives, a full refund will be processed within the 7 working day’s in your account.
• Cash Rides: In the case of cash rides cancelled by the passenger after the driver arrives, no refunds will be issued. However, passengers are encouraged to communicate directly with the driver to reach a mutually agreeable solution.

Dispute Resolution:

If a driver or passenger disagrees with a cancellation fee, they can contact Goencar Taxi support through the app or designated support channel to explain the situation and request a review. Goencar Taxi will investigate the issue and make a final decision based on available information.

Additional Notes:

• Goencar Taxi reserves the right to modify this policy at any time.
• This policy is intended to be fair and transparent for both drivers and passengers.
• For any questions regarding cancellations or refunds, please contact Goencar Taxi support.