Refund & Cancellation Policy

Effective Date: April 14, 2026

1. Wallet Top-Up Refunds

When you top up your Drive X wallet using a credit/debit card or Vodafone Cash:

• Successful Top-Ups: Once funds are added to your wallet, they are available for use immediately. Wallet balance is non-refundable to your original payment method under normal circumstances.
• Failed Transactions: If your payment was charged but the wallet was not credited due to a technical error, contact our support team. We will verify the transaction with Paymob and credit your wallet within 3-5 business days.
• Duplicate Charges: If you were charged twice for the same top-up, the duplicate amount will be refunded to your original payment method within 7-14 business days after verification.

2. Ride Cancellation Policy

A. Customer Cancellation

• Before Driver Acceptance: You may cancel a ride request at any time before a driver accepts it, free of charge.
• After Driver Acceptance: If you cancel after a driver has been assigned, a cancellation fee may apply depending on how long the driver has been en route.

B. Driver Cancellation

• If a driver cancels your ride, you will not be charged any fee.
• You will be automatically matched with another nearby driver.

C. No-Show

• If the driver arrives at the pickup location and the rider does not show up within the designated waiting period, the ride may be cancelled and a no-show fee may apply.

3. Shuttle Booking Cancellation

• Before Payment Processing (Pending Status): You may cancel your shuttle seat reservation for free. The full fare will be returned to your wallet.
• After Payment Has Been Deposited: Once the driver has accepted the trip and payment has been processed (deposited status), cancellation is not eligible for refund. This is because the seat has been reserved and the driver has committed to the route.
• Trip Not Completed by Driver: If the shuttle trip is cancelled by the driver or does not operate as scheduled, the full fare will be refunded to your wallet automatically.

4. Shipping Cancellation

A. Instant Shipping

• Before Driver Pickup: Cancel for free before the driver picks up your package.
• After Pickup: Once the package has been picked up, the shipping fee is non-refundable.

B. Heavy Shipping

• Before Driver Acceptance: Cancel for free.
• After Price Agreement: If both parties agreed on a price and the driver has started preparing, a partial cancellation fee may apply.

5. Fare Disputes

If you believe you were charged incorrectly for a ride or service:

• Contact our support team within 7 days of the trip with the trip details.
• We will review the GPS data, route, and fare calculation.
• If a fare adjustment is warranted, the difference will be credited to your wallet within 3 business days.

6. How to Request a Refund

To request a refund or report a billing issue:

• Email: innovationsfajr@gmail.com (include your account email, trip date, and description of the issue)
• Phone: +201066012828

All refund requests are reviewed within 3 business days. Approved refunds to your wallet are processed immediately. Refunds to your original payment method (card/Vodafone Cash) may take 7-14 business days depending on your bank or payment provider.