Cancellation & Refund Policy

Effective Date: 27 October 2026
Last Updated: 27 October 2026

Welcome to Rydap!

At Rydap, we aim to provide a reliable, convenient, and transparent ride-booking experience. We understand that travel plans may change unexpectedly. This Cancellation & Refund Policy explains how ride cancellations, cancellation charges, refunds, and payment-related disputes are handled on the Rydap platform.

By booking a ride through Rydap, you acknowledge the cancellation and refund conditions described below.

1. Ride Cancellation by Riders

Riders may cancel a booking through the Rydap application, subject to the applicable cancellation conditions.

1.1 Cancellation Before Driver Acceptance

If a rider cancels a booking before a driver accepts the ride, no cancellation charge will normally apply.

Any prepaid amount collected for the cancelled booking will be eligible for a refund, subject to payment verification.

1.2 Cancellation After Driver Acceptance

If a rider cancels after a driver has accepted the booking, a cancellation charge may apply.

The applicable charge may depend on:

• Time elapsed since driver acceptance.

• Distance travelled by the driver towards the pickup location.

• Driver arrival status.

• Applicable service and location-specific cancellation rules.

Where applicable, the cancellation charge will be determined according to the platform's configured pricing rules.

1.3 Cancellation After Driver Arrival

If a driver has reached the pickup location and the rider cancels the booking, a cancellation fee may apply.

Riders are encouraged to be available at the selected pickup location to avoid unnecessary delays and charges.

2. Ride Cancellation by Drivers

Drivers are expected to accept and complete confirmed bookings responsibly.

A driver may cancel a ride in circumstances including:

• Vehicle breakdown or mechanical problems.

• Medical or personal emergencies.

• Unsafe pickup or travel conditions.

• Incorrect or inaccessible pickup locations.

• Other unavoidable operational circumstances.

If a driver cancels a booking before the ride begins, the rider will generally not be charged a cancellation fee.

If a prepaid booking cannot be fulfilled because of driver cancellation, the rider may be eligible for a refund.

3. Cancellation Charges

Cancellation fees are intended to compensate for reasonable time and operational costs associated with cancelled bookings.

Charges may vary based on:

• Ride category and vehicle type.

• Booking status at the time of cancellation.

• Driver travel and waiting time.

• Local operating conditions.

• Applicable promotional offers.

Important: Any cancellation fee will be subject to the cancellation rules configured and communicated by Rydap.

4. Refund Eligibility

A rider may be eligible for a full or partial refund in the following situations:

4.1 Driver Cancellation

A prepaid ride is cancelled by the assigned driver before the journey begins.

4.2 Payment Deducted but Booking Failed

Payment is successfully deducted from the rider's account, but the ride booking is not confirmed.

4.3 Duplicate Payment

The rider is charged more than once for the same booking.

4.4 Incorrect Fare or Billing Error

An incorrect amount is charged due to a verified technical or billing error.

4.5 Service Not Provided

A prepaid ride is not completed because the service could not be provided.

4.6 Other Valid Complaints

Refund requests involving service disruptions or payment disputes may be reviewed individually by the Rydap support team.

Refund eligibility is subject to verification of the booking, payment records, and circumstances of the complaint.

5. Non-Refundable Charges

Refunds may not be available in the following situations:

• A completed ride where the service was provided as booked.

• Valid cancellation fees applied under the applicable rules.

• Verified waiting charges or other applicable service charges.

• Charges arising from misuse of promotional offers.

• Requests involving fraudulent activity or false claims.

This section does not limit any refund or other remedy required under applicable law.

6. Refund Processing

Approved refunds will generally be processed through the original payment method, where supported.

Depending on the payment method and payment provider, refunds may take approximately 5–10 business days after approval.

Actual processing times may vary depending on the bank, payment gateway, and transaction status.

For cash payments, any approved adjustment or refund will be handled according to the available Rydap support and payment procedures.

If a payment has been deducted but the transaction is pending, the rider should check the transaction status before submitting a duplicate payment.

7. Refund Request Procedure

Riders can request assistance with a cancellation or refund through the Rydap application.

Step 1: Open the Rydap application.

Step 2: Navigate to your ride history or booking details.

Step 3: Select the relevant ride.

Step 4: Open the Help or Support section, where available.

Step 5: Submit the issue with the required booking and payment details.

The following information may be requested:

• Booking or Ride ID.

• Registered mobile number or email address.

• Date and time of the booking.

• Payment method.

• Transaction reference number.

• Description of the issue.

• Relevant screenshots or supporting information.

The support team will review the submitted details and determine the appropriate resolution.

8. Refunds for Promotional and Discounted Rides

If a ride was booked using a promotional coupon, discount code, or referral reward, the refund will generally be calculated based on the actual amount paid by the rider.

The value of a promotional discount is not normally refundable as cash.

Reinstatement of a used coupon or promotional benefit is subject to the terms of the applicable offer.

9. Partial Refunds

In certain circumstances, Rydap may approve a partial refund instead of a full refund.

Examples include:

• Verified overcharging.

• Incorrect application of additional charges.

• Partial service delivery.

• Other payment discrepancies.

The approved refund amount will depend on the verified circumstances and applicable platform rules.

10. No-Show Policy

A booking may be treated as a no-show when a rider does not arrive at the designated pickup location within the applicable waiting period.

In such cases:

• The driver may be permitted to cancel the booking.

• Applicable waiting or cancellation charges may be imposed.

• Refund eligibility may be affected.

Riders should keep their registered phone number reachable and provide accurate pickup information.

11. Technical Failures and Payment Issues

If a payment or booking fails because of a technical issue, Rydap will review the relevant transaction records.

Where a payment has been collected without a corresponding confirmed service, the amount may be refunded or reversed after verification.

Riders should avoid making repeated payments until the original transaction status has been checked.

12. Fraudulent Refund Claims

Rydap reserves the right to investigate suspected fraudulent refund requests, repeated misuse of cancellation benefits, or manipulation of payment records.

Where misuse is established, Rydap may restrict the relevant account or decline an invalid refund request, subject to applicable law.

13. Changes to This Policy

Rydap may update this Cancellation & Refund Policy to reflect changes in platform operations, payment procedures, or legal requirements.

Updated terms will be published on the Rydap platform with the applicable revision date.

14. Contact and Support

For questions regarding ride cancellations, payment deductions, or refund requests, please contact Rydap through the Help or Support section of the application.

When contacting support, provide the relevant booking details so the team can review your request efficiently.

Rydap — Ride Anytime, Anywhere.

We are committed to making ride bookings transparent, convenient, and dependable.