At Saffar ("we", "our", "us"), we aim to provide a smooth and reliable carpooling experience. This Refund Policy outlines the conditions under which refunds may be issued.
1. Wallet Top-Up
- Wallet top-ups are generally non-refundable once successfully processed.
- In case of failed or duplicate transactions, the amount will be refunded to the user's original payment method or wallet.
2. Ride Cancellation
a) By Passenger
- If a passenger cancels a ride within the allowed cancellation time, a full or partial refund may be issued.
- Late cancellations may not be eligible for refunds.
b) By Driver
- If a driver cancels a ride, passengers will receive a full refund to their wallet.
3. Failed Transactions
- If a payment fails but the amount is deducted, the refund will be processed within 3–5 working days.
- Users should contact support if the issue persists.
4. Refund Method
Refunds may be processed via:
- User wallet balance
- Original payment method (depending on payment provider)
5. Processing Time
- Refunds are typically processed within 3–5 working days
- In some cases, delays may occur due to banking or payment gateway processing times
Most refunds reach your wallet within minutes. Bank-routed refunds (to a card or account) can take up to 5 working days depending on your payment provider.
6. Non-Refundable Cases
Refunds will not be issued in the following cases:
- Completed rides
- User no-shows
- Violations of platform policies
Repeated no-shows or policy violations may also result in account restrictions, in line with our Terms & Conditions.
7. Disputes
If you believe a refund is incorrectly denied, you may contact us for review. We'll investigate every dispute fairly and respond within 3 working days.
8. Contact Us
For refund-related queries:
By using Saffar, you agree to this Refund Policy.