Refund & Cancellation Fee Policy

Overview

At Driveey, we maintain a high-standard, reliable marketplace for Passengers and Drivers. Cancellation fees compensate partners for their time and resources when bookings are disrupted. Incurred fees are recorded as a Negative Balance (debt) in the user's virtual wallet and are reconciled according to the applicable intra-city or inter-city policy.

Platform Terms of Use and City-to-City service rules are set out in our Terms & Conditions. General personal-data practices are in our Privacy Policy. Wallet, fee, and refund-related data handling for cancellations is described on this page.

Instant Ride (Intra-City) Cancellation & Reliability

To ensure the integrity of our booking system and to compensate partners for their time and resources, the following tiered cancellation framework applies to Instant Ride bookings.

Passenger Cancellation Guidelines

• 3-minute grace period: Cancellations within three (3) minutes of Driver acceptance are exempt from financial penalty.
• Daily free quota: Passengers receive two (2) complimentary cancellations per day within the grace period.
• Post-quota charge: After the free quota, a Cancellation Fee of 50 PKR applies for each of the next three (3) cancellations.
• Wallet integration: Fees are recorded as a Negative Balance in the Passenger's virtual wallet and automatically cleared on the next ride.
• Weekly threshold: Exceeding ten (10) cancellations per week may result in a 24-hour suspension and a "Spammy User" badge affecting reliability scores.

Driver Cancellation & Professional Conduct

• Operational grace: Drivers may cancel one (1) ride per day without penalty within three (3) minutes of acceptance.
• Service disruption fee: Subsequent cancellations (up to 3 per day) incur a 50 PKR fee debited from the Driver's wallet.
• Reliability metrics: After the first free cancellation, every subsequent cancellation adjusts the Driver's internal rating downward.
• Weekly threshold: Ten (10) cancellations per week may trigger a 24-hour suspension and a Reliability Review before reinstatement.
• Debt settlement: Accrued cancellation fines appear as a Negative Balance. Drivers must keep a positive or neutral balance to keep receiving requests.

Inter-City (Carpool) Cancellation & Reliability

Inter-city travel requires advance coordination and fuel allocation. Seat-based protocols apply to all city-to-city bookings:

Passenger Inter-City Protocols

• 5-minute planning window: Cancellations within five (5) minutes of booking confirmation are exempt from financial penalties.
• Single-seat fee: After the grace period, a Service Commitment Fee of 150 PKR applies for a single-seat booking.
• Multi-seat fee: After the grace period, 100 PKR per seat is charged (e.g., 3 seats = 300 PKR).
• Mandatory debt: Penalties are recorded instantly as Negative Liability in the wallet. On the next passenger ride, outstanding cancellation debt is aggregated with the trip fare and must be paid in full to the Driver. Failure to settle may permanently restrict booking privileges.

Driver Inter-City Obligations

• Emergency window: Drivers may cancel within five (5) minutes of acceptance without penalty.
• Service breach fee: After the window, Driver-initiated cancellations incur 150 PKR per seat reserved.
• Rating adjustment: Each post-window cancellation lowers the Driver's reliability rating and may affect eligibility for high-demand routes.
• Wallet liability: Fees are debited as Negative Liability (System Debt) in the Driver's wallet and must be repaid to the Platform.

Wallet & Payment Data for Fees and Refunds

This section covers privacy practices that apply specifically to cancellation fees, wallet balances, fee reviews, and refund adjustments. Broader personal-data practices (identity, location, cookies, retention, and deletion) remain in our Privacy Policy.

• What we store for fees: Trip identifiers, cancellation timestamps, fee amounts, wallet Negative Balance / liability records, and Fee Review Request details submitted for a refund or reversal.
• Why we use it: To apply and reconcile cancellation fees, clear wallet debt on subsequent rides, process Fee Review Requests, and prevent fraud or misuse of complimentary cancellation quotas.
• Who may see it: Driveey support staff for reviews; payment vendors (e.g. JazzCash, Easypaisa, bank transfer) only as needed to settle balances; and the relevant Driver or Passenger where fare + outstanding penalty must be paid together.
• Retention: Wallet and fee records are kept as long as needed for accounting, dispute handling, and legal reporting, then deleted or anonymized consistent with our Privacy Policy.

When Fees May Be Reversed

If you believe a cancellation fee was applied erroneously, you may be eligible for a fee review when:

• The fee was charged due to a technical glitch.
• The other party was unresponsive.
• Other clear evidence shows the charge was applied in error.

Fee Review Requests must be submitted within 24 hours of the incident via the Driveey Support Center.