Cancellations & Refunds

This policy explains when a ride can be cancelled, when a fee applies, and when and how you can get a refund. It is part of our Terms of Service. Any fee that applies is shown in the app before you confirm.

• You are not charged any fee.
• The app looks for another driver for you at once.
• If no driver is available, we tell you and you can book again.

You may be eligible for a refund when:

• You were charged but the trip did not happen.
• You were charged more than the fare shown because of a technical error, for example a wrong route calculation.
• The driver took a much longer route without a good reason.
• Money was taken but the ride was cancelled before the driver arrived.
• You were charged twice for the same trip.

• The trip was completed as expected.
• A cancellation fee was applied correctly.
• The ride was cancelled because of rider misconduct.
• The fare changed because you asked to change the route or destination.
• A surge price was shown and accepted before you booked.

1. 1Open the app and go to Ride History. Choose the trip.
2. 2Choose “Report an issue” and describe what went wrong.
3. 3We review your request within 3 to 5 business days.
4. 4An approved refund goes back to the original payment method within 5 to 7 business days after approval. The time your bank takes is outside our control.

A tip is a voluntary payment to the driver. If you were charged twice for a tip, or a tip was taken by mistake, report it in the app and we will look into it.

If you disagree with a cancellation fee or a refund decision, write to us with the ride ID and what happened. We aim to reply within 48 hours. If it is still not resolved, you can use the grievance process in our Privacy Policy or approach a consumer forum.

Email: admin@bukeride.com. In the app: Profile, Help Centre, Ride Issues.