Cancellation & Refund Policy

If a Driver cancels a confirmed booking:

• The Rider is never charged a cancellation fee for Driver-initiated cancellations.
• The Rider is immediately re-matched with another available Driver.
• Drivers with high cancellation rates (above 15%) may face reduced request visibility or deactivation review.
• Drivers may not cancel after arriving at pickup without legitimate reason (vehicle breakdown, safety concern, etc.).

If a Carrier cancels after accepting, the Shipper is re-matched at no additional cost.

• Cancel anytime in Account → Subscription → Cancel Plan.
• Access continues through the end of the current paid billing period.
• No partial refunds are issued for unused days in the current period.
• Annual plans (if offered) may be refunded on a prorated basis within 30 days of purchase if the driver has not completed any rides.
• Reactivation is available at any time by selecting a plan in the app.

Refunds may be issued in the following situations:

• Overcharge: You were charged more than the quoted fare at booking.
• Incomplete trip: Driver ended the trip significantly before reaching your destination.
• Route deviation: Driver took a significantly longer route without your consent, resulting in a higher fare.
• Duplicate charge: You were charged twice for the same trip.
• Technical error: Platform malfunction resulted in an erroneous charge.
• Driver cancellation after pre-auth: Your card was pre-authorized before the driver cancelled.

Refunds are generally not issued for:

• Rider-initiated cancellations beyond the free window.
• Completed trips where the service was delivered as booked.
• Dissatisfaction with the driver (use the rating system to provide feedback).
• Traffic delays or longer-than-expected trip duration.

To request a refund:

• Open the app → Trip History → Select the trip → Request Refund.
• Select the reason and provide supporting details.
• Our team reviews the request within 2 business days.
• Approved refunds are processed to your original payment method.

Altralo may waive cancellation fees or issue courtesy refunds at our discretion in exceptional circumstances, including:

• Verified medical emergencies (documentation may be required).
• Natural disasters, severe weather, or public safety emergencies in your area.
• Documented platform errors or outages affecting your booking.

To request an exception, contact support within 48 hours of the affected trip with relevant documentation.

If you disagree with a refund decision, you may escalate by contacting billing@altralo.com and requesting a senior review. Please include your trip ID, the original refund request number, and the reason for escalation. Escalated decisions are typically resolved within 5 business days.

Filing a chargeback with your bank without first going through our dispute process may result in account suspension during investigation.