Ride Cancellations and Refunds Policy

1. INTRODUCTION

Thank you for choosing our services. We understand that sometimes it may be necessary for you to cancel your ride, and we want to make that process as smooth as possible.

This Agreement is between Hitchhyke LLC, 5940 S Rainbow Blvd Ste 400 #931222 Las Vegas NV 89118-2507 US. (“we”, “us”, “our”), and you, the user (“you”, “your”, etc.). Please read this entire agreement (“Agreement”), which governs rides you book or accept from our Platform. This Agreement is hereby, through this reference, construed as a part of our Terms.

This Agreement may be periodically updated, and your continued use of the Platform, after we notify you of such updates, constitutes your acceptance of its terms. If you do not accept the updated terms as may be posted by us from time to time, your access to the Platform shall be terminated immediately.

You hereby, through this reference, understand that you will adhere to the terms of this Agreement and Terms and all other operating rules, policies, and procedures that may be issued periodically on the Platform by us, each of which is incorporated by reference periodically by us.

By clicking on the checkbox and clicking on "I Agree" whenever prompted, you acknowledge that you have read this Cancellations and Refunds Policy, understand it, and agree to be bound by its terms and conditions. If you do not agree to the terms of this Cancellations and Refunds Policy, do not use our Platform services.

2. TERMS FOR CANCELLING A RIDE (USERS)

2.1 If a Rider wishes to cancel a ride that has not yet started, you can do so through the Platform. When the Rider selects the cancel option, a pop-up screen with the following list of non-exhaustive reasons will appear:

2.1.1  Driver denies the trip

2.1.2  Driver is late

2.1.3  I do not need the trip anymore

2.1.4  Other

2.2 The Rider must select a reason for canceling the trip from the options provided. Once the ride is canceled, the Driver will be notified immediately.

2.3 If the Rider needs to cancel or reschedule a scheduled ride, you must do so at least 1 hour before the scheduled pickup time. Failure to do so may result in a cancellation fee as may be specified on the Platform.

Please note that if the Rider cancels the ride after the Driver has already arrived at the pickup location, a cancellation fee may be applied as may be specified on the Platform. We are not liable for any disputes that may arise between the Rider and Driver due to cancellation fees.

3. TERMS FOR CANCELLING A RIDE (DRIVERS)

3.1 If a Driver needs to cancel a ride before starting it, you can do so by selecting the cancel option in the app. A pop-up window will appear with a non-exhaustive list of the following cancellation reasons:

3.1.1  Customer does not need the trip anymore

3.1.2  Customer booked another cab

3.1.3  Customer is not picking up the call

3.1.4  Other

3.2 The Driver may cancel a ride up to 1 hour before the scheduled ride without any obligation to provide a reason for cancellation. In the event of cancellation within 1 hour of the scheduled ride, the Driver may be requested to provide a valid reason for cancellation as may be requested by Hitchhyke via the Platform, or otherwise.

It is important for Drivers to provide an accurate reason for canceling the ride. If a Driver frequently cancels rides without valid reasons, it may affect their rating and reputation on the Platform. Additionally, the Rider will be notified of the cancellation and the reason provided by the Driver.

4. RIDE CANCELLATION FEE CONDITIONS

4.1 Please note that if as a Rider you cancel your ride, you may be charged a cancellation fee under the following circumstances:

4.1.1  If you cancel more than 30 seconds after the driver has accepted your ride request.

4.1.2  For non-scheduled rides, if you cancel when the Driver is estimated to arrive within 5 minutes of the original estimated arrival time.

4.1.3  If you cancel 3 or more rides within a 15-minute timeframe.

4.1.4  The cancellation fee is intended to compensate the driver for their time and fuel, and the amount may vary on a variety of factors including without limits, the level of demand at that time, distance traveled by the driver, and any applicable administrative costs.

4.1.5  The cancellation fee is charged to the Rider's account/card on file as well as deductible from any refunds or credits, if applicable. The specific amount of the cancellation fee will be communicated to the rider prior to confirming the cancellation.

Please note that the cancellation fee and time frame are subject to change and may be adjusted periodically based on market conditions and operational considerations.

5. NO-SHOW CANCELLATIONS

If the Rider has made a booking and the Driver has arrived at the pickup location but you are not present, you may be charged a no-show fee. The Driver will wait for the allotted time or longer and attempt to contact you, or you should contact the Driver in case of any delay or issue. The fee is meant to compensate the Driver for their time and fuel, and the amount may vary on a variety of factors including without limits, the level of demand at that time, distance traveled by the driver, and any applicable administrative costs.

6. DISPUTING CANCELLATION FEES

If you believe that you have been charged a cancellation fee in error, you can dispute it by contacting our customer support team within 24 hours of the trip. You will need to provide details of the trip, including the pickup and drop-off locations, the driver's name, and the time and date of the trip. Our team will investigate your claim and will refund the fee if it is found to have been charged in error. Please note that any false claims of incorrect cancellation fees may result in the suspension or termination of your account.

7. NO REFUNDS

We do not provide any refunds for any rides you may have availed via the Platform. In the event that you request a refund for any reason outside the scope of this Agreement, we shall not be liable to disburse any refunds to you unless such refund is mandated by applicable laws. We reserve to provide you with any refunds we deem to be appropriate in our sole discretion.