This Cancellation & Refund Policy outlines the terms and conditions governing the cancellation of rides and the process for obtaining refunds through the MyKwik platform, applicable to both the website and the mobile app.
1.2. Applicability
This policy applies to all users of the MyKwik ride-hailing services, including passengers and Samurais (drivers/captains), and covers cancellations initiated by either party.
1.3. Modifications
MyKwik reserves the right to modify this policy at any time. Changes will be effective immediately upon posting on the website or mobile app, and continued use of the service constitutes acceptance of the updated policy.
2. Ride Cancellation by Passengers
2.1. Free Cancellation Period
Passengers can cancel a ride request without incurring a cancellation fee within a specified time frame after booking (e.g., within 2 minutes of the Samurai accepting the ride).
The exact free cancellation period will be displayed during the booking process.
2.2. Cancellation Fees
If a passenger cancels a ride after the free cancellation period, a cancellation fee may apply.
The amount of the cancellation fee will be based on factors such as the distance the Samurai has traveled towards the pickup location, the type of vehicle requested, and the time elapsed since booking.
Cancellation fees are automatically charged to the passenger’s chosen payment method.
2.3. No-Show Policy
If a passenger fails to show up at the designated pickup location within a reasonable time (e.g., 5 minutes) after the Samurai arrives, the Samurai may cancel the ride, and a no-show fee may be charged.
The no-show fee will be similar to the cancellation fee and will be charged to the passenger’s payment method.
2.4. Ride Modifications
If a passenger requests significant changes to the ride details (e.g., destination change) after the Samurai has accepted the ride, the Samurai may choose to cancel the ride without penalty.
In such cases, passengers may need to rebook the ride with the updated details.
2.5. Refunds for Cancellations
Passengers who cancel rides within the free cancellation period or who are eligible for a refund under other provisions of this policy will receive a full refund of any pre-authorized payment amounts.
Refunds will be processed to the original payment method and may take 3-10 business days to reflect in the passenger’s account.
3. Ride Cancellation by Samurais
3.1. Samurai-Initiated Cancellations
Samurais may cancel a ride for reasons such as inability to locate the passenger, vehicle issues, safety concerns, or if the passenger requests modifications that are not feasible.
Samurais must provide a reason for cancellation, which will be communicated to the passenger.
3.2. Impact on Passengers
If a Samurai cancels a ride, the passenger will be notified immediately through the app or SMS.
Passengers will not be charged a cancellation fee if the Samurai initiates the cancellation.
MyKwik will automatically attempt to reassign a new Samurai to the passenger’s ride request.
3.3. Repeated Cancellations
Samurais who repeatedly cancel rides without valid reasons may face penalties, including temporary suspension or permanent deactivation of their MyKwik account.
3.4. Refunds for Samurai Cancellations
If a passenger is charged before a Samurai cancels a ride, the full amount will be refunded to the passenger’s original payment method.
Refunds for Samurai-initiated cancellations will be processed promptly, typically within 1-5 business days.
4. Refund Policy
4.1. Eligible Refunds
Refunds are generally only issued under specific circumstances, such as ride cancellations due to Samurai error, technical issues with the app, or if the service was not delivered as expected.
Passengers can request a refund through the MyKwik app or website by providing details of the issue.
4.2. Refund Processing
Approved refunds will be processed back to the original payment method used for the ride.
The processing time for refunds may vary depending on the payment method, but typically takes 1-5 business days.
4.3. Non-Refundable Scenarios
Refunds are not provided for cancellations outside the free cancellation period unless the Samurai cancels the ride or if the cancellation was due to a MyKwik system error.
Fare adjustments due to traffic delays, route changes initiated by the passenger, or other factors beyond MyKwik’s control are not eligible for refunds.
5. Dispute Resolution
5.1. Filing a Dispute
Passengers who believe they have been unfairly charged or denied a refund can file a dispute through the MyKwik app or website.
The dispute must be filed within 24 hours of the ride in question.
5.2. Dispute Investigation
MyKwik will investigate the dispute by reviewing ride details, communications between the passenger and Samurai, and any other relevant information.
The passenger will be notified of the outcome of the investigation within 1-8 business days.
5.3. Final Resolution
If the dispute is resolved in favor of the passenger, a refund will be issued as described in Section 4.
If the dispute is resolved in favor of the Samurai, no refund will be provided, and the decision will be considered final.
6. Contact Information
6.1. Customer Support
For questions or concerns regarding this Cancellation & Refund Policy, passengers can contact MyKwik customer support through the app or website.
Support is available [24/7 or during specified hours], and response times may vary.
6.2. Feedback
MyKwik welcomes feedback on its services, including this policy, which can be submitted through the feedback section in the app or website.
