Refund & Cancellation Policy

Last updated 24 September 2026

1. Ride fares are not refunded by us

NexoRidePK does not collect or hold ride fares. The fare is paid directly by the passenger to the fleet partner, so we cannot refund it. Any fare dispute must be raised with your partner directly.

Where a partner behaves unfairly, report it — we can review booking records and remove partners who repeatedly fail passengers, even though we cannot move money on your behalf.

2. Passenger cancellations

A passenger may cancel a booking at any time before the journey begins.

• Before a bid is accepted — no consequence to anyone. Nothing has been charged.
• After a bid is accepted, outside the cancellation window — the partner's consumed credit is refunded in full to their wallet.
• After a bid is accepted, inside the cancellation window — the credit is not automatically refunded, because the partner has likely already committed a vehicle and driver. The partner may raise a dispute.

Repeated late cancellations may result in a passenger account being restricted.

3. Partner cancellations

A fleet partner who cancels an accepted booking does not receive their credit back. The passenger is notified immediately and the journey is returned for re-bidding where time allows.

Frequent partner cancellations reduce ranking and may lead to suspension. Accepting bids you cannot fulfil damages passengers more than not bidding at all.

4. No-shows

Passenger no-show. Where a partner arrives at the agreed pickup point at the agreed time and the passenger does not appear, the partner may raise a no-show dispute with evidence. If upheld, the consumed credit is refunded.

Partner no-show. Where a partner fails to arrive, the passenger should report it. The partner's credit is not refunded, and repeated no-shows lead to removal from the platform.

5. Raising a dispute

Disputes must be raised within a reasonable period after the scheduled journey, through the app. Include what happened, when, and any supporting evidence such as photographs, call logs or messages.

Our team reviews each dispute and decides whether a credit refund applies. Decisions are recorded against the booking so both sides can see the outcome and the reason.

6. NexoCredits top-ups

Credit purchases are generally final, because credits are consumed immediately on winning bids and have no cash value.

We will refund a top-up where it was duplicated in error, charged incorrectly, or credited to the wrong account. Contact support with the payment reference.

Credits cannot be purchased before your partner account is approved. Nobody pays for access they do not yet have.

Where an account is closed by us for breach of the Terms & Conditions, unused credits may be forfeited.

7. Contact

Disputes and refund queries: support@nexorides.pk