Rider Refund Policy

At SecureCab, we aim to ensure every trip goes smoothly. However, we understand that issues can occur. If a trip doesn’t meet your expectations, you can rate your driver in the app or contact our Support team. In certain cases, your report may qualify under our Rider Refund Policy.

Reporting Issues

If you experience a problem, please contact us within 30 days of the trip. Each report is reviewed individually and at SecureCab’s sole discretion.

SecureCab is a marketplace that connects riders and drivers. Before starting your trip, you’ll be provided with:

• Pricing and time estimates, including the upfront fare and estimated time of arrival
• Driver and vehicle details, such as name, vehicle type, and license plate

As a rider, it’s your responsibility to ensure this information meets your expectations before accepting the trip. Once you accept, you agree to the terms of service and payment obligations.

 

When You May Be Eligible for a Refund

You may qualify for a full or partial refund in situations such as:

• A fare or fee was charged in error, or a technical issue occurred (e.g., a promotion failed to apply)
• The final trip price was significantly higher than the upfront estimate, and not due to added stops or destination changes
• The trip did not end near your intended destination
• You or the intended rider did not take the trip, or there are signs of fraudulent activity

 

When Refunds Are Not Available

Refunds will not be provided for situations such as:

• Dissatisfaction with vehicle quality or type
  • Tip: Use SecureCab’s 2-way rating system or contact Support to report vehicle concerns
• A driver’s service quality not meeting your expectations
  • Tip: Use ratings or Support to share feedback about your driver
• User error, such as requesting the wrong vehicle type
• Delays or rerouting caused by traffic, construction, or other uncontrollable factors
• Price changes due to adding stops or updating your destination mid-trip

⚠️ Note: Any safety-related incidents are handled by our specialized Safety Team. Please contact support@securecab.com for urgent safety matters.

 

Submitting a Refund Request

You can submit a refund request or complaint within 30 days via:

• In-App Support
• support.securecab.com

If approved, refunds are processed to your original payment method within 3–5 business days, depending on your bank.

 

False Reports

All reports are investigated thoroughly. Submitting inaccurate or misleading information may result in:

• Your refund request being denied, and/or
• Account deactivation for violating SecureCab’s guidelines

 

Would you like me to make this version sound more formal and corporate (for your app’s Terms section) or simpler and friendlier (for in-app Help Center text)?