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Refund Policy

including both drivers (Captains) and riders. Below are the conditions under which a refund may be requested, the applicable criteria, and the timeframes for processing such requests.

1. Refund Policy for Riders

Riders may request a full or partial refund under the following conditions:

✅ Eligible for Full Refund:

  • The driver never arrived at the pick-up location.
  • The driver canceled the ride after a wait period without a valid reason.
  • The ride fare was deducted from the wallet or InstaPay, but the service was not provided.
  • Duplicate payment was made for the same trip.

✅ Eligible for Partial Refund:

  • Driver arrived more than 20 minutes late without prior coordination.
  • The driver demonstrated rude or unprofessional behavior (subject to internal investigation).
  • Incorrect route taken resulting in an unjustified fare increase.

❌ Not Eligible for Refund:

  • The rider canceled the trip after the driver had started moving.
  • The rider refused to board without a valid reason, despite the driver’s punctual arrival.
  • Malicious or false complaints against the driver.

⏱️ Processing Time:

  • Requests are reviewed within 7 to 15 business days.
  • Refunds are issued via the original payment method: Wallet, Bank Card, Cash, or InstaPay.

2. Refund Policy for Drivers (Subscription Packages)

Godryv offers monthly and yearly subscription packages. Drivers may be eligible for a refund in the following cases:

✅ Eligible for Refund:

  • The package was not activated within 120 hours of payment.
  • The driver’s account was deactivated by Godryv before using or benefiting from the package.
  • A technical issue resulted in a duplicate charge.

❌ Not Eligible for Refund:

  • The driver has already used any package benefit (such as receiving ride requests, insurance, points, etc.).
  • The account was suspended due to a breach of terms, low rating, or repeated violations.
  • The driver requested cancellation more than 3 days after payment.

⏱️ Processing Time:

  • Refund requests are reviewed within 7 to 15 business days.
  • Refunds are processed via InstaPay, the Godryv wallet, or deducted from the next subscription fee.

How to Submit a Refund Request

Refund requests can be submitted through:

  1. The in-app technical support system.
  2. Or by email to: refunds@godryv.com

Please include the following information:

  • Full name
  • Registered phone number
  • Description of the issue
  • Proof of payment or a screenshot of the transaction

Godryv Reserves the Right to:

  • Reject refund requests that do not meet the policy criteria.
  • Request additional information to verify the claim.
  • Modify this policy at any time, with prior notice to users via the app or email.

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