Template notice: Lawyer review required before public launch. Cancellation-fee percentages must comply with consumer-protection law in the jurisdictions of operation.
1. Cancellation by passenger
Cancellation fees depend on how close to the scheduled pickup time you cancel:
- More than 24 hours before pickup: 30% cancellation fee (early-cancel rate).
- Less than 24 hours before pickup: 60% cancellation fee (late-cancel rate).
- Driver already en route: 100% of the fare (driver may have travelled to your pickup; they earn the booking).
- During the ride (mid-trip cancellation): The fare for the portion completed is non-refundable. Contact support for unusual circumstances.
Refunds are credited to your wallet instantly. From the wallet, withdraw to bank, PayPal, or cryptocurrency in 0–24 hours.
2. Cancellation by driver
If a driver cancels after accepting your booking, you receive a full refund to your wallet. A cancellation penalty applies to the driver. You can rebook with a new bid immediately.
3. No-show
If you do not arrive at the pickup point within 15 minutes of the agreed time (or 60 minutes for airport arrivals where the driver tracks your flight), the booking is marked "passenger no-show" and the full fare is charged.
4. Failed ride
If the ride could not be completed due to a fault attributable to WiseHop or the driver (driver does not arrive, vehicle breakdown without replacement), you receive a full refund and we compensate the goodwill credit at our discretion.
5. Disputed charges
To dispute a charge, contact [email protected] within 30 days of the ride. Include the booking ID, the issue, and any supporting evidence. We respond within 5 business days.
6. Wallet top-up reversals
Top-ups are non-refundable in cash; however, the balance remains in your wallet until used or withdrawn. You can withdraw your wallet balance at any time to your bank, PayPal, or cryptocurrency wallet (subject to standard transaction fees).
7. Promo codes and discounts
Promotional discounts are not redeemable for cash. Discount value is shown on the booking summary and the receipt. Promo codes are single-use per user unless stated otherwise.
8. Round trips
Round-trip bookings cancel as a unit. If you cancel the outbound, both legs refund. Cancelling only the return leg is not supported — contact support if circumstances change.
9. Cargo and delivery refunds
Cargo bookings refund per the same schedule. Damages and loss claims are subject to driver insurance and our handling agreement (separate dispute process, contact support).
10. Tips
Tips are voluntary and non-refundable once submitted.
11. Contact
Refund and cancellation queries: [email protected].