Refund & Cancellation Policy
Last Updated: November 11 2025
This Refund & Cancellation Policy (“Policy”) governs all transactions made through the RYDR platform operated by RYDR Global (“RYDR Global,” “we,” “our,” or “us”).
By using RYDR’s services — including ride-hailing, food delivery, courier, and logistics — you agree to this Policy, as well as our Platform Terms & Conditions, Vendor Terms, and Privacy Policy.
1. Purpose
This Policy explains how RYDR handles cancellations, refunds, and related fees across all services. Our goal is to ensure fairness between riders, drivers, couriers, vendors, and merchants.
2. General Principles
All payments are securely processed through RYDR’s approved payment providers.
Once a driver, courier, or vendor accepts an order, applicable fees may apply if the customer cancels.
Refunds are only issued for verified cases of system error, duplicate payment, or confirmed non-fulfilment.
Cancellation fees are always displayed prior to confirmation in the RYDR app.
3. Cancellation Policy
3.1 RYDR Start (Standard Ride-Hailing Service)
A. Cancellation by Customer
Fee: 10 BBD if cancelled after a driver is assigned.
Free Window: Within 2 minutes of booking, cancellation is free.
Grace Rule: If the driver has not arrived within 3 minutes of ETA, cancellation is free.
After Arrival: If the driver is within 0.3 km of pickup, the 10 BBD fee applies.
No-Show: If the customer is unreachable for 5 minutes after arrival, the ride may be marked No-Show and charged in full.
B. Cancellation by Driver
Fee: 10 BBD deducted for unjustified cancellation.
Minimum Wait Time: 5 minutes before cancelling.
Distance Rule:
Cancels before reaching 0.3 km → driver pays.
Cancels after 0.3 km → customer may bear cost.
C. Pre-Booked Trips
Cancellations ≥ 30 minutes before pickup are free.
Cancellations < 30 minutes before pickup incur the standard 10 BBD fee.
3.2 RYDR Crew (XL / Premium Ride Service)
RYDR Crew represents our premium ride-hailing class, offering larger vehicles and enhanced comfort.
Because these vehicles involve higher operational costs, cancellation rules differ slightly from standard rides.
A. Cancellation by Customer
Fee: 15 BBD if cancelled after a RYDR Crew driver is assigned.
Free Window: Within 2 minutes of booking.
Grace Rule: If the driver has not arrived within 3 minutes of ETA, cancellation is free.
After Arrival: Once the driver is within 0.2 km of pickup, the 15 BBD fee applies.
No-Show: If the customer is unreachable or absent ≥ 5 minutes after driver arrival, the ride may be charged in full.
B. Cancellation by Driver
Fee: 15 BBD deducted for unjustified cancellations.
Minimum Wait Time: 5 minutes before cancelling.
Distance Rule:
Cancels before 0.2 km → driver pays.
Cancels after 0.2 km → customer may bear fee.
Repeated last-minute cancellations may result in account review or temporary suspension.
C. Pre-Booked Crew Rides
Free ≥ 30 minutes before pickup; 15 BBD fee within 30 minutes.
3.3 RYDR Pink (Women-Driving-Women Service)
RYDR Pink prioritizes comfort and safety for women riders and women drivers.
A. Cancellation by Customer
Fee: 10 BBD after driver assignment.
Free Window: Within 2 minutes of booking.
Grace Rule: If the driver has not arrived within 3 minutes of ETA, cancellation is free.
After Arrival: Once the driver is within 0.3 km of pickup, fee applies.
Safety Clause: If a rider feels unsafe for verified reasons, RYDR may waive the fee upon review.
B. Cancellation by Driver
Fee: 10 BBD deducted for unjustified cancellations.
Minimum Wait Time: 5 minutes before cancelling.
Distance Rule: Cancels before 0.3 km → driver pays; cancels after → customer may bear fee.
C. Pre-Bookings
Free ≥ 30 minutes before pickup; 10 BBD fee within 30 minutes.
D. Safety Overrides
No fees apply for cancellations verified as safety-related by RYDR Support.
3.4 RYDR Courier (Parcel & Logistics Delivery)
A. Cancellation by Customer
Free: If courier has not arrived within 3 minutes of ETA.
Fee: 10 BBD once courier accepts and begins route.
Non-Refundable: After merchant hand-off or within 0.2 km of pickup.
B. Cancellation by Courier
Must wait ≥ 5 minutes before cancelling.
Cancellation without cause may lead to deduction or disciplinary review.
C. Free Window
None once courier accepts — operational costs begin immediately.
3.5 RYDR GO (Food & Grocery Delivery)
A. Cancellation by Customer
Can cancel before restaurant/vendor accepts the order.
Once the restaurant begins preparation or driver accepts, cancellation is no longer refundable.
If the merchant cannot fulfil (out-of-stock or closed), full refund or RYDR credit issued.
If courier already dispatched, 10 BBD cancellation fee applies.
RYDR may issue credits if excessive delay occurs (> 60 minutes).
B. Cancellation by Merchant
If the vendor cancels (e.g., stock issue), full refund or credit provided.
Repeated vendor cancellations may lead to platform penalties.
C. Cancellation by Driver / Courier
Must wait ≥ 5 minutes before cancelling.
Unjustified cancellations → 10 BBD deduction or temporary suspension.
D. Non-Refundable Cases
Incorrect address or contact info.
Unreachable customer ≥ 10 minutes at delivery point.
Perishable items that cannot be resold or redelivered.
Dissatisfaction unrelated to merchant error.
E. Delivery Delays
Estimated times depend on distance, prep, and traffic.
RYDR is not liable for delays outside its control but may issue goodwill credits for proven faults.
4. Refund Eligibility
Refunds may be granted only for:
Duplicate or accidental payments;
System or payment gateway errors;
Verified non-fulfilment;
Confirmed overcharge or technical issue.
Refunds are not issued for:
Change of mind;
Delays due to traffic, weather, or high demand;
Wrong address or unreachable customer;
Unverified dissatisfaction with food or service.
5. Refund Process
Submit a request within 7 days via the app or billing@rydrglobal.com.
Include trip/order ID, reason, and supporting evidence.
RYDR reviews within 5–7 business days.
Approved refunds issued to the original payment method or as app credit.
Bank clearance may take 5–10 business days.
6. Partial Refunds & Adjustments
Partial credits may be issued for:
Missing/damaged items;
Verified merchant or courier errors;
System overcharges;
Technical interruptions mid-transaction.
7. Chargebacks
Please contact RYDR Support before filing a bank dispute.
Fraudulent or repeated chargebacks may result in suspension and cost recovery actions.
8. Dispute Resolution
Unresolved cases can be escalated to support@rydrglobal.com within 5 business days of a decision.
All disputes are governed by Barbados law and subject to binding arbitration under the Arbitration Act (Cap. 110).
9. Force Majeure
RYDR Global is not liable for cancellation or refund delays due to natural disasters, weather, system outages, or regulatory restrictions.
10. Policy Updates
RYDR Global may amend this Policy from time to time.
The latest version will always be published at rydrglobal.com/refund-policy.
Continued use of RYDR constitutes acceptance of any updates.
