💰 Refund & Cancellation Policy

Thank you for choosing WeGo Taxi. We value your satisfaction and strive to provide you with the best taxi booking experience possible. If, for any reason, you need to cancel your booking, we are here to help.

1. Refund Policy

Once we receive your refund request, we will notify you of the status of your refund within 24 hours. If your refund is approved, we will initiate a refund to your original method of payment.

1.1 Refund Processing Timeline

• Refund Approval: Within 24 hours of cancellation request
• Refund Initiation: Within 1-2 business days after approval
• Payment Gateway Processing: 3-5 business days (PayHere.lk)
• Bank Processing: Additional 3-7 business days depending on your bank
• Total Time: Refunds typically appear in your account within 5 business days from approval

2. Cancellation Policy

2.1 Cancellation Timeline & Refund Amounts

Cancellation Timing	Refund Amount	Processing Time
24+ hours before pickup	Full Refund (minus service charges)	5 business days
2-24 hours before pickup	50% Partial Refund	5 business days
Less than 2 hours before pickup	NO REFUND	N/A
No-show (customer not present)	NO REFUND	N/A

2.2 How to Cancel Your Booking

1. Contact Us Immediately: Via WhatsApp (+94 71 658 5504) or Email (rides@wegotaxi.com)
2. Provide Booking Reference: Include your booking reference number (e.g., WG20250108XXXXXX)
3. State Reason (Optional): While not required, feedback helps us improve
4. Receive Confirmation: We will confirm your cancellation and refund eligibility within 24 hours
5. Refund Processing: Eligible refunds are processed within 5 business days

3. Service Charges and Tax

3.1 Example Refund Calculation

Scenario: You booked a ride for $50 USD

• Ride Price: $50.00
• Service Charge (5%): $2.50
• Tax (8%): $4.00
• Total Paid: $56.50

If you cancel 24+ hours before pickup:

• Refund Amount: $50.00 (ride price only)
• Non-Refundable: $6.50 (service charge + tax)

4. Exchanges

If you would like to exchange your ride for a different ride, tour, or excursion, please contact our customer support team within 24 hours of your purchase.

4.1 Exchange Process

• Contact us via WhatsApp (+94 71 658 5504) or email (rides@wegotaxi.com)
• Provide your booking reference and details of the new ride you want
• We will check availability and provide instructions on how to proceed
• No additional service charges for exchanges made within 24 hours
• Price difference (if any) will be charged or refunded

5. Non-Refundable Circumstances

5.1 No Refund Situations

Refunds are NOT available in the following situations:

• Less than 2 hours before pickup: Cancellations made within 2 hours of scheduled pickup time
• No-shows: Customer not present at pickup location within 15 minutes
• Service completed: Once the taxi service has been provided
• Customer-caused cancellations: Incorrect information, inappropriate behavior, or policy violations
• Change of mind: After the 2-hour window before pickup

5.2 Always Non-Refundable Items

• Service charges: Platform and booking fees (typically 5% of ride price)
• Taxes: Government taxes and VAT
• Payment processing fees: Charges imposed by PayHere.lk
• Paging board service: $5 USD fee (if already prepared)
• Special request fees: Any additional services already arranged

6. Payment Methods & Refunds

6.1 Cash Payment Bookings

• If you selected "Cash on Delivery", no advance payment was made
• You can cancel at any time without financial penalty
• Please inform us as soon as possible as a courtesy
• Repeated no-shows may result in booking restrictions

6.2 Online Payment Bookings (via PayHere.lk)

• Refunds processed to the original payment method (credit/debit card)
• We use PayHere.lk as our secure payment gateway
• Refund timeline includes PayHere.lk processing (3-5 business days)
• Your bank may take additional 3-7 days to credit your account
• Currency conversion fees (if applicable) are non-refundable

7. WeGo Taxi Initiated Cancellations

7.1 Full Refund Situations

We will provide a 100% full refund (including service charges) if we cancel due to:

• Vehicle unavailability or breakdown
• Driver unavailability
• Force majeure events (natural disasters, extreme weather, civil unrest)
• Road closures or impassable routes
• Service errors or technical issues on our part

7.2 Alternative Options

Before canceling, we will attempt to:

• Arrange an alternative vehicle from our fleet
• Reschedule your booking to a more suitable time (no extra charge)
• Offer a voucher or discount for future bookings

8. Complaint-Based Refunds

8.1 Service Quality Issues

You may be eligible for a partial or full refund if:

• Driver significantly late: Arrives 30+ minutes late without notice
• Vehicle condition: Vehicle does not meet promised standards
• Unprofessional conduct: Verified driver misconduct or safety issues
• Service interruption: Trip cannot be completed due to our fault

8.2 Filing a Complaint

1. Contact us within 48 hours of service completion
2. Email: rides@wegotaxi.com with subject "Refund Request - [Booking Reference]"
3. Provide detailed description and supporting evidence (photos if applicable)
4. We will investigate within 2-3 business days
5. Resolution provided within 5 business days

9. Special Circumstances

9.1 Medical Emergencies

• Full refund provided with medical documentation
• Submit medical certificate or hospital admission proof within 7 days
• Contact us as soon as possible to inform about the emergency

9.2 Flight Cancellations/Delays

• Airport transfers canceled due to flight issues: Full refund with proof
• Provide flight cancellation email or airline confirmation
• Alternative: Free rescheduling to your new flight time

10. Processing Time

Refunds and exchanges will be processed within 5 business days after we receive your cancellation request and approve it.

Note: Please note that it may take additional time for the refund to appear in your account, depending on your payment provider and bank.

11. Contact Us

If you have any questions or concerns regarding our Refund & Cancellation Policy, please contact our customer support team. We are here to assist you and ensure your experience with us is enjoyable and hassle-free.