Refund Policy
Last Updated: 07/04/2026
Welcome to Chitral Rides. This Refund Policy explains how refunds are handled for online payments, wallet payments, duplicate transactions, failed bookings, and payment-related issues on our ride booking platform.
By using Chitral Rides, you agree to the terms mentioned in this Refund Policy.
1. Refund Eligibility
A refund may be considered in the following cases:
- Payment was deducted but the ride was not confirmed.
- Payment was deducted but the ride was cancelled before starting.
- The customer was charged more than the agreed fare due to a technical issue.
- Duplicate payment was made for the same ride booking.
- Wallet balance was deducted but the ride was not completed.
- Payment was successful but not reflected in the customer account.
- Any genuine payment issue verified by the Chitral Rides support team.
All refund requests are subject to verification of booking records, payment transaction details, wallet history, and internal review.
2. Non-Refundable Cases
Refunds may not be provided in the following cases:
- The ride was successfully completed.
- The customer cancelled the ride after the driver reached the pickup location.
- The customer provided incorrect pickup or drop-off details.
- The customer did not arrive at the pickup location.
- The customer paid the driver directly in cash and later requested an online refund.
- The customer changed the destination or route after the ride started and agreed to the new fare.
- The issue was caused by incorrect information provided by the customer.
3. Cash Payments
For cash rides, customers pay directly to the driver after the ride is completed. Chitral Rides does not process automatic refunds for cash payments.
If there is a genuine issue related to a cash ride, the customer should contact Chitral Rides support immediately. The matter will be reviewed based on available booking details, driver feedback, and customer information.
4. Online Payments and Wallet Payments
If a customer pays online through Swich, wallet balance, or any other supported payment method, the transaction will be recorded in the Chitral Rides system.
If the refund request is approved, the refund may be processed through one of the following methods:
- Refund to the original payment method
- Refund to the customer's Chitral Rides wallet
- Adjustment in a future ride
- Manual resolution by the support team
The final refund method may depend on the payment provider, transaction status, and Chitral Rides internal payment process.
5. Refund Processing Time
Refund processing time may vary depending on the payment method, payment gateway, bank, wallet service, and internal verification.
Chitral Rides will try to review refund requests as soon as possible. However, some refunds may take additional time if confirmation is required from the payment provider or driver.
6. How to Request a Refund
To request a refund, please contact Chitral Rides support with the following details:
- Full name
- Registered phone number or email
- Ride booking ID, if available
- Payment transaction ID or screenshot
- Date and time of payment
- Amount paid
- Reason for refund request
Refund requests should be submitted as soon as possible after the issue occurs.
7. Refund Approval
Refund approval is not automatic. Every refund request will be reviewed by Chitral Rides based on the available records.
Chitral Rides reserves the right to approve, reject, or partially adjust a refund request depending on the situation, ride status, payment record, and company policy.
8. Payment Errors
If a payment is deducted but not confirmed in the app, customers should not make repeated payments immediately. Please contact support with the transaction screenshot or payment reference so our team can verify the issue.
9. Contact Us
For refund or payment-related support, please contact us:
Email: Hanifehmadkn@gmail.com
Phone: 03200934704
Location: Bala Kari, Chitral