At Tiyeni, we strive to provide a seamless and reliable ride-hailing experience. However, we understand that sometimes issues may arise that require a refund. This policy outlines the circumstances under which refunds may be issued.
1. Eligibility for Refunds
Cancelled Rides:
If a driver cancels your ride after acceptance, you will receive a full refund (if pre-paid) or no charge will apply.
If you cancel a ride after a certain time window (e.g., 3 minutes after booking), a cancellation fee may apply unless the driver is significantly delayed.
Incorrect Charges: If you were charged incorrectly due to a technical error or fare discrepancy, please report the issue within 24 hours, and we will investigate.
Service Issues: If the ride experience was unsatisfactory (e.g., unsafe driving, vehicle not as described), you may request a refund or partial refund.
Duplicate Payments: If you were charged multiple times for the same ride, we will refund the extra charges upon verification.
2. Non-Refundable Situations
If you cancel a ride repeatedly without a valid reason.
If the fare difference is due to route changes requested by you.
If the ride was completed as agreed, and no service issues were reported.
3. How to Request a Refund
To request a refund:
1. Go to "Your Trips" in the Tiyeni app.
2. Select the ride in question.
3. Tap "Report an Issue" and choose the refund reason.
4. Provide any necessary details (e.g., screenshots, descriptions).
