At MoveMyRide, we strive to provide a reliable and transparent service. We understand that plans can change, and our refund policy is designed to be fair to both our passengers and our drivers.

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1. Cancellation by the Customer

• Standard Bookings: If you cancel your ride more than 30 minutes before the scheduled pickup time, you are eligible for a full refund.
• Late Cancellations: Cancellations made within 30 minutes of the scheduled pickup time may be subject to a “Cancellation Fee” to compensate the driver for their time and fuel.
• No-Show Policy: If the driver arrives at the pickup location and the passenger is not present within 10 minutes of the scheduled time (without communication), the ride will be marked as a “No-Show” and no refund will be issued.

2. Service Interruptions & Errors

• Driver Delays: If a MoveMyRide driver is more than 15 minutes late to a scheduled booking, you are entitled to cancel the ride and receive a 100% refund.
• Technical Issues: In the rare event of a double charge or a technical error on our booking platform, we will issue a full refund for the incorrect amount once verified.

3. Refund Process

• Processing Time: Approved refunds are processed immediately. However, it may take 5 to 10 business days for the credit to appear on your bank statement, depending on your financial institution.
• Method of Refund: All refunds will be issued back to the original payment method used during booking.

4. Exceptions

Refunds will not be issued for:

• Delays caused by force majeure (extreme weather, unexpected road closures by authorities, or major traffic accidents).
• Change of destination mid-trip (fare adjustments will be handled via the app or driver).

5. Dispute Resolution

If you are unsatisfied with your trip or believe you were charged incorrectly, please reach out to our support team through the website. As a service operating in France, we handle all disputes in accordance with French consumer protection laws.