At ProximaRide, we are committed to fostering a respectful and reliable environment for both passengers and drivers. Our policies are designed to ensure accountability, fairness, and clear expectations for all parties.
Passenger Policies
1. Cancellation Policy
ProximaRide offers two types of cancellation policies for passengers:
A. Standard Cancellation Policy
● More than 48 hours before departure: Full refund of the booking price (booking fee is non-refundable).
● 12 to 48 hours before departure: 50% refund of the booking price to the passenger; 50% goes to the driver (booking fee is non-refundable).
● Less than 12 hours before departure: No refund. 100% of the booking price goes to the driver (booking fee is non-refundable).
B. Firm (Non-Refundable) Cancellation Policy(*)
● No refunds will be issued under any circumstances once a booking request is approved or instantly booked. The full booking price goes to the driver; booking fee is retained by ProximaRide.
(*) Why choose the Firm Policy?
● Passenger benefit: 10% discount on the booking price at checkout.
● Driver benefit: Guaranteed payment regardless of when the passenger cancels.
2. No-Show Policy
● If a passenger fails to show up at the pick-up point:
○ No refund will be issued.
○ The driver will receive 100% of the booking price.
○ ProximaRide retains the booking fee.
3. Lateness Policy
● More than 5 minutes late: Considered a no-show. No refund is issued; driver is paid in full.
● Less than 5 minutes late: ProximaRide will investigate. Both parties must submit evidence (e.g., screenshots, call logs). False claims will result in an automatic decision favoring the honest party.
Driver Policies
1. Cancellation Policy
If a driver cancels a trip:
● The passenger receives a full refund (booking price + booking fee).
● Repeated cancellations will result in penalties.
Allowances:
● Drivers are permitted up to two cancellations per quarter without penalty.
● Valid reasons (e.g., health or weather) must be supported with verifiable proof and will not count against the limit.
● Drivers must notify passengers immediately upon canceling to minimize disruption.
2. No-Show Policy
● If a driver fails to show up:
○ The passenger receives a full refund (booking price + booking fee).
○ The driver may face penalties for unreliability unless a valid and verifiable reason is provided.
3. Lateness Policy
● More than 5 minutes late: The passenger may cancel the ride and receive a full refund (booking price + booking fee).
● If the ride proceeds despite lateness: The passenger is not eligible for a refund, but ProximaRide encourages reporting the delay for investigation and quality assurance.
Important Notes
● Last-minute cancellations by either party are recorded in the user’s profile for transparency and future reliability.
● ProximaRide values trust and accountability and reserves the right to investigate and take action in cases of repeated abuse or misconduct.
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