Cancellation & Refund Policy

Cancellation and Refund Policy

This Cancellation and Refund Policy applies to all “Scheduled” ride bookings made through our platform, OK2GO. By booking a ride, you agree to the terms outlined below. We aim to be fair to both our riders and drivers, recognizing that plans change, but costs may be incurred once a driver is assigned.

General Conditions

• The final fare for the ride will be calculated and settled at the end of the ride, based on actual trip data (distance, time, vehicle class, etc.).
• Driver Assignment ("Event Horizon"): The point at which a driver is "assigned" to your ride, also referred to as the "Event Horizon", is when you receive a notification from the app (or via SMS/email) that a driver and vehicle have been allocated to your ride.
• We may modify this policy at any time. Changes are effective upon posting to our platform, and we will make reasonable efforts to notify users of significant changes.
• In disputes, our decision is final.
• For all ride types that are scheduled in nature, the minimum time between booking and the scheduled pickup is 24 hours.

Cancellation Policy:

Cancellation by the Rider/Passenger:

• Before the Driver Assignment ("Event Horizon"): You may cancel the ride through the app. Any pre-paid amount (if applicable) will be refunded in full.
• At or After the Driver Assignment ("Event Horizon"): Once a driver has been assigned, the booking is confirmed. At this point:
  • You may be liable for a cancellation fee to compensate the driver for their time and effort in traveling to the pickup location. This fee will be calculated based on a reasonable estimate of the driver's costs. This additional charge will be applicable if the assigned driver has already started to travel to the pickup location.

Cancellation by the Driver/Platform:

• If the Driver or Platform cancels the ride before the scheduled pickup time, any pre-paid amount (if applicable) will be refunded in full.
• If the Driver is significantly delayed (more than 30 minutes past the scheduled pickup time) and you choose to cancel, any pre-paid amount (if applicable) will be refunded in full.

Additional Considerations

• Force Majeure: We are not liable for any failure to meet our service obligations if such a failure is caused by a Force Majeure event (for example natural disasters, strikes, riots, government closures, etc.).
• Disputes: Report cancellation disputes to customer support within 24 hours of the scheduled ride time.
• No Show: If you are not present at the pickup location within 20 minutes of the pickup time/arrival of the assigned vehicle, the ride is a “No Show”. The driver and the vehicle will be released. Additionally, you will also be liable for a “No Show” fee which will be adjusted at the time of booking the next scheduled ride.