Refund and Cancellation Policy

You can cancel at no charge, at any time, before a driver has accepted your trip. No fee applies and nothing is deducted.

Once a driver has accepted, a short grace period applies during which cancelling is still free. The length of that grace period, and any fee that applies after it, are set for each region and are shown to you in the app before you confirm a cancellation.

A fee after the grace period exists for one reason: your driver has already travelled toward you and that time is not recoverable. Where a fee is charged, it is paid to the driver.

We do not charge a cancellation fee where:

• the driver cancelled, or did not arrive;
• the driver could not be located at the stated pickup point;
• the app was unavailable, or the trip failed for a technical reason on our side;
• you cancelled because of a safety concern.

Where a trip is paid from your Siza wallet and is cancelled or successfully disputed, the amount is returned to your wallet balance. Wallet refunds are the normal route because they are immediate and traceable in your transaction history.

Cash is paid directly to the driver at the end of the trip and does not pass through Siza. Where a cash trip is disputed and we determine a refund is due, we credit the amount to your Siza wallet rather than arranging a cash return.

The fare you are quoted before confirming is the fare you pay. If a completed trip is charged at a different amount, tell us and we will correct it.

Contact support@sizaride.com with the trip date and, if you have it, the receipt. Raise it within 30 days of the trip so that the trip data needed to review it is still available.

We aim to acknowledge a refund request within one business day and to reach a decision within five business days. Where a decision takes longer, we will tell you why.

If we approve a refund, we will tell you the amount and where it has been returned. If we decline, we will tell you the reason.

This policy covers riders. Driver earnings, withheld payouts and settlement disputes are handled separately through your earnings statement and the fleet partner terms.

Nothing in this policy limits any right you have under the consumer protection law that applies to you. Where that law gives you a stronger remedy than this policy, that law applies.

support@sizaride.com for refunds, cancellations and billing.

safety@sizaride.com for anything involving your safety on a trip.