Refund & Cancellation

1. Customer Cancellation

Customers may cancel their booking up to 1 hour before the scheduled pickup time through the AEVO website, mobile application, WhatsApp, or by contacting our customer support team.

• Cancellation made 1 hour or more before pickup: Eligible for a 100% refund of the amount paid.
• Cancellation made less than 1 hour before pickup: No refund will be provided.
• If the driver has already been dispatched or has reached the pickup location, the booking may be treated as a late cancellation or no-show.

2. No-Show Policy

A booking will be considered a No-Show if:

• The customer cannot be contacted at the pickup location.
• The customer fails to arrive within the applicable waiting period.
• The customer declines the ride after the driver has arrived.

3. Refund Processing

Approved refunds will be processed to the original payment method used during booking.

• Refunds are typically processed within 7 business days from the date of cancellation approval.
• Depending on the customer’s bank or payment provider, the credit may take additional time to reflect in the account.

4. Cancellation by AEVO

In the rare event that AEVO CABS cancels a confirmed booking due to operational reasons, vehicle unavailability, or unforeseen circumstances, customers will be offered one of the following:

• A full refund, or
• An alternative vehicle of the same or higher category, subject to availability.

5. Non-Refundable Charges

Unless expressly stated otherwise, the following charges, if already incurred, may not be refundable:

• Toll charges
• Parking charges
• Government taxes or statutory fees
• Third-party charges already paid on behalf of the customer

6. Exceptional Circumstances

AEVO may, at its sole discretion, consider refund requests outside this policy in exceptional situations, including medical emergencies, natural disasters, government-imposed travel restrictions, or other circumstances supported by valid documentation.

Approval of such requests is solely at the discretion of AEVO CABS.

7. Refund Disputes

If you believe a refund has not been processed correctly, please contact our customer support team with your booking reference. We will review your request and respond as soon as reasonably possible.