inDrive
Refund Policy
This Refund Policy ("Policy"), which is expressly incorporated by reference to inDrive's Terms of Use is part of an agreement between you and inDriver CA LLC (“inDrive”, “we”, “our”, “us”), and govern any purchases refunds initiated or made via our application, including when you request rides, including applicable fees, or provide rides, and are charged a fee, through our mobile application (the “Platform”). Other additional terms may apply. Any defined terms not defined in these Terms are defined by our Terms of Use. You shall be deemed to have accepted these terms by making a purchase.
This Policy applies to passengers, as well as all other users of our Platform (“you”, “your”, “yours” or “yourself”). Some provisions of this Policy may have limited applicability to only passengers or only drivers, as indicated by the context.
1. Making a Purchase. To make a Purchase (hereby means making a request to the Driver for a service and payment for such service) you will need to have an account and follow the procedure set out on the Platform. You are responsible for ensuring that the Purchase accurately reflects your intention. All billing information provided must be truthful and accurate. You agree that you have the legal right to use any credit card(s) or other payment method(s) utilized in connection with any purchase. By making a Purchase, you grant to inDrive the right to provide such information to third parties for purposes of facilitating the completion of Purchases initiated by you or on your behalf.
2. Refund. You can submit a refund request or complaint if you have experienced an issue during or after your ride with inDrive with customer support via https://indrive.com/en/contacts/support/ or in the app within 30 days of the problem occurring, unless otherwise determined or required by the applicable law. We may give you a refund on behalf of a driver depending on the result of an internal investigation. We will determine whether an issue has occurred by evaluating all available evidence. Refundable claims include, but are not limited to, double charges, errors in pricing, and accidental purchases.
3. Terms of Refund. Passengers with an active inDrive account may request refunds via in-app support chat as well as via https://indrive.com/en/contacts/support/. Inactive passengers (deleted or blocked accounts) may request refunds via https://indrive.com/en/contacts/support/ with the attachment of the following information or documents:
- confirmation of your identity (name, phone number and/or email address used during registration with inDrive, ID document);
- completed statement for a refund (link).
inDrive has the right not to make refunds to the bank account other than the same original method of payment you have used. Except where refunds may be required under applicable laws, or as otherwise permissible by these Terms, inDrive reserves the right to issue refunds at our sole discretion. Our refusal to provide a refund is not an admission of support or otherwise of any dispute between a Passenger and a Driver. Please also note that a statement for a refund must be completed using banking details from the recipient who requested the refund. inDrive can only accept banking details from the person who requested the refund and not from a third party.
4. Refund Process. Your refund request will be processed within 3 business days. You may receive a message about the status of your refund or an additional request for more information during the request processing period. Automatic refunds are not available. Funds shall be refunded in USD only.
5. Refund Timeline. Once your refund request has been processed and the final decision to refund you has been made, it should take an average of 3-5 business days to reach your bank account. In some cases it may take up to a week depending on your bank. In case it has been more than a week since the refund was processed by us, please contact your bank directly.
6. Non-refundable. Tolls, Government Levies or Airport Fee paid by you are final and non-refundable, unless otherwise determined by inDrive or required by the applicable law, subject to the dispute resolution procedure discussed in our Terms of Use. Third party fees are final and non-refundable unless otherwise specified by inDrive or required by the applicable law. Tips cannot be refunded to passengers. If you do not show up for the ride, you cannot claim a refund of the no-show, cancellation, or other applicable fee we indicate through the Platform. Fees related to maintaining a Driver account are non-refundable.
7. Payment Processor. Any payment processing-related issue not caused by an error or fault with the inDrive application must be resolved by you and the relevant payment processor.
8. Fraud Prevention. If fraud is suspected, a refund request may be referred to our Antifraud Team. Additional investigation may take up to 30 days.
9. Disclaimers. Except where prohibited by applicable law, the services are provided “as-is” without warranties or conditions of any kind. inDrive specifically disclaims all warranties and conditions, express or implied, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement of third-party rights, or warranties that the Services will be error‑free or continuously available. It is your responsibility to evaluate the accuracy and completeness of all information, opinions and other material contained in our Services. You acknowledge that you are solely responsible for any interruptions resulting from your computer system, software and connection to the Internet.
For the avoidance of doubt, nothing in this disclaimer is intended to limit or exclude any warranties, rights, or guarantees implied as a matter of law and which cannot be excluded, modified, or limited by law.
10. Limited Remedies, Damages Exclusion. As permitted by applicable law, and subject to our Terms of Use, inDrive’s total, cumulative liability arising from or in connection with your refunds will be limited to the amount you have paid inDrive for your Purchases that caused such loss. In no event will inDrive be liable for incidental, consequential, indirect, special or punitive damages, or lost revenue, data or profits, arising from or in connection with the Purchases and/or refunds.
We are not responsible for any loss or damage that is not foreseeable. We are not liable for any loss or damage suffered by you as a result of your breach of these Policy, our Terms of Use or other applicable additional terms.
If there are questions, difficulties, or the process takes longer than indicated in this Policy, please contact us via https://indrive.com/en/contacts/support/
To: inDrive Company
From: _________________________
(Name, Last name)
Phone number registered in the app:
_______________________________
Email: _________________________
I hereby request the refund of money in the amount of
_________________ (_________________________________________) USD
(sum in numbers) (sum in words)
Bank details to return money (All fields are required):
Recipient's full name:
___________________________________________________________
inDrive account number:
___________________________________________________________
Full address: (All fields are required):
Zip code __________________________________
House, street ________________________________
City, Region, Country __________________________
The reason of return: _____________________________________________________
Date:___________________________
Signature:______________________