REFUND & CANCELLATION

CONTRACTUAL RELATIONSHIP

These Refund & Cancellation policies govern the refund and cancellation process within the application (Wasilni Captain & Wasilni) made available by Wasilni Trading (“Wasilni”) a private limited liability company established in KSA, having its registered office at Mham International for Information Technology, Fatimah Al Zahra, Jarir Street, Riyadh-12837. Your access and use of the Services constitute your agreement to be bound by these refund and cancellation policies, along with our TERMS & CONDITIONS, which establish a contractual relationship between you and Wasilni. If you do not agree to these policies, you may not access or use the services offered by Wasilni. Wasilni may immediately terminate these policies with respect to you, or generally, cease offering or deny access to these Services, at any time for any reason. Wasilni may amend the policy related to the cancellation and refund services from time to time. Amendments will be effective upon Wasilni’s posting of such updated policies or the amended policies. Your continued access or use of the Wasilni Ride-hailing Services after such posting constitutes your consent to be bound by the terms laid out in this policy, as amended. if there is a complaint, dispute, or conflict, which may include an accident, no-show, or any other issue, involving you and a Third-Party Provider (including a transportation network company driver) and such information or data is necessary to resolve the complaint, dispute or conflict, you can contact support@wasilni.com.sa to gain access to the stated data.

WHEN WASILNI MAY CHARGE A CANCELLATION FEE

Cancellation fees vary by location and may increase depending on how busy it is. In some cases, rider cancellation fees will be based on how far the driver has already driven, how long it took the driver to arrive at the rider pickup location, and the time driver has been waiting

  • Drivers can cancel a ride request if they’ve waited a certain amount of time (as per the selected service) at the pickup location and the rider is a no-show. The rider may be charged a cancellation fee, in this case, to reimburse the driver for their time to get to the rider, waiting time, and the distance they traveled to get to the rider’s location.

  • The driver is allotted a number of free cancellations (5 – 10) they can do in a day after they have accepted an incoming rider request. After which the driver is charged a static amount (2 SAR – 10 SAR) from their in-App wallet.

  • Rider will be charged a cancellation fee, as per the trip parameters if they decide to cancel the ongoing trip due to an invalid reason.

  • If the Rider cancels the trip after the driver has traveled in the direction of the rider for more than 10 min. To compensate the driver for the distance traveled and the time taken by the driver after the driver accepted the trip.

Cancellation fees pay drivers for the time and effort they spend getting to your location.

Ride requests should only be made when you’re ready to ride and near the pickup location. This helps ensure smooth pickups for riders and drivers.

You'll always be shown the exact fee when you cancel a trip before you confirm your cancellation.

REPEAT CANCELLATION

To keep the app running smoothly for everyone, drivers/riders may be charged a penalty when they cancel multiple trips in a short period of time.

DRIVER REPEAT CANCELLATION

This penalty can include and is not limited to the following:

  • Temporary or Permanently Restricting access to the application.

  • Charging the full amount as per the application profit percentage from the previous canceled trip.

  • Account Removal in some cases.

  • Device ID Block in case it is determined that the activity is directly related to hurting the Wasilni Business.

RIDER REPEAT CANCELLATION

This penalty can include and is not limited to the following:

  • Restricting access to the application.

  • Charging the full amount for the last canceled trip.

  • Account Removal in some cases

  • Device ID Block in case it is determined that the activity is directly related to hurting the Wasilni Business.

REQUESTING A REFUND

  • If you believe you were incorrectly charged a cancellation fee, request a refund by contacting support@wasilni.com.sa with information about the trip and your use case.

  • NOTE: Cancellation fee will be shown in your trip history if charged

WAVED CANCELLATION FEES

You won’t be charged a cancellation fee if:

  • The driver took much longer than expected to arrive.

  • The driver arrived at the customer’s location and did not wait for the respective time as per the service and left right away.

  • The driver canceled the trip before arriving at the rider’s location.

  • The rider canceled the trip within 10 min of the driver accepting the trip.

  • Wasilni detects that your driver isn’t making much progress toward the rider’s pickup location.

If you believe you were charged a cancellation fee in error, let us know by contacting Support. This might happen if your driver canceled instead of ending the trip, or if they canceled because they were too far away from your pickup location.

WAIT TIME FEES AND REFUNDS

As a rider, it’s good practice to request a ride when you’re at or near the pickup location and ready to meet your driver.

Wait time fees compensate drivers for the time they spend waiting for riders and promote efficiency and reliability on Wasilni’s platform.

Typically, riders requesting via any of the offered Wasilni services are charged a per-minute wait time fee as per the service selected (Wasilni Saver, WasilniX, Wasilni Family, Wasilni Luxury). if they don’t board a vehicle within (3-5) minutes of the driver’s arrival at the designated pickup location. Wait time fees and thresholds may vary by location and service. In certain markets, additional wait time charges may apply to your trip depending on how busy it is.

If you believe you were incorrectly charged a wait time fee, for instance, if you were at the designated pickup location, but just needed extra time to board the vehicle, please let us know by contacting support@wasilni.com.sa on your Trip Screen.