Refund Policy - Alibely

1. Overview

At Alibely, we strive to provide a reliable and transparent experience. This Refund Policy outlines the conditions under which refunds may be issued for rides booked through our Platform.

2. Refund Eligibility

Refunds may be considered in the following scenarios:

Driver No-Show

If a driver accepts a booking but fails to arrive at the pickup location.

Technical Issues

If a technical glitch in the app results in an incorrect fare calculation or double payment.

Safety Concerns

If a ride is terminated early due to safety issues or driver misconduct.

3. Non-Refundable Scenarios

Refunds will generally not be issued if:

The Rider cancels the ride after the driver has already arrived or spent significant time traveling to the pickup.
The Rider provides an incorrect pickup or drop-off location.
The Rider is not present at the pickup location within the allotted waiting time.
The dispute is raised more than 24 hours after the trip completion.

4. Refund Process

To request a refund, please follow these steps:

1

Submit Request

Contact support via the app or email within 24 hours with your Booking ID.

2

Investigation

Our team will review the trip logs, GPS data, and communicate with the driver.

3

Resolution

If approved, the refund will be initiated to your original payment method.

5. Timeline

Review Period: 24–48 hours from the time of request.
Refund Processing: Once approved, it may take 7–10 business days for the amount to reflect in your account, depending on your bank.

6. Cancellation Fees

In some cases, a cancellation fee may be charged to compensate the driver for their time and fuel. If you believe a cancellation fee was charged unfairly, you may appeal it through our support channel.

7. Contact Support

For any refund-related queries, please reach out to our dedicated support team:

📧 Email: support@alibely.com

📱 App: Go to 'Help' section in the Alibely app

📍 Office:
Alibely Technologies Pvt. Ltd.
Vadnagar, Gujarat, India