Refund Policy

This Refund Policy applies to all transactions made through the Ailoo platform in the Kingdom of Saudi Arabia, including taxi rides, daily commute subscriptions, and any in-app purchases.

The following are not eligible for refunds:

• Completed trips where the service was delivered as described
• Cancellations made after the 2-minute free cancellation window
• No-show fees — charged when a rider is not at the pick-up point after 5 minutes
• Ailoo wallet credits once applied to a booking
• Promotional credits and referral bonuses
• Price differences resulting from a rider-requested route change mid-trip
• Bookings cancelled by the rider without a valid service failure on Ailoo's part

Refunds may be issued in the following circumstances:

Driver no-show

If a confirmed driver fails to arrive and the booking is cancelled by Ailoo (not by you), you will receive a full refund of any cancellation fee charged.

Duplicate charge

If you are charged twice for the same trip due to a technical error, the duplicate charge will be refunded in full within 5 business days.

Incorrect fare

If the fare charged materially exceeds the estimate shown at booking and the discrepancy is due to a platform error (not a rider-initiated route change), the difference will be refunded.

Safety incident

If a trip is terminated early due to a safety concern caused by the driver, and this is substantiated by our investigation, a proportionate refund will be issued.

Unauthorised transaction

If a charge is made on your account that you did not authorise and you report it within 14 days, we will investigate and, if confirmed, issue a full refund and secure your account.

Eligible refunds for subscriptions

• Cancellation within 24 hours of first activation — full refund
• Driver repeatedly fails to show up (3+ times in a subscription period) — pro-rated refund for remaining days
• Service becomes unavailable in your area mid-subscription — full pro-rated refund for remaining days
• Medical emergency verified by documentation — case-by-case review

Not eligible

• Change of mind after 24 hours of activation
• Schedule change where the driver fulfilled the agreed route and time
• Voluntary no-shows by the rider
• Requests to downgrade to a lower vehicle class mid-subscription

Drivers who believe a payout is incorrect should contact drivers@ailoo.co within 7 days of the payout date. We will review and respond within 3 business days.

• Missing payout: investigated and resolved within 3 business days
• Incorrect amount: audited against trip data and corrected if a discrepancy is found
• Disputed deduction: reviewed against the applicable policy — drivers are notified of the outcome

• In-app: Go to Trip History → select the trip → "Report an issue" → choose the relevant category
• Email: support@ailoo.co — include your trip ID, phone number, and a brief description
• Response time: Initial response within 24 hours; resolution within 5 business days for standard cases

Please include your registered phone number, the trip date, and a clear description of the issue. Attach screenshots or evidence where relevant.

Processing times begin from the date Ailoo approves the refund. Card refund timelines may vary depending on your bank.

If you initiate a chargeback with your bank without first contacting Ailoo, we may suspend your account pending investigation. We reserve the right to recover losses caused by fraudulent refund claims, including through legal action.

If you believe you are a victim of fraud on your Ailoo account, contact us immediately atsupport@ailoo.co.

• Rider support: support@ailoo.co
• Driver payout disputes: drivers@ailoo.co
• Legal enquiries: legal@ailoo.co
• Address: Ailoo, Riyadh, Kingdom of Saudi Arabia