At DUA, we strive to provide excellent service and ensure a smooth experience for all our users. Please review our Return and Refund Policy below, which governs the circumstances under which refunds may be provided. 1. Refund Eligibility We offer refunds only under specific conditions. Refunds are granted solely in the case where: The booking is cancelled by the driver. In all other cases, no refunds will be provided. 2. Driver Cancellations If a booking is cancelled by the driver after confirmation, a full refund will be issued to the customer. We will process the refund as quickly as possible and notify you via email or in-app notification once it is complete. 3. No Refunds for Customer-Cancelled Bookings If you, the customer, decide to cancel a booking, no refund will be issued, regardless of the timing of the cancellation. 4. Process for Refunds Refund requests are automatically initiated in the case of driver cancellations. If you are eligible for a refund due to a driver cancellation, the amount will be refunded to the original payment method used during the booking process. Refunds will be processed within a reasonable time frame (typically within 7-10 business days), depending on the payment method and the processing time of your bank or payment provider. 5. How to Request a Refund If you believe you are eligible for a refund for a canceled booking, please contact our customer support team at care@duacab.com with your booking details, including the date of booking, booking ID, and relevant information. 6. Refunds for Other Issues In cases other than driver cancellations (such as service dissatisfaction, delayed rides, etc.), no refund will be issued, as we are not liable for these circumstances under our Terms of Service. 7. Changes to the Refund Policy We may update this Return and Refund Policy from time to time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting. 8. Contact Us If you have any questions about this policy or need assistance with a refund, please contact us at: Email: care@duacab.com Website: www.duacab.com Thank you for using DUA. We appreciate your understanding.
