Privacy Policy

1. Introduction

This Cancellation & Refund Policy ("Policy") sets out the terms under which reservations, bookings, and services provided through the RideAgo Platform may be cancelled, modified, or refunded. It applies to all users of the Platform, including passengers, drivers, travel agencies, corporate clients, and transportation providers.

By using the RideAgo Platform, you acknowledge that you have read, understood, and accepted the terms set out in this Policy. This Policy should be read in conjunction with our Terms of Service and Privacy Policy.

2. Definitions

• "Booking": A confirmed reservation for an airport transfer or any other service arranged through the Platform.
• "Pickup Time": The scheduled date and time at which the driver is expected to arrive at the designated pickup location.
• "Cancellation": The voluntary termination of a confirmed booking before the pickup time.
• "No-Show": The failure of the passenger to appear at the designated pickup location within the waiting period defined in our Driver Terms of Use.
• "Refund": The return of all or part of the amount paid by the client, subject to the conditions set out in this Policy.

3. Client Cancellation Policy

Clients may cancel a confirmed booking through the Platform or by contacting customer support at info@rideago.com. The applicable refund depends on the time remaining until the scheduled pickup time:

All cancellation requests must be submitted through the official Platform channels to be considered valid. Verbal cancellations, messages sent to drivers directly, or any communication made outside the Platform will not be accepted as valid cancellation notices.

4. Modifications to a Booking

Clients may request modifications to a confirmed booking (such as a change in pickup time, destination, or vehicle class) through the Platform. Modifications are subject to availability and may result in a price adjustment. The following rules apply:

• Modification requests made more than 12 hours before pickup are processed free of charge, subject to availability
• Modifications made between 6 and 12 hours before pickup may incur a small administrative fee
• Modifications made less than 6 hours before pickup are treated as a cancellation and re-booking, and the cancellation rules in Section 3 apply

5. Cancellation by RideAgo

RideAgo reserves the right to cancel a confirmed booking in the following circumstances. In such cases, the client shall be entitled to a full refund:

• No driver or vehicle is available to fulfil the booking
• The passenger's intended destination is inaccessible due to road closures, natural disasters, or other events beyond our control
• Severe weather conditions make the transfer unsafe to perform
• The passenger provides false or incomplete booking information that cannot be reasonably resolved
• The payment cannot be verified or processed by our payment provider
• The booking violates any applicable law or regulation in the country of operation
• Any circumstance that, in our sole judgment, renders the safe and lawful performance of the transfer impossible

In case of cancellation by RideAgo, we will notify the client as soon as reasonably possible through the contact details provided during booking.

6. Cancellation by the Driver

Drivers are obligated to honour all accepted assignments. If a driver cancels a confirmed booking without valid cause, RideAgo will reassign the booking to another available driver whenever possible. If no alternative driver can be assigned, the booking will be treated as a RideAgo cancellation and the client will be entitled to a full refund.

Driver cancellation penalties are governed by our Driver Terms of Use.

7. Non-Refundable Scenarios

Refunds will not be issued under the following circumstances:

• The transfer was successfully performed and the passenger was delivered to the agreed destination
• The passenger failed to appear at the pickup location (no-show) without notifying RideAgo in advance
• The cancellation was made less than 6 hours before the scheduled pickup time
• The passenger provided incorrect flight information, pickup location, or contact details that prevented the driver from completing the pickup
• The passenger refused to board the vehicle without a valid reason after the driver arrived at the pickup location
• The passenger was refused service for legitimate safety or legal reasons (e.g., intoxication, illegal items, threatening behaviour)
• The client requested cancellation through unofficial channels (direct message to driver, third-party communication, etc.)

8. Partial Refunds

In certain circumstances, RideAgo may issue a partial refund at its sole discretion. Examples include:

• The driver arrived at the pickup location significantly late due to circumstances within the driver's control, and the passenger still completed the transfer
• The passenger requested a change of route that materially reduced the agreed fare
• The vehicle provided did not match the class originally booked, and the passenger completed the transfer under protest
• Documented service quality issues that did not prevent the completion of the transfer

Partial refunds are evaluated on a case-by-case basis and require supporting evidence submitted within 7 days of the transfer.

9. Force Majeure Events

In the event of a Force Majeure occurrence — including but not limited to natural disasters, pandemics, war, civil unrest, acts of terrorism, airport or border closures, general strikes, or any other circumstance beyond the reasonable control of RideAgo — the following rules apply:

• If the transfer cannot be performed due to a Force Majeure event, the client is entitled to a full refund or to reschedule the booking at no additional cost
• RideAgo shall not be liable for any direct, indirect, consequential, or incidental damages resulting from Force Majeure events
• The client must notify RideAgo of their preferred course of action (refund or rescheduling) within 14 days of the original scheduled pickup time

10. Refund Processing

10.1 Refund Method

All refunds are issued to the original payment method used for the booking. Refunds cannot be transferred to a different payment method, card, or bank account unless the original method is no longer available (for example, if the card has been cancelled or closed).

10.2 Refund Currency

Refunds are issued in the same currency as the original payment (Euros — EUR). RideAgo is not responsible for any loss or gain arising from currency exchange rate fluctuations between the time of payment and the time of refund.

10.3 Refund Processing Time

Approved refunds are processed within 5 to 14 business days, depending on the client's bank or payment processor. The following timelines apply:

• Credit or debit card refunds: 5 to 10 business days to appear on the client's statement
• Bank transfer refunds: 7 to 14 business days
• Digital wallet refunds (Apple Pay, Google Pay, etc.): 5 to 10 business days

RideAgo is not responsible for delays caused by third-party financial institutions or payment processors beyond our reasonable control.

11. How to Request a Refund

To request a refund, please follow these steps:

1. Log in to your RideAgo account and locate the relevant booking in your booking history
2. Click "Request Refund" and complete the online form, providing the reason for the refund request and any supporting documentation
3. Alternatively, send an email to info@rideago.com with the following information:
   • Full name as used during booking
   • Booking reference number
   • Date and time of the scheduled transfer
   • Reason for the refund request
   • Supporting evidence (screenshots, photos, correspondence, etc.)

Refund requests must be submitted within 14 days of the original booking date. Requests submitted after this period will not be considered except in exceptional circumstances.

12. Review Timeline

Upon receipt of a refund request, RideAgo will:

• Acknowledge the request within 2 business days
• Conduct a review of the request and any supporting evidence
• Issue a decision within 7 business days of receipt
• If the refund is approved, process the payment within the timeframes set out in Section 10.3
• If the refund is denied, provide a written explanation of the reasons for denial

13. Disputes and Chargebacks

If you disagree with RideAgo's decision regarding a refund request, you may submit an appeal in writing to info@rideago.com within 30 days of the original decision. Appeals will be reviewed by a senior member of our customer support team.

We strongly encourage clients to contact RideAgo directly before initiating a chargeback with their bank or credit card issuer. Initiating a chargeback without first attempting to resolve the issue through our customer support may result in the suspension of your RideAgo account.

14. Consumer Rights (European Union)

If you are a consumer residing in the European Union, you may have additional rights under applicable consumer protection legislation, including but not limited to Directive 2011/83/EU on Consumer Rights and Directive 2013/11/EU on Alternative Dispute Resolution.

You may also use the European Commission's Online Dispute Resolution (ODR) platform to resolve disputes arising from online transactions. The ODR platform is available at:

Nothing in this Policy limits or excludes your statutory consumer rights under applicable law.

15. Special Provisions for Corporate and Agency Accounts

Bookings made under a corporate account or through a partner travel agency may be subject to additional or different cancellation and refund terms, as set out in the individual partnership agreement between RideAgo and the corporate client or agency. In case of conflict, the specific partnership agreement prevails over this general Policy.

16. Modifications to This Policy

RideAgo reserves the right to modify this Cancellation & Refund Policy at any time. Any changes will be published on this page and will take effect immediately upon posting. The "Last updated" date at the top of this page will reflect the most recent revision.

Bookings made before the effective date of a revised Policy shall continue to be governed by the terms in effect at the time of booking. Bookings made after the effective date shall be governed by the revised terms.

17. Governing Law and Jurisdiction

This Cancellation & Refund Policy is governed by and construed in accordance with the laws of the Republic of Estonia. Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts of Tallinn, Estonia, without prejudice to mandatory consumer protection rules that may apply in the client's country of residence.

18. Contact Information

Our customer support team is available to assist you with any questions regarding cancellations, refunds, or bookings. We aim to respond to all inquiries within 2 business days.