Return & Refund Policy

Last updated: September 21, 2026

This policy explains the rules that apply when a passenger or driver cancels a booking on SabKi Sawari. Every booking is secured with a refundable in-app security deposit; "refund" in this policy refers to the release of that deposit back to the passenger's wallet. The trip fare itself is paid separately, in cash, directly to the driver upon boarding.

1. Passenger cancellation

Passengers may cancel a confirmed booking at any time through the SabKi Sawari app. The following rules apply:

• 2 or more hours before departure: Free cancellation. No penalty applies. The full held security deposit is released back to the passenger's wallet.
• 60 to 119 minutes before departure: A 5% charge on the total fare is deducted from the held Security Hold; the remainder is released.
• 30 to 59 minutes before departure: A 10% charge on the total fare is deducted from the held Security Hold; the remainder is released.
• Less than 30 minutes before departure: A 20% charge on the fare is deducted from the held security deposit; the remainder is released to the passenger's wallet.
• After boarding: Ordinary cancellation is not available once a passenger has boarded. Passengers who fail to arrive for pickup will be treated as a no-show (see Section 5). Use the in-app report-a-problem option for issues after boarding.

Any charge under this policy is deducted only from the held security deposit and never exceeds the amount held.

2. Cancellation by Driver

Drivers are expected to honour confirmed bookings. In the event a driver cancels a trip after passengers have booked:

• All affected passengers will receive an immediate in-app notification.
• Passenger Security Holds are released according to the server-validated cancellation outcome.
• Driver penalties and account action are determined by the Platform's current policy and review process.
• SabKi Sawari will make reasonable efforts to help affected passengers find an alternative trip, but cannot guarantee a replacement.

3. Refund Eligibility

The held security deposit (or a portion of it, per the tiers in Section 1) is refunded to the passenger's in-app wallet in the following circumstances:

• Passenger cancels - the amount refunded depends on how far in advance, per Section 1
• Driver cancels the trip after passenger confirmation - eligible deposit holds are released under the server-validated cancellation outcome
• A technical error on the Platform results in a duplicate or incorrect charge

The trip fare itself is paid in cash directly to the driver upon boarding and is separate from the refundable security deposit described here.

4. Refund Process

Eligible Security Hold amounts are released to the passenger wallet when the cancellation transaction completes. A separate payment-provider reversal, where applicable, follows the provider's processing timeline and may take longer. Current trip fares are cash-to-driver unless a platform-paid workflow is explicitly shown in the app.

• If a trip was not completed due to driver cancellation or a Platform error and the passenger believes a refund was not correctly applied, SabKi Sawari will investigate the claim and, where validated, correct the wallet balance.
• To raise a refund dispute, contact us at support@sabkisawari.com with your booking reference and a brief description of the issue.

5. No-Show Policy

If the trip workflow records a passenger as a no-show, the current default charge is 25% of the held Security Hold. The remaining held amount is released according to the server-validated result. Operational waiting and no-show decisions are handled inside the active trip workflow.

6. Partial Routes

If a passenger disembarks before the final destination by personal choice during an active trip, no refund is available for the unused portion of the journey. The full fare is payable upon boarding.

7. Contact for Disputes

If you have a dispute regarding a cancellation or refund that has not been resolved through the app, contact support@sabkisawari.com. Include your registered phone number, booking date, route, and a description of the issue. Resolution time depends on the evidence and whether a payment provider must confirm the transaction.