As a passenger, you may be eligible for a refund based on our Passenger Cancellation Policy or Driver No-show Policy. Here’s how to request a refund, depending on the situation:
If the trip has already departed
If you have a confirmed booking and the trip has already departed, you can request a refund through the app:
Go to the trip in the app.
Select Settings > Request a refund.
Follow the on-screen instructions.
Once your request is submitted, the driver will be notified and can respond in one of the following ways:
Approve the refund: A full refund will be processed immediately.
Offer a 50% refund: You’ll be asked to accept or decline the driver’s 50% refund offer.
Decline the refund: If the driver declines your refund request or if you decline their 50% refund offer, your refund request will be reviewed by our Support Team. We’ll make a decision based on the details provided, in accordance with our cancellation policies and Terms of Service.
In some cases, we may contact you for more information before making a decision. Look out for emails or push notifications from our Support Team.
Important: Refund requests are only available to passengers. If a refund has already been issued by our Support Team, it means we have reviewed the situation in detail. Drivers cannot dispute a refund after it has been processed, but they can contact Support if they would like more information about why the refund was granted.
If the trip has not yet departed
If the trip hasn’t departed yet and you need to cancel or withdraw your booking, here’s what to do:
For a confirmed booking: Cancel your booking in the app by selecting Settings > Cancel booking. Our Passenger Cancellation Policy will apply, and you may be eligible for a refund depending on when you cancel.
Note that you can only request a full refund through our app after a trip has departed.
If you believe you are eligible for a full refund before departure, please cancel your booking on Poparide first, then contact our Support Team to ask for a full refund.
This applies, for example, if you need to cancel to correct booking details (such as the date or number of seats) and plan to rebook the same trip.
For a requested booking: If your booking is still pending approval from the driver, you can withdraw it at no cost by going to Settings > Withdraw booking.
Refund processing time
Please note that refunds may take a few business days to appear on your bank statement. Find out more on what to do if you haven’t received a refund here.