Refund and Cancellation Policy – CeyCab
At CeyCab, we value your time and trust. This refund and cancellation policy CeyCab outlines how booking cancellations, rescheduling, and refund requests are handled when using our cab service across Sri Lanka.
1. Booking Confirmation
All bookings made through our platform (www.ceycab.lk or mobile app) are confirmed via SMS, email, or in-app notification. A booking ID is generated for your reference. It is your responsibility to verify the booking details.
2. Cancellation by Customer
You may cancel your cab booking under the following conditions:
- ✅ Cancellations made more than 60 minutes before pickup time are eligible for a full refund.
- ⚠️ Cancellations within 60 minutes of pickup may incur a 50% cancellation charge.
- ❌ No refund will be issued for cancellations made after the cab has arrived or in case of a no-show.
3. Refund Processing Time
If a refund is approved, it will be processed back to your original payment method. Refunds typically take 5–7 working days. However, processing times may vary based on your bank or payment provider.
4. Cancellation by CeyCab
In rare cases, CeyCab may cancel a ride due to unavailability of drivers, traffic restrictions, or weather-related disruptions. In such cases, you will receive a full refund with no cancellation fee applied.
5. Rescheduling Policy
If you wish to change the time or date of your ride, you may do so up to 2 hours in advance, subject to availability. You can contact our support team via email or hotline for rescheduling assistance.
6. No-Show Policy
If the customer is unreachable or not present at the pickup location within 10 minutes of driver arrival, the booking will be marked as a no-show. No refund will be issued in this scenario.
7. Disputes and Complaints
In the event of a dispute regarding a refund or cancellation, customers are encouraged to contact us directly. We aim to resolve all complaints within 3 working days. If you feel a deduction was made unfairly, you can escalate your complaint to [email protected].
8. Payments Made via PayHere
All payments are securely processed via PayHere.lk. We do not store or access your card information. Any refund issued will be reflected through the same payment channel.
9. Partial Refunds
Partial refunds may be granted in exceptional situations, such as service failure, vehicle breakdowns, or extreme delays caused by the driver. Such cases will be assessed individually.
10. Contact Us
For all refund or cancellation-related inquiries, please contact:
- 📧 Email: [email protected]
- 📞 Hotline: +94788466566
- 📄 Or visit our Contact Us page
11. Changes to This Policy
CeyCab reserves the right to modify at any time. All updates will be reflected on this page. Continued use of our services implies acceptance of any changes made.
12. Third-Party Bookings
In some cases, bookings may be made on behalf of others (e.g., friends or family). The person making the booking is responsible for any changes, cancellations, or disputes related to that ride. All refund and cancellation rules outlined in this policy apply regardless of who the rider is.
13. Unauthorized Transactions
If you suspect that an unauthorized booking or transaction was made using your account or payment method, please contact us immediately. We will investigate and take necessary actions to secure your account. If a refund is applicable, it will be issued after confirming the misuse.
14. Agreement to Policy
By booking a ride through CeyCab, you agree to the terms of this refund and cancellation policy CeyCab. It is your responsibility to review this policy before making a reservation. We are not liable for misunderstandings that occur due to failure to read our terms.
This refund and cancellation policy CeyCab explains how refunds work.
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This policy explains how refunds and cancellations are handled at CeyCab.
For any concerns, please refer back to this refund and cancellation policy CeyCab.
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For further information, please refer to our service terms.
