Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") governs ride cancellations, fare disputes, wallet refunds, and the complaint resolution process for all users of the Transportbidder platform. This Policy is designed in compliance with Peru's Consumer Protection Code (Ley 29571) and INDECOPI guidelines.

Transportbidder is a technology platform that connects Passengers with independent Driver Partners. The actual transport service is provided by the Driver, not by Transportbidder. This distinction is important for understanding refund responsibilities.

2. Ride Cancellations — Passengers

2.1 Free Cancellations

When	Fee	Impact
Before any Driver accepts your bid	No fee	No impact on your account
After Driver accepts but before Driver departs to pickup	No fee (occasional)	No impact if infrequent

2.2 Cancellations with Consequences

When	Consequence
After Driver has departed toward pickup (frequent — more than 30% of accepted rides in a week)	Warning notification
After Driver has arrived at pickup location (repeated)	Temporary restriction (24-72 hours) from requesting rides
Persistent pattern of accept-then-cancel	Account review — possible 7-day suspension

Note: Currently, Transportbidder does NOT charge monetary cancellation fees to Passengers. This may change in future updates with 15 days' prior notice.

2.3 Legitimate Cancellation Reasons

The following are considered legitimate reasons for cancellation without any consequence:

• Driver is significantly delayed (more than 15 minutes past estimated arrival)
• Driver's vehicle or identity does not match the app information
• Safety concern about the Driver or vehicle
• Driver asks you to cancel (Driver should cancel from their end instead)
• Personal emergency
• Driver asks for payment above the Accepted Fare

3. Ride Cancellations — Drivers

3.1 Allowed Cancellations

• Passenger not found at pickup location after 5-minute wait and no response to chat/call
• Safety concern about the ride, destination, or Passenger behavior
• Vehicle emergency (breakdown, tire, etc.)
• Personal emergency

3.2 Consequences for Driver Cancellations

Pattern	Consequence
Occasional cancellation with valid reason	No impact
Frequent cancellations (more than 20% of accepted rides)	Warning + lower matching priority
Cancelling mid-ride without emergency	Account review — possible suspension
Cancelling to discriminate against Passengers	Permanent ban

4. Fare Disputes

4.1 When to Dispute

You may dispute a fare if:

• The Driver charged more than the Accepted Fare
• The route taken was significantly longer than the agreed route without valid reason
• The ride was not completed but payment was requested
• You were charged for a ride you did not take (e.g., Driver started ride without you)
• Technical error caused incorrect fare calculation

4.2 How to Dispute

1. Submit a dispute within 48 hours of the ride completion
2. Email support@transportbidder.com with:
   • Your ride ID (visible in ride history)
   • Description of the issue
   • The amount you believe is correct
   • Any evidence (screenshots, photos)
3. Our support team will investigate using GPS data, ride logs, and chat history
4. We will respond within 5 business days

4.3 Resolution

After investigation, if we determine the fare dispute is valid:

• Cash rides: Since payment goes directly to the Driver, we will mediate with the Driver to resolve the overcharge. If the Driver does not cooperate, disciplinary action will be taken against the Driver's account.
• Online rides (future): If digital payment is overcharged, a refund will be processed to your original payment method within 7-15 business days.

5. Wallet Refunds — Drivers

5.1 Platform Fee Disputes

If you believe a Platform Fee was incorrectly deducted:

1. Contact support@transportbidder.com within 48 hours
2. Provide the ride ID and the amount in question
3. We will review the transaction within 5 business days
4. If the deduction was incorrect, the amount will be credited back to your Wallet

5.2 Wallet Top-Up Issues

• If a wallet top-up fails but your payment method was charged, contact us immediately with proof of payment
• We will verify with the payment provider and credit your wallet or initiate a refund within 7-15 business days

5.3 Account Closure Wallet Balance

• Unused wallet balance at the time of voluntary account closure is generally non-refundable
• We recommend using your wallet balance before closing your account
• In cases of unjust account termination by the Company, remaining wallet balance will be refunded

6. Complaint Resolution Process

6.1 Internal Resolution (Level 1)

1. Submit your complaint to support@transportbidder.com
2. Include: your name, email, ride ID (if applicable), detailed description, and desired resolution
3. Acknowledgment within 24 hours
4. Investigation and response within 5 business days
5. If complex, extended to 15 business days with notification

6.2 Escalation (Level 2)

If not satisfied with the Level 1 response:

1. Email legal@transportbidder.com with "ESCALATION" in the subject line
2. Reference your original complaint number
3. Senior management review within 10 business days

6.3 External Resolution (Level 3)

If the internal process does not resolve your concern, you have the right to file a complaint with:

For data protection concerns, you may also contact:

7. Libro de Reclamaciones

In compliance with Peru's Consumer Protection Code (Ley 29571) and Supreme Decree 011-2011-PCM, Transportbidder maintains a virtual Complaint Book (Libro de Reclamaciones).

• You may submit a formal complaint through our digital Libro de Reclamaciones at reclamaciones@transportbidder.com
• The Company will respond within 30 calendar days as required by law
• The Libro de Reclamaciones is available in both English and Spanish
• You may reference the complaint in any INDECOPI proceeding

8. Timeframes Summary

Action	Timeframe
Submit fare dispute	Within 48 hours of ride
Acknowledgment of complaint	24 hours
Level 1 investigation response	5 business days (15 if complex)
Level 2 escalation review	10 business days
Wallet credit (valid dispute)	3-5 business days
Digital payment refund (future)	7-15 business days
Libro de Reclamaciones response	30 calendar days

9. Limitations

• Disputes submitted after 48 hours may not be eligible for investigation (exceptions for documented emergencies)
• For cash rides, Transportbidder's ability to enforce refunds is limited since payment goes directly from Passenger to Driver
• Refunds do not apply if the service was provided as agreed and the dispute is based on subjective quality complaints
• Fraudulent or abusive dispute claims may result in account suspension

10. Contact

• Support: support@transportbidder.com
• Escalation: legal@transportbidder.com
• Libro de Reclamaciones: reclamaciones@transportbidder.com