Refund Policy

1. General Refund Policy

At Rivato, we strive to provide excellent service. However, we understand that sometimes issues may arise. This refund policy outlines the circumstances under which refunds may be issued.

2. Eligible Refund Scenarios

You may be eligible for a full or partial refund in the following situations:

• Driver No-Show: If a driver accepts your ride but fails to arrive within a reasonable time
• Incorrect Charges: If you were charged an incorrect fare due to system error
• Service Quality Issues: If the service provided was significantly below our standards
• Vehicle Condition: If the vehicle was unsafe or unsanitary
• Route Issues: If the driver took an unnecessarily long route without justification
• Duplicate Charges: If you were charged multiple times for the same ride

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Completed rides where service was provided as expected
• Cancellations made after the driver has started traveling to your location
• Changes in pricing due to surge or peak hour rates
• Personal preference or change of mind after ride completion
• Delays caused by traffic, weather, or other external factors

4. How to Request a Refund

To request a refund, please follow these steps:

1. Submit a Request: Contact our customer support within 48 hours of the ride via:
   • In-app support chat
   • Email: support@rivato.com
   • Phone: +1 (234) 567-890
2. Provide Details: Include your ride ID, date, time, and a detailed description of the issue
3. Supporting Evidence: If applicable, provide photos, screenshots, or other documentation
4. Review Process: Our team will review your request within 3-5 business days
5. Decision: You will be notified of the decision via email or in-app notification

5. Refund Processing Time

Once approved, refunds will be processed as follows:

• Credit/Debit Card: 5-10 business days
• Digital Wallet: 3-5 business days
• Rivato Credits: Instant (credited to your account immediately)

6. Partial Refunds

In some cases, we may issue a partial refund based on the nature of the issue. For example, if only a portion of your ride was affected by a service issue, we may refund a proportional amount.

7. Rivato Credits

As an alternative to monetary refunds, we may offer Rivato credits that can be used for future rides. Credits are typically issued instantly and have no expiration date.

8. Dispute Resolution

If you disagree with our refund decision, you may escalate the matter by contacting our customer service manager at disputes@rivato.com. We will conduct a secondary review within 7 business days.

9. Contact Us

For refund requests or questions about this policy, please contact us: