01 / THE OVERVIEW
A ride service.
A fair review.
This policy explains how Livo Ride handles refund requests, disputed ride charges and cancellations. It covers passenger rides booked through Livo Ride and related charges collected through the platform.
Rides are services, not physical products, so there is no goods-return or exchange process. A ride that was not provided, was charged incorrectly or had a service problem can still be reviewed for a refund or adjustment. Separate services, if offered, need their own applicable terms.
02 / REFUND ELIGIBILITY
When a refund may apply
The outcome depends on what happened, the payment record and the service actually provided.
Charged more than once?
A verified duplicate settled charge for the same ride will be refunded. A pending card hold is checked separately from a completed payment.
Paid, but did not travel?
If a ride was not provided but its fare was collected, that fare will be refunded after verification. Any cancellation or no-show fee is reviewed separately under Section 03.
An amount does not add up?
A verified overcharge, billing error or unauthorized fare increase will be corrected. The refund is the excess amount collected, or the full charge if none was due.
Something went wrong?
Breakdowns, unsafe conduct and other material service failures are reviewed individually. A partial or full refund may apply, taking account of the usable service received and applicable rights.
03 / CANCELLATIONS & NO-SHOWS
If plans change
When you cancel
Use the app’s cancellation option where available. A cancellation or no-show fee may apply only if its amount or calculation, grace period and conditions were clearly disclosed before you committed to the booking, and the fee is permitted by applicable law. This policy does not introduce a new fee.
When a driver cancels
No ride fare is payable for an unprovided ride. A driver’s cancellation alone does not justify a cancellation fee. A properly disclosed rider no-show fee may apply only if its conditions were met. Incorrect fees, driver non-arrival or cancellations caused by a platform fault will be reviewed and corrected.
04 / COMPLETED RIDES & FARE CHANGES
What is normally not refundable?
A correctly charged ride delivered as agreed is not normally refundable simply because you changed your mind afterward. This does not prevent a claim about a service failure, misleading information, an incorrect charge or a remedy required by law.
For an agreed or negotiated fare, the accepted amount is the starting point for review. Added stops, destination changes, waiting time or other extras are payable only where properly agreed or disclosed under the booking terms. Ordinary traffic alone does not automatically entitle you to a refund, and does not authorize undisclosed surcharges.
05 / HOW MONEY IS RETURNED
Your payment method matters
The following applies only to payment options actually offered for your booking.
Digital payments
Approved refunds go to the original payment method where supported. If that fails, support will explain a secure, permitted alternative. A cash refund entitlement will not be replaced by ride credit without your agreement.
Cash paid to a driver
Cash cannot be reversed through a payment gateway. Share the ride details and amount paid. Support will review the dispute, coordinate with the driver and explain the approved reimbursement arrangement and who will pay it.
Pending payment holds
A temporary authorization is not a settled charge. If a hold is no longer needed, its release is handled through the payment provider; your bank controls when it disappears. Report any hold that becomes an incorrect completed charge.
Promotions and wallet balances: A free coupon is not money paid. Any reinstatement follows the offer’s disclosed terms. Paid wallet funds, if offered, are distinct from promotional credit and remain subject to applicable refund rights; this policy does not create a wallet withdrawal feature.
06 / MAKE A REQUEST
Tell us what happened
Email info@livoride.com as soon as reasonably possible. You may also use in-app support if it is available. Reporting promptly helps us investigate; it does not shorten any legal claim period.
Include these details
- Your name and registered phone number or email.
- Ride ID, date, and pickup/drop-off details.
- Amount, payment method and transaction reference.
- A short explanation and the correction requested.
- Relevant receipts or screenshots with unrelated data hidden.
KEEP YOUR DETAILS SAFE
Never send your password, PIN, one-time code, CVV or full card number. Use only the information needed to identify the ride and payment.
Opens your email app. Your request is sent only when you send the email.
07 / REVIEW & PROCESSING
What happens next?
- We check the details. Support reviews the ride and payment records and may ask for relevant information from you or the driver. Missing information may affect how quickly a decision can be reached.
- We explain the decision. You receive the outcome, the reason and any approved amount. For a refund, support will confirm the method and expected processing time. Any mandatory legal deadline takes priority.
- We help you follow up. Payment-provider and bank posting times vary. If a refund does not appear within the estimate given, contact support with your ride and refund reference so it can be traced.
If you disagree with the decision, reply to the same email thread and request a further review, including any new evidence. If a bank dispute or reimbursement is already in progress, tell us so the same charge is not refunded twice. You do not have to waive any bank, regulator or legal complaint rights.
08 / YOUR RIGHTS & POLICY UPDATES
Clear terms. Rights preserved.
Nothing in this policy excludes or limits consumer rights or remedies that cannot lawfully be excluded. If a term conflicts with applicable law, that law prevails. A support review is not a condition for exercising rights available to you by law.
Policy changes will be published with an effective date. The version applicable when a ride was booked will govern that booking unless applicable law requires otherwise. Updates will not retrospectively remove a refund right that already arose.
LIVO RIDE SUPPORT
Need a hand with a charge?
Keep your Ride ID handy. Start the conversation by email.
Owner publishing checklist — remove after approval
This is an editable policy draft, not legal advice or a claim of compliance. Have a qualified local adviser review the final wording against your operating model and consumer obligations.
- Confirm the legal operator’s name, operating country/region, business address and responsibility for refunds; add those details to this policy.
- Add the approved effective date, verified support phone number and any support hours you can actually meet.
- Confirm payment methods, whether wallets/promotions are offered, who collects each payment and how cash reimbursements work.
- Approve cancellation/no-show amounts, grace periods and exceptions, and ensure the app discloses them before booking. If there are no fees, say so explicitly.
- Set accurate review and refund-initiation timeframes and provider-specific posting estimates. Publish these in Section 07 before launch; do not substitute an unverified generic deadline.
- Check that the refund commitments, appeal process, email address and in-app support references match your actual support workflow.
- The confirmed brand is Livo Ride, the domain is livoride.com and the support email is info@livoride.com. Add validated Terms and Privacy links if available.
- Remove this checklist, replace both draft notices with approved publication details, and remove the draft noindex meta tag before publishing.
Background references checked on 28 August 2026
Cancellation disputes and the distinction between a hold and a completed charge were cross-checked against Uber Help: cancellation-fee review. Refund destinations, reversals and bank posting were cross-checked against Stripe: refunds and payment cancellation.
These references illustrate payment mechanics; they are not Livo Ride’s rules or local legal authority. No competitor’s fee, time limit or payment-provider integration has been assumed.