Cancellation and Refund Policy for Ceylon Taxi
This policy outlines the procedures for canceling services and requesting refunds from Ceylon Taxi (operated by Ceylon taxi .lk (pvt) Ltd). This policy serves as the official "Returns Policy" for our services, aligning with Google Merchant Center requirements for clear terms regarding customer satisfaction and money-back guarantees.
1. Service Cancellation and Refund Window
Since Ceylon Taxi provides non-tangible transportation and tour services, the concept of a "return" applies to the cancellation of a confirmed booking and the related refund process.
| Cancellation Timeframe | Refund Determination |
|---|---|
| Within 1 hour of driver accepting the trip | Full Refund. (No cancellation charge applied) |
| After 1 hour of driver accepting the trip | 50% Cancellation Fee. (Refund will be 50% of the agreed booking price) |
| Upon Driver Arrival (Passenger non-show after 30 mins wait) | 50% Cancellation Fee. (Refund will be 50% of the agreed booking price) |
| After Trip Has Begun | 50% Cancellation Fee. (Refund will be 50% of the payment due for the remaining portion of the trip) |
1.1 Refund Claim Window for Prepaid Services
For any prepaid tours, packages, or services (excluding standard taxi bookings where the fee is immediate), customers must submit a refund claim for service dissatisfaction or non-provision of service within 30 days from the scheduled service date. Claims submitted after 30 days may be subject to review but are not guaranteed a refund.
2. Condition of Service / Refund Eligibility
2.1 Standard Bookings (Taxi)
- Refunds are issued based strictly on the cancellation timeframes outlined above. The service itself is contingent on the driver's arrival and the passenger's use of the vehicle.
2.2 Prepaid Tours and Packages
To be eligible for a refund on a prepaid service (e.g., a multi-day tour), the customer must demonstrate that:
- The tour was canceled by Ceylon Taxi or the contracted vendor.
- The agreed-upon service was not provided as advertised or contractually agreed upon, and the customer raised the complaint with Ceylon Taxi during or immediately after the service.
- The customer provided reasonable opportunity for Ceylon Taxi or the driver/vendor to remedy the issue during the service.
3. Refund Method and Timeframe
3.1 Refund Method
- All refunds will be processed back to the original method of payment used for the booking. If the original payment was cash, the refund method will be arranged with the customer (e.g., bank transfer or cash at a designated office).
3.2 Refund Processing Time
- Once a refund request is approved, Ceylon Taxi will process the refund within **7 business days**. The time it takes for the funds to reflect in your bank or card account is dependent on your financial institution and may take an additional 5-10 business days.
4. Return "Shipping" / Associated Costs
Since our service is non-physical, there are no return shipping costs. However, costs associated with cancellations are covered by the **Cancellation Fee (50% of booking price)** as detailed in Section 1.
The cancellation fee compensates the DRIVER for their time, fuel, and commitment to the service, and covers the administrative cost of the booking and cancellation process.
5. Non-Refundable Items/Services
The following services or costs are non-refundable:
- Service Used: Fees for any transportation service that has been successfully completed.
- Driver Gratuities/Tips: Tips paid directly to the driver.
- External Costs: Any fees or costs incurred by the customer to third parties (e.g., separate hotel bookings, flight tickets, etc.).
- Cancellation Fees: The 50% cancellation fee applied to late cancellations (as detailed in Section 1).
