Effective Date: 2 November 2026
1. Introduction
This Cancellation & Refund Policy applies to ride bookings and payments made through the RideX Ride platform, operated by RIDEX DIGITAL TECHNOLOGIES LTD.
Our objective is to provide a clear and fair process for handling ride cancellations, unsuccessful bookings and eligible refund requests.
2. Passenger Cancellation
Passengers may cancel a ride request in accordance with the cancellation options and rules available in the RideX Ride application.
Any applicable cancellation fee will be communicated to the passenger before the cancellation is confirmed.
3. Driver Cancellation
If a driver-partner cancels an accepted ride, the passenger may request another available ride through the application.
If a payment was collected for a ride that was not completed, the passenger may request a refund in accordance with this policy.
4. Driver Does Not Arrive
If a confirmed driver-partner fails to arrive at the agreed pickup location without a valid reason, passengers may contact customer support to report the incident.
Eligible payments for rides that were not provided may be considered for a refund.
5. Failed or Unsuccessful Bookings
If an online payment is successfully deducted but the ride booking is not confirmed, passengers should contact our support team with the payment transaction reference.
After verification, eligible payments will be refunded through the applicable payment channel.
6. Duplicate Payments
If a passenger is charged more than once for the same ride due to a payment processing issue, the passenger may submit a refund request.
After transaction verification, eligible duplicate payments will be refunded.
7. Completed Rides
Payments for successfully completed rides are generally non-refundable.
However, passengers may contact customer support if they believe an incorrect amount was charged or a payment-related error occurred.
Each case will be reviewed individually.
8. How to Request a Refund
Passengers can request a refund by contacting:
Email: support@ridexride.com
Please provide:
- Passenger's registered name.
- Registered mobile number.
- Ride booking reference, if available.
- Payment transaction ID.
- Payment date and amount.
- Brief explanation of the issue.
9. Refund Processing Time
Approved refunds will generally be processed within 7–10 working days.
The actual time required for the refunded amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.
10. Refund Method
Where possible, approved refunds will be returned through the original payment method used for the transaction.
Refunds are subject to payment provider procedures and applicable regulations.
11. Non-Refundable Situations
Refunds may not be available in the following situations:
- A ride has been successfully completed.
- The passenger voluntarily cancels after the service has been provided.
- The passenger provides incorrect pickup or destination details.
- A valid cancellation fee has been applied according to the disclosed cancellation rules.
- The passenger violates the applicable service terms.
All refund decisions remain subject to applicable law and a review of the circumstances.
12. Complaints and Disputes
If a passenger disagrees with a refund decision, they may contact our customer support team for further review.
13. Contact Information
RIDEX DIGITAL TECHNOLOGIES LTD.
Website: https://ridexride.com
Email: support@ridexride.com
Customer Support: 24/7
Registered Office: Cancellation & Refund Policy
Effective Date: 2 November 2026
1. Introduction
This Cancellation & Refund Policy applies to ride bookings and payments made through the RideX Ride platform, operated by RIDEX DIGITAL TECHNOLOGIES LTD.
Our objective is to provide a clear and fair process for handling ride cancellations, unsuccessful bookings and eligible refund requests.
2. Passenger Cancellation
Passengers may cancel a ride request in accordance with the cancellation options and rules available in the RideX Ride application.
Any applicable cancellation fee will be communicated to the passenger before the cancellation is confirmed.
3. Driver Cancellation
If a driver-partner cancels an accepted ride, the passenger may request another available ride through the application.
If a payment was collected for a ride that was not completed, the passenger may request a refund in accordance with this policy.
4. Driver Does Not Arrive
If a confirmed driver-partner fails to arrive at the agreed pickup location without a valid reason, passengers may contact customer support to report the incident.
Eligible payments for rides that were not provided may be considered for a refund.
5. Failed or Unsuccessful Bookings
If an online payment is successfully deducted but the ride booking is not confirmed, passengers should contact our support team with the payment transaction reference.
After verification, eligible payments will be refunded through the applicable payment channel.
6. Duplicate Payments
If a passenger is charged more than once for the same ride due to a payment processing issue, the passenger may submit a refund request.
After transaction verification, eligible duplicate payments will be refunded.
7. Completed Rides
Payments for successfully completed rides are generally non-refundable.
However, passengers may contact customer support if they believe an incorrect amount was charged or a payment-related error occurred.
Each case will be reviewed individually.
8. How to Request a Refund
Passengers can request a refund by contacting:
Email: support@ridexride.com
Please provide:
- Passenger's registered name.
- Registered mobile number.
- Ride booking reference, if available.
- Payment transaction ID.
- Payment date and amount.
- Brief explanation of the issue.
9. Refund Processing Time
Approved refunds will generally be processed within 7–10 working days.
The actual time required for the refunded amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.
10. Refund Method
Where possible, approved refunds will be returned through the original payment method used for the transaction.
Refunds are subject to payment provider procedures and applicable regulations.
11. Non-Refundable Situations
Refunds may not be available in the following situations:
- A ride has been successfully completed.
- The passenger voluntarily cancels after the service has been provided.
- The passenger provides incorrect pickup or destination details.
- A valid cancellation fee has been applied according to the disclosed cancellation rules.
- The passenger violates the applicable service terms.
All refund decisions remain subject to applicable law and a review of the circumstances.
12. Complaints and Disputes
If a passenger disagrees with a refund decision, they may contact our customer support team for further review.
13. Contact Information
RIDEX DIGITAL TECHNOLOGIES LTD.
Website: https://ridexride.com
Email: support@ridexride.com
Customer Support: 24/7
Registered Office: 383,Razzak plaza, floor 10 (lift 9) room# 10 m. Mogbazer, Dhaka 1217.