This Booking and Cancellation Policy outlines the terms that govern all ride reservations made through the EazyGo website, mobile application, or any authorized platform. By confirming a booking, users acknowledge and agree to the terms described below.
1.1 Booking Conditions
1. Eligibility to Book
• Only registered users with verified accounts may request or book rides through EazyGo.
• Users must provide accurate pickup and drop-off information at the time of booking.
2. Ride Confirmation:
• Once a ride request is submitted, it will be dispatched to the nearest available driver.
• A booking is considered confirmed when the driver accepts the trip request through the EazyGo driver app.
• EazyGo will display the driver’s details (name, vehicle number, and contact information) to the passenger once confirmed.
3. Fare and Charges:
• Fares are calculated based on distance, time, and current demand using EazyGo’s pricing algorithm.
• Additional charges (such as waiting time, tolls, parking fees, or night surcharges) may apply where applicable.
• The total estimated fare will be displayed before confirming the booking. The final fare may vary slightly depending on route conditions and time of travel.
4. Payment Methods:
• Users can pay via cash, credit/debit card, digital wallets, or other methods approved by EazyGo.
• When paying through a card or wallet, standard banking and payment gateway rules will apply.
• If a user fails to pay after a completed trip, EazyGo reserves the right to recover the amount, suspend the account, or take legal action.
5. Driver Acceptance and Availability:
• Drivers have the discretion to accept or decline a booking request based on their availability and conditions.
• EazyGo acts only as a facilitator between drivers and passengers and does not guarantee that a driver will always be available.
1.2 Cancellation Conditions
1. User Cancellations:
• A passenger may cancel a confirmed booking within 5 minutes of the driver accepting the trip without incurring a cancellation fee.
• If the passenger cancels after 5 minutes of driver acceptance or after the driver has arrived at the pickup location, a cancellation fee will apply.
• If the driver has waited at the pickup point for more than 5 minutes and the passenger is unreachable, the driver may cancel the trip — in which case, the cancellation fee will still apply.
2. Driver Cancellations:
• Drivers may cancel a booking if:
• The passenger is unresponsive or unavailable at the pickup location.
• The pickup location is unsafe or inaccessible.
• The passenger is found to be under the influence of drugs or alcohol or behaving abusively.
• Frequent driver cancellations will be monitored by EazyGo and may lead to disciplinary action.
3. Cancellations Due to Delays:
• If the driver is significantly delayed (beyond the estimated arrival time), passengers may cancel the trip without any cancellation charges.
• If system errors, weather conditions, or other unforeseen circumstances prevent timely arrival, EazyGo will waive the cancellation fee.
4. No-Show Policy:
• If a passenger fails to appear at the pickup point and is unreachable, the driver may mark the trip as a “No-Show.”
• In such cases, the no-show fee (equivalent to the cancellation fee) will apply.
1.3 Cancellation Fees
1. Standard cancellation fees apply to compensate drivers for the time and effort incurred when a booking is canceled late.
2. The cancellation fee amount will be displayed in the EazyGo app and may vary by city or service type.
3. EazyGo reserves the right to adjust or modify cancellation fees from time to time without prior notice.
1.4 Refund Policy
1. Eligible Refunds:
Refunds may be granted only in cases where:
• The user was charged in error.
• The driver canceled the trip after payment was made.
• There was a verified technical or billing issue on EazyGo’s platform.
2. Non-Refundable Cases:
• Cancellations made after the driver has accepted or arrived.
• Passenger “No-Shows.”
• Service dissatisfaction not related to technical or payment issues.
3. Refund Processing:
• Approved refunds will be processed to the original payment method within 7–10 business days.
• Refund eligibility is subject to internal review and documentation.
1.5 EazyGo’s Rights
1. EazyGo reserves the right to suspend or deactivate any user or driver account for repeated cancellations or misuse of the booking system.
2. EazyGo may modify, amend, or remove any part of this policy at its sole discretion without prior notice.
3. Continued use of the platform after policy changes implies your acceptance of the revised terms.
1.6 Communication and Disputes
1. For disputes or issues related to bookings or cancellations, users can contact EazyGo’s support team via:
• Email: support@eazygo.lk
• In-App Help Center: (accessible through the EazyGo app)
2. EazyGo’s customer service team will review each case carefully and provide a fair resolution.
