Refund Policy

Rider Refund Policy




At MMTourpool, we strive to ensure every trip booked through our app goes smoothly. However, we understand that unexpected issues may arise. If a trip does not meet your expectations, you can share your feedback by rating your driver in the app. For pricing errors or more serious concerns, please contact our Support team. In some cases, your issue may be covered under our Rider Refund Policy.

This policy outlines situations where you may be eligible for a full or partial refund. All refund requests must be submitted within 30 days of the trip. Each request will be reviewed at MMTourpool’s sole discretion and assessed case by case.

Rider Responsibilities

MMTourpool is a marketplace platform that connects riders and drivers. As a rider, you are responsible for the decision to accept a trip. Prior to starting a trip, we provide key information in the app, such as:

  • Upfront pricing and estimated time of arrival
  • Driver and vehicle details (e.g., licence plate, driver name, vehicle type)

It is your responsibility to verify that this information meets your expectations. By starting a trip, you agree to the Terms of Service and commit to paying the fare as displayed.

When You May Be Eligible for a Refund

You may be eligible for a full or partial refund in the following situation's:

  • You were charged a fare or fee in error, or a technical issue occurred (e.g., a valid promotion wasn’t applied
  • The final fare was significantly higher than the estimate shown before booking, not due to added stops or changes in destination
  • The trip was not completed within a reasonable walking distance of your requested destination
  • You or the intended rider did not take the trip, or the trip shows signs of fraud

When Refunds Are Not Eligible

Refunds will not be provided for the following reasons:

  • Dissatisfaction with the vehicle quality or type dispatched
  • Tip: Use the rating system or contact support to report vehicle concerns.
  • Driver performance did not meet your expectations
  • Tip: Leave a rating or feedback through the app.
  • User error, such as selecting the wrong vehicle type
  • Delays or route issues caused by external factors (e.g., traffic, construction), or price changes resulting from added/removal of stops or destination changes after the trip began

Note: Any safety-related incidents will be handled by a specialised team. Please report these through help.MMTourpool.com.

Submitting a Refund Request

You may submit a refund request or complaint via:

Please submit your request within 30 days of the issue. If approved, refunds will be processed to your original payment method within 3–5 business days, depending on your bank.

False Reports

All reports are thoroughly investigated. Submitting false or misleading information violates MMTourpool’s Community Guidelines and may lead to:

  • Denied refund requests
  • Temporary or permanent account deactivation

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