This Refund, Dispute, and Chargeback Policy explains how financial disagreements are reviewed and resolved for rides completed on the OwnRyde Platform.

All payments are processed securely through Stripe. By using OwnRyde, all Members agree to the terms outlined below.

1. No Cash Refunds or Off-App Payments

All payments, refunds, and dispute resolutions must occur within the OwnRyde Platform and through Stripe.

OwnRyde does not support:

• Cash reimbursements
• Off-app refund requests
• Peer-to-peer payment apps (Cash App, Zelle, Venmo)
• Manual adjustments outside of Stripe

2. Eligible Refund Situations

Refunds may be issued only when verified and approved by OwnRyde.

2.1 Incorrect Charges

• Duplicate charges
• Incorrect fare calculation
• App malfunction during the trip

2.2 Driver-Related Issues

• Driver did not follow pickup instructions
• Driver did not complete the ride
• Driver behaved inappropriately
• Driver intentionally took longer routes

2.3 System Errors

• Technical issues affecting pricing
• GPS errors causing incorrect distance calculations

Refunds are not guaranteed unless the issue is verified by OwnRyde.

3. Non-Refundable Situations

Refunds will not be issued for:

• Rider lateness
• Rider no-shows
• Last-minute cancellations
• Forgotten personal items
• Incorrect destination entered by the Rider
• Requests for off-platform rides
• Delays caused by the Rider
• Dissatisfaction with driver or vehicle preference
• Incorrect use of discount codes
• Credit or debit card limit issues

Riders are solely responsible for incorrect addresses, ride settings, or booking errors.

4. Dispute Submission

Members may submit a dispute within 48 hours of the trip through:

• In-app support
• Email: support@ownryde.com

All disputes must include:

• Trip ID
• Date and time of the trip
• Reason for the dispute
• Supporting photos or screenshots (if applicable)
• A clear explanation of the issue

Incomplete dispute submissions may be denied.

5. Investigation Process

OwnRyde reviews available data including:

• GPS trip logs
• Route and distance data
• Wait time records
• Driver and Rider messages
• App activity logs
• Photos and uploaded evidence
• Cancellation records
• Phone masking logs
• Timestamps

All financial determinations made by OwnRyde are final.

6. Chargebacks (Bank Disputes)

If a Rider disputes a charge directly with their bank:

• Stripe freezes the disputed funds
• OwnRyde is notified
• An evidence package is submitted to the bank

Evidence may include:

• GPS and route data
• Pickup and drop-off details
• Chat and communication logs
• Safety and incident logs
• Ride completion confirmation
• Policy acceptance records
• Driver and Rider history

Banks, not OwnRyde, make the final chargeback decision.

7. Abuse of Chargebacks

Any Rider who engages in chargeback abuse, including:

• Repeated invalid chargebacks
• Fraudulent activity
• Submitting disputes without contacting OwnRyde
• Using chargebacks to avoid payment

May face:

• Account suspension
• Account termination
• Stripe account restrictions
• Legal action for fraud
• Financial recovery proceedings

OwnRyde has zero tolerance for chargeback abuse.

8. Driver Earnings Disputes

Driver Members may dispute:

• Incorrect payouts
• Missing fare adjustments
• Trip miscalculations
• Incorrect cancellation fees
• Stripe payout issues

Drivers must provide:

• Trip ID
• Screenshots
• A description of the issue

OwnRyde will review and respond within 3–7 business days.

9. Refund Method & Timeline

If a refund is approved:

• The refund is processed through Stripe
• Funds are returned to the original payment method
• Banks may take 3–10 business days to finalize the refund
• Stripe sends a confirmation email

Refund timing depends on the Rider’s bank and not on OwnRyde.

10. Fraud Prevention

Refund requests may be denied if:

• Evidence contradicts the Rider’s claim
• GPS data confirms the trip was completed correctly
• The Rider has a history of disputes
• Photos show Rider-caused damage
• The Driver followed proper procedures

OwnRyde actively screens for fraudulent refund requests.

11. OwnRyde Final Decision Authority

OwnRyde reserves the right to:

• Approve or deny refund requests
• Adjust fares based on verified trip data
• Suspend accounts for excessive disputes
• Block fraudulent users
• Reverse fees or charges when supported by evidence

All decisions made by OwnRyde are final.

12. Member Acknowledgment

By using the OwnRyde Platform, Members acknowledge and agree that:

• Stripe processes all payments and refunds
• Refunds require verification and approval
• Chargeback abuse leads to removal from the Platform
• System data is used to determine accuracy
• Not all requests qualify for refunds
• Refund timelines depend on banking institutions
• This policy applies to all Members