Cancellation and Refund Policy.

Cancellation & Refund Policy

Effective Date: 29 September 2026

Drive Assist knows that plans may change at any time. This cancellation & refund policy sets out the rules that apply when a customer cancels a driver booking made through the Drive Assist website, mobile app, WhatsApp, or phone.

1. Cancellation by the Customer

• Customers can cancel a confirmed booking by getting in touch with Drive Assist through any support channel, or directly through the booking platform if that option is available.
• The cancellation charge depends on how much notice is given before the scheduled pickup.

Note: If the cancellation terms shown at the point of booking are different from the above, those terms are the ones that count.

2. No-Show

• If a customer is not at the pickup location or cannot be reached once the driver has arrived and the waiting period has passed, the booking may be treated as a no-show.
• The customer may be charged up to the full booking amount, depending on the service and the situation.
• Before marking a booking as a no-show, the driver or Drive Assist will try to reach the customer.

3. Cancellation by Drive Assist

Drive Assist may have to cancel a booking in situations such as:

• The driver is unavailable or cannot complete the trip.
• Operational or technical problems on Drive Assist’s end.
• Safety, security, or compliance issues.
• Booking details that are wrong, incomplete, or misleading.
• Events outside Drive Assist’s control.
• Any other situation where the service genuinely cannot go ahead.

If Drive Assist cancels a booking that has already been paid for, a refund or alternative will be arranged depending on the situation.

4. Driver No-Show or Service Failure

• If the assigned driver does not show up, or Drive Assist fails to deliver the booked service for reasons on its end, the customer should contact customer support right away.
• Drive Assist will look into it and, depending on what happened, either send a different driver, reschedule the booking, or process a refund.

5. Changes to a Booking

• If a customer needs to change the pickup time, date, location, destination, trip type, or anything else about the booking, the request should be made as soon as possible.
• Changes depend on driver availability and may affect the fare or generate a cancellation charge if they significantly alter the original booking.
• A change to a booking is only confirmed once Drive Assist sends confirmation of the updated details.

6. Refunds

• Approved refunds go back to the payment method used for the original booking, where this is possible.
• How long the refund takes to show up in the customer’s account depends on their bank, card provider, or payment service.
• Drive Assist processes qualifying refunds within the relevant timeframe.

7. Advance Payments

• If a deposit or full payment was taken upfront, the amount refunded will follow the cancellation terms that apply to the booking.
• If any part of the payment is non-refundable, the customer will be told before they pay, where the law allows and it applies to the service in question.

8. Special Circumstances

• If a cancellation is due to an emergency, illness, severe weather, government restrictions, road closures, a natural disaster, or other exceptional circumstances, Drive Assist may look at the request separately.
• Whether an exception is made is down to Drive Assist’s judgement, taking into account what happened and what the law requires.

9. Bookings Made via WhatsApp or Phone

• Bookings made through WhatsApp, phone, or any assisted channel follow the same cancellation terms, unless different terms were agreed before the booking was confirmed.
• To cancel a WhatsApp booking, the customer should send the request in the same WhatsApp thread or through Drive Assist’s official support channel.

10. Disputes Regarding Cancellation Charges

• If a customer thinks a cancellation charge has been applied incorrectly, they can contact Drive Assist’s support team with their booking reference and the relevant details.
• Drive Assist will review the booking and the circumstances of the cancellation.

11. Policy Changes

• Drive Assist may update this policy from time to time. Changes will appear on this page with a new effective date.
• The terms that applied when the booking was made are the ones that govern that booking, in line with applicable law.

12. Contact Us

For help with a cancellation, refund, or anything booking-related, customers can reach Drive Assist through the details below or in their booking confirmation.

• Website: driveassists.com 
• Customer Support: 9667793222
• Email: booking@driveassists.com 
• WhatsApp: 9667793222