Return and Refund Policy – WE Taxi


1. Eligibility for Returns and Refunds (Food Delivery)
Due to the nature of food items, we do not generally accept returns. However, users may request a
refund under the following circumstances:
• Incorrect Order Delivered: You received the wrong item(s) or someone else’s order.
• Missing Items: Items listed in your order were not delivered.
• Poor Food Quality: The food was spoiled, undercooked, or unhygienic.
• Delayed Delivery: Food was delivered excessively late (typically more than 60 minutes
late), affecting quality or usability.
• Non-Delivery: If you were charged but the order was not delivered.


2. Refund Process
To request a refund, you must contact our customer support via the app within 30 minutes of
delivery. You may be asked to provide:
• Order ID
• Description of the issue
• Clear photos of the food/item (in case of quality complaints)
Our team will investigate the complaint and process eligible refunds within 5 to 7 business days via
the original payment method or as in-app credit.


3. Non-Refundable Situations
Refunds will not be issued in the following cases:
• Customer changed their mind after placing the order
• Food was not consumed within a reasonable time after delivery
• Incorrect delivery address was provided by the user
• Dissatisfaction with food taste (subjective preferences) unless there is a quality issue


4. Rider-Related Issues (Food Delivery)
We hold our riders to high service standards. Refunds or credits may be issued in cases of:
• Misbehavior or rude behavior by the rider
• Rider marked order as delivered without actually delivering
• Damaged or spilled food due to careless handling
All such reports must be made within 1 hour of the issue for investigation.


5. Taxi Ride Refund Policy
WE Taxi is committed to providing safe, reliable, and fair taxi services. Refunds may be considered
under the following circumstances:
Eligible for Refunds or Ride Credit:
• Driver No-Show: If the assigned driver did not arrive at the pickup location.
• Unreasonable Delays: If the driver delayed excessively without valid reason.
• Driver Cancelled Ride After Arrival: If the driver arrived and then refused service without
cause.
• Unsafe or Inappropriate Behavior: If the driver engaged in unprofessional, threatening, or
reckless behavior.
• Overcharging or Route Manipulation: If the driver intentionally took a longer route or
changed the fare.
Non-Refundable Situations:
• Change of mind or rider cancelling after the driver is en route
• Incorrect pickup/drop location entered by the rider
• Delays caused by traffic or unavoidable external factors
• Fare disagreements when fare was clearly displayed and agreed upon
All ride-related complaints must be submitted within 24 hours of the ride completion through
the app.


6. Cancellation Policy
Food Orders:
• Orders can be cancelled within 5 minutes of placing them, as long as the restaurant hasn’t
started preparing the food.
• If the order is cancelled after preparation has begun, no refund will be given unless there is
a service error.
Taxi Rides:
• Rides can be cancelled within 2 minutes of confirmation without penalty.
• If the driver has already reached or is en route, a cancellation fee may apply.


7. Contact Us
For all refund or service-related issues, please contact:
Customer Support Hotline: 070 72 72 372
Email: info@wetaxis.com