Cancellation and Refund Policy

This policy explains what happens, financially, when a trip is cancelled, and how refunds work for the Jaber Aldarb wallet. It should be read together with our Terms and Conditions.

1.How and when you're actually charged

It helps to understand this first, since it shapes everything else in this policy. If you pay by cash, you pay your captain directly, in person — Jaber Aldarb never holds that money. If you pay from your Jaber Aldarb wallet, the fare is deducted from your balance only once your trip is completed, not at the moment you book. This means that if a trip is cancelled before it's completed, in almost every case nothing was ever charged to you in the first place — there's nothing to refund, because nothing was taken.

2.If you cancel before your trip starts

You can cancel a booking any time before your captain begins the trip, directly from the app. Because fares are only charged on completion (Section 1), cancelling beforehand does not result in any charge to your wallet, and there is nothing to refund.

3.If no captain becomes available

Occasionally, a shared booking may be cancelled automatically if no captain becomes available for that route in a reasonable time. You'll be notified in the app if this happens. As with any other pre-completion cancellation, no charge was made, so there is nothing to refund — you're simply free to book again.

4.Once a trip has started

Once a captain has started your trip, the fare becomes payable for the distance/points travelled. For shared rides where passengers can be dropped off individually along the way, each passenger's own fare is settled as they are dropped off; for a private trip, the full fare is settled when the trip is marked complete. A trip that has started and been completed is not eligible for a routine, no-reason refund — see Section 5 if you believe something went wrong.

5.Disputing a completed trip's fare

If you believe you were charged incorrectly for a completed trip — for example, the wrong fare was applied, or a trip was marked complete without the service actually being provided — contact us with your trip details (see Section 10) within [7] days of the trip. We'll review the trip record, including its route history, and if we agree the charge was wrong, we'll credit the disputed amount back to your wallet.

6.Refunding a wallet top-up

If you've added funds to your wallet that you haven't yet spent and would like refunded to your original payment method, contact us at the details in Section 10. Refunds of unspent wallet balance are processed back to the payment method used for the top-up, subject to our payment processor's own refund timelines. Any portion of your wallet balance that came from a supervisor adjustment (for example, a goodwill credit or a dispute resolution) is not eligible for cash refund and can only be used toward future trips.

7.How an approved refund is paid

An approved refund for a disputed trip (Section 5) is credited back to your Jaber Aldarb wallet, and can be used toward future trips or, where Section 6 applies, requested back to your original payment method. Refunds are not paid out in cash.

8.Captain payouts are separate

This policy covers what customers pay. How and when captains are paid out from their own wallet balance — including the platform's commission share — is covered separately in our Terms and Conditions and is not affected by a customer-side refund unless we specifically reverse a captain's earnings for that trip as part of resolving a dispute.

9.Changes to this policy

We may update this policy if how the app charges for trips changes — for example, when card payments are introduced. We'll update the "Last updated" date above when we do.

10.Contact us

To dispute a charge or request a refund, contact us at:
[Jaber Aldarb Est., info@madinahguide.net, phone: +966543116571]

If there is any conflict between this English version and the Arabic version of this document, the Arabic version is the authoritative, governing text.