LIBRERIDE · PLATFORM POLICIES
Refunds, cancellations & billing review
Before you request
Review the trip and displayed amount before confirming. The current flow has no separate cancellation or no-show fee. This policy introduces no new charge, refund deadline, or automatic refund entitlement.
Canceling and ending a trip
Use the cancellation option shown for your current trip stage. For an active ride, ask to end at a safe location; a request alone does not mean the trip has ended. Never ask the driver to stop somewhere unsafe. Contact support if the trip status is incorrect.
Pending card holds
A pending authorization reserves an amount; it is different from a completed charge. Cancellation does not guarantee immediate release of a hold. The payment provider or bank controls expiry and release timing. Check the transaction status with your bank if a hold remains pending.
When to request a review
Ask for a review if a charged ride could not be provided, an amount appears duplicated or incorrect, a charge is unrecognized, or a trip or service problem affected the ride. Explain what happened; each request must be reviewed against the trip and payment records. No outcome is promised before review.
How to submit
Use in-app Help for a trip issue, or contact rider support. Include the trip date, trip or receipt reference, disputed amount, and reason. Do not send full card numbers, security codes, passwords, bank credentials, or identity documents in ordinary messages.
Decision and payment status
Support should explain the decision and any approved amount. Approved refunds return to the original payment method; provider and bank processing determine when they appear. A request, approval, processing state, and completed refund are different stages. A credit is not a cash refund; any alternative must be explained and agreed where required.
Further review and your rights
Reply to support with the same reference and any new information if you disagree. Contact your bank promptly about an unrecognized transaction. Support review does not remove rights under applicable law or your payment provider’s dispute process. No contractual reporting deadline is added by this policy.