The short version
- Ride fare issue? If you were overcharged, double-charged, or the driver didn't show up, you get a full refund.
- Driver subscription? First 8 weeks are free. After that it’s a flat Rs 200/day — unlimited rides, 0% commission — and generally non-refundable, with a few clear exceptions below.
- How to request: open the ride / payment in the app and tap "Report a problem" — or message us on WhatsApp.
- How long: 1–10 business days depending on payment method.
- No questions asked refund window: 24 hours from the trip end, for clear charge errors.
01 About this policy
This Refund Policy explains when Hailz refunds money to riders and drivers, how to request a
refund, and how long it takes. It works together with our
Terms & Conditions.
About Hailz: Hailz operates a SaaS (Software-as-a-Service) platform
— our app is the software that connects independent Pakistani drivers with passengers. Drivers
pay a flat PKR 200 per day to use the software — unlimited rides — and keep
100% of every fare. Our vision is to transform Pakistan's transport industry by building a fair,
locally-made, industry-standard ride app for every Pakistani rider and driver.
"Hailz" refers to Hailz (Pvt) Ltd, operator of the Hailz mobile application and website.
This policy applies to all rides booked and subscriptions paid in Pakistan.
02 Ride fare refunds
We want every rider to feel they got a fair deal. If something went wrong with the fare,
we'll fix it — usually within minutes.
Eligible for refund
- You were charged more than the fare shown when you confirmed the ride.
- You were charged twice for the same ride.
- The driver took a clearly longer route without your agreement.
- The driver never arrived and the ride was marked complete by mistake.
- The ride was cancelled by the driver but you were still charged.
- You paid cash and were also charged in the app.
- An app or payment-gateway error caused the wrong amount to be charged.
Not eligible
- You changed the destination mid-trip and the fare increased.
- You asked the driver to wait or make extra stops.
- Traffic or road closures made the trip longer than estimated.
- You cancelled the ride after the driver had been on the way for 3+ minutes (a small cancellation fee applies).
- You used a referral or promo discount and now want it reversed for cash.
- The ride was completed normally and you simply changed your mind afterwards.
04 Cancellation fees
A small cancellation fee (currently PKR 50) may apply if you cancel a booking
after the driver has been travelling toward you for more than 3 minutes. The fee goes to the
driver in full to cover their fuel and time.
The cancellation fee is refunded automatically if:
- The driver was more than 5 minutes late from the displayed ETA.
- The driver asked you to cancel.
- The vehicle that arrived didn't match the one in the app.
- You felt unsafe and reported it through the SOS or support flow.
05 Driver subscription refunds
Hailz uses a flat daily subscription instead of taking commission from
drivers. New drivers get their first 8 weeks free after their driver profile is
approved, and after that the subscription is charged daily in advance.
| Plan | Rate | What you get |
|---|
| Hailz Driver — all vehicles (bike, rickshaw, car) |
PKR 200 / day |
Unlimited rides · 0% commission — keep 100% of every fare |
Eligible for refund
- You were charged twice for the same day (double charge on the same day).
- You were charged after a verified account closure request.
- A platform-wide outage prevented you from accepting rides for more than 24 continuous hours — we issue a pro-rated credit or refund.
- You were charged after a documented payment-gateway error.
- Your account was approved but blocked due to an internal Hailz error that took us more than 7 days to fix.
Not eligible
- You didn’t drive much that day or didn’t get enough trip requests.
- You took personal time off, or your vehicle was in the workshop.
- Local internet or fuel-pricing issues affected your earnings.
- Your account was suspended or terminated for breaking our Terms.
- You changed your mind after a day you’ve already paid for.
Cancelling future billing is always free. Turn off auto-renew in the app any time —
you keep access until the end of the day you’ve already paid for.
06 How to request a refund
The fastest way to get a refund is from inside the app:
- Open the trip or payment. Go to Ride History (riders) or Wallet → Payments (drivers).
- Tap "Report a problem". Choose the closest reason — Overcharged, Driver didn't arrive, Double charge, etc.
- Add a short note. Tell us what happened in a sentence or two. Screenshots help.
- Submit and wait. You'll get a response by WhatsApp or in-app within 24 hours. Most clear cases are refunded the same day.
You can also reach us directly:
Please raise refund requests within 7 days of the ride or charge. Older
requests are harder to investigate but we'll still try.
07 How long refunds take
Once approved, the time you actually see the money back depends on how you paid. We send the
refund the same day; the rest is your payment provider.
| Payment method |
Typical refund time |
| Hailz wallet credit | Instant |
| JazzCash | 1–3 business days |
| EasyPaisa | 1–3 business days |
| Debit / credit card | 5–10 business days (set by your bank) |
| Cash ride | Refunded as Hailz wallet credit, instantly |
If you don't see the refund after the timeframe above, send us your transaction ID and we'll
follow it up with the payment provider on your behalf.
08 Refund methods
By default, refunds go back to the original payment method. In some situations we'll offer:
- Hailz wallet credit — instant and can be used on your next ride.
- Bank transfer — for larger refunds where the original card is no longer valid (you'll need to share IBAN details).
- Cash refund — only available in limited offline cases via our Lahore office.
You're welcome to ask for wallet credit instead of a card refund — it's faster.
09 Promotions, credits & vouchers
- Promotional credits and referral bonuses are not refundable for cash.
- Ride credits earned by completing in-app surveys are promotional: they are applied as booking discounts, have no cash value, are non-refundable, and may expire or be revoked for abuse.
- If a ride that was paid with promo credit is cancelled, the credit goes back to your wallet, not your card.
- Expired credits cannot be reinstated.
- If you receive a refund for a ride that used a promo, only the cash portion you actually paid is refunded.
10 Disputes
If you disagree with our refund decision, write to
support@hailz.co with the subject line
"Refund review" and your ride or payment ID. A senior team member will re-review the
case within 5 business days.
Please do not raise a chargeback with your bank before contacting us — we can almost always
resolve the issue faster directly, and chargebacks may temporarily restrict your account while
the bank investigates.
11 Contact us
Last updated: 11 June 2026. Version 1.1.
Related: Terms & Conditions · Privacy Policy.