سياسة الاسترداد والإلغاء

Ride fares

Vozi is a marketplace and does not collect or process ride fares. You pay your driver directly for the ride, so Vozi cannot issue refunds for a fare. Any dispute about a fare or the ride itself is between you and the driver. We’re happy to help mediate — contact us and we will do our best to assist.

Cancellations (the 24-hour policy)

• Either the passenger or the driver can cancel a confirmed booking free of charge up to 24 hours before the scheduled pickup time.
• A cancellation made less than 24 hours before pickup may incur a cancellation fee, payable to the party who was let down (the driver if the passenger cancels, or a goodwill remedy to the passenger if the driver cancels late).
• Because fares are paid directly to the driver, any cancellation fee is settled directly between the passenger and the driver. Vozi records the cancellation and the reason.

Vozi paid services (subscriptions & featured placement)

The following applies to optional paid services you buy from Vozi, which are sold and processed by our Merchant of Record, Paddle.

• 14-day cooling-off: if you are a consumer in the EU/EEA or UK, you may cancel a first-time purchase within 14 days for a full refund, unless the service has been fully performed with your prior consent.
• Subscriptions: you can cancel at any time; cancellation stops future renewals. The current billing period is generally not refunded on a pro-rata basis unless required by law.
• Featured placement: once a promotion has started running it is considered delivered and is non-refundable, except where it failed to run due to a fault on our side.
• Approved refunds are returned to your original payment method, typically within 5–10 business days depending on your bank or card issuer.

How to request a refund

Email billing@vozi.dev with your account email and the order or invoice reference. We aim to respond within 2 business days. Purchases processed by Paddle can also be managed via the receipt Paddle sends you.