Privacy Policy

At Doro Rides, we are committed to fair and transparent service. This Refund Policy explains when and how refunds are issued for rides, payments, and cancellations.

1. CANCELLATIONS

Free Cancellation:

 You may cancel a ride for free within 2 minutes of a driver accepting your request

 No charge applies if you cancel before a driver is assigned

Cancellation Fee:

If you cancel after 2 minutes of driver acceptance, a cancellation fee will apply

The fee covers the driver's time and travel to your pickup location

 The fee amount is shown in the app before you confirm cancellation

Driver Cancellation:

If your driver cancels after acceptance, no charge is applied to you

If a driver cancels repeatedly, it is reported to our quality team

2. ELIGIBLE REFUNDS

You are entitled to a full or partial refund in the following situations:

You were charged for a trip you did not take

You were charged twice for the same trip (duplicate charge)

The driver took a significantly longer route without reason, causing an inflated fare

Your trip was cancelled by the driver after pickup

You were charged a fare significantly different from the estimated fare without explanation

A technical error caused an incorrect charge

 You did not receive the service you paid for

3. NON-REFUNDABLE SITUATIONS

Refunds will NOT be issued in the following cases:

You cancelled the ride after the free cancellation window

 The trip was completed as requested

You were unhappy with the driver's style but the trip was completed safely and on time

 Traffic delays or longer routes caused by road conditions beyond the driver's control

 You entered the wrong pickup or drop-off location

 Surge pricing that was clearly displayed and accepted before booking

 Cash payments (refunds for cash trips must be settled directly with the driver)

4. HOW TO REQUEST A REFUND

Step 1: Open the Doro Rides app

Step 2: Go to Trip History and select the relevant trip

Step 3: Tap "Help" or "Report an Issue"

Step 4: Select the issue and submit your request

Alternatively, email us at: support@doro.pk

Include: your registered phone number, trip date, and a description of the issue.

Refund requests must be submitted within 48 hours of the trip.

5. REFUND PROCESSING TIME

 Card payments: refunded within 5 - 7 working days to your original payment method

 JazzCash / EasyPaisa: refunded within 3 - 5 working days to your wallet

 In-app wallet credits: applied within 24 hours

 Cash payments: not eligible for digital refunds disputes must be resolved at the time of the trip

6. PROMOTIONAL CREDITS & VOUCHERS

Promotional credits and discount vouchers are non-refundable and non-transferable

 They cannot be exchanged for cash

 Unused credits expire as per the terms stated at the time of issue

Fraudulently obtained credits will be cancelled without refund

7. DRIVER EARNINGS

Driver earnings are non-refundable once a trip is completed and payment is released

In cases of proven fraud or misconduct, Doro Rides may withhold or recover payments from drivers

 Disputed driver earnings are reviewed by our team within 5 working days

8. DISPUTES

If you are not satisfied with our refund decision, you may escalate by emailing: legal@doro.pk

We aim to resolve all disputes within 7 working days. Unresolved disputes may be referred to the relevant Pakistani consumer protection authority.

9. CONTACT US

Company: Doropk Group – Doro PVT LTD

Support: support@doro.pk

Legal: legal@doro.pk

Website: dororides.com | doro.pk

Registered: SECP | FBR | IPO | Punjab Transport | TNC

Country: Pakistan 🇵🇰

Doro Rides - 100% Pakistani Owned & Built

Doro - Yeh Apna Hai 🇵🇰