At Go Sandwip, we aim to provide a fair and transparent experience for both our riders and our driver-partners. Since payments are currently made in cash directly to the driver, please review our policy regarding refunds and disputes.

1. Cash Payments

Once a trip is completed and the cash is handed over, Go Sandwip cannot physically "refund" the cash. However, we will investigate any claims of overcharging or service failure to ensure fairness.

2. Eligibility for Credit or Adjustments

You may be eligible for a discount coupon or credit on your next ride if you experience the following:

• Overcharging: The driver charged you more than the fare shown in the app.
• Technical Error: An app glitch showed an incorrect fare or doubled the distance unexpectedly.
• Incomplete Trip: The ride was terminated early due to a vehicle breakdown or driver issue, but you were charged for the full distance.

3. Cancellation Policy

• User Cancellations: You can cancel your ride request free of charge before the driver arrives at your pickup location.
• Wait Time: If a driver arrives and waits for more than 5 minutes without being able to reach you, they may cancel the ride.
• Frequent Cancellations: To maintain a reliable service for everyone in Sandwip, users who frequently cancel after a driver has been assigned may have their accounts temporarily restricted.

4. How to Report a Dispute

If you believe you were overcharged or had a poor experience, please follow these steps:

• Go to the "History" section in the app.
• Select the specific trip.
• Tap "Report an Issue" or "Fare Dispute."
• Provide details of the incident.

Our team will review the GPS data and fare calculation. If we find an error, we will compensate you via a promo code for your future travels.

5. Lost Items

If you leave an item in a Bike or CNG, please contact our support team immediately. While we are not responsible for lost items, we will do our best to help you get in touch with the driver to recover your property.

6. Contact Us