1. Scope
This Refund and Cancellation Policy applies to all rides booked through the Rumble Taxi platform in Tunisia. It supplements our Terms of Service. Capitalised terms not defined here have the meaning given in the Terms.
2. Rider Cancellations
You can cancel a Trip at any time before pickup directly from the app. Whether a cancellation fee applies depends on the elapsed time since the Driver accepted the Trip and on how far the Driver has travelled toward your pickup location.
- Free cancellation window: typically two (2) minutes after the Driver accepts the Trip, or before the Driver begins moving toward you.
- After the free window: a cancellation fee may be applied to compensate the Driver for time and fuel.
3. Driver Cancellations
Drivers may cancel a Trip in limited circumstances, including passenger absence, unsafe pickup location, vehicle breakdown, traffic incident, or violation of our community standards. Excessive or unjustified cancellations may lead to warnings, suspension or removal.
If a Driver cancels after accepting your Trip, you will not be charged a cancellation fee, and we will attempt to match you with another nearby Driver.
4. No-Show Policy
A Trip may be marked as a no-show if the Driver arrives, waits the minimum required time, attempts to contact you and you do not appear or do not start the Trip. Indicative timings:
- Standard rides: at least five (5) minutes.
- Airport pickups: at least fifteen (15) minutes.
- Premium products: at least ten (10) minutes.
If marked as a no-show, a fee equivalent to the standard cancellation fee plus the time-and-distance travelled by the Driver may be charged.
5. Cancellation Fees
Cancellation fees vary by product and city. The exact fee will be displayed in the app at the time of cancellation. Fees typically cover:
- The Driver's time.
- Fuel consumed travelling toward the pickup location.
- Reasonable platform-operating costs.
6. Refund Eligibility
You may be eligible for a partial or full refund of a fare or cancellation fee in cases such as:
- Driver no-show: the Driver did not arrive within a reasonable time and you cancelled.
- Significant route deviation: the Driver took an unreasonably longer route without justification.
- Vehicle issues: unsafe, unsanitary or not matching the description.
- Pricing errors: the fare charged exceeds the upper bound of the estimate due to a system error.
- Unauthorised charges: you did not request the Trip, or your account was used without your consent.
- Driver misconduct: confirmed safety, discrimination or harassment incidents.
7. Refund Process and Timing
To request a refund, go to your trip history in the app, tap Get help, and submit a refund request describing the issue. Our support team will investigate and respond, typically within forty-eight (48) hours. Once approved:
- Card payments: 5 to 10 business days, depending on your bank.
- Mobile wallets: 1 to 3 business days.
- Cash payments: may be issued as a credit on your Rumble Taxi account.
8. Fare Adjustments
We may proactively adjust a fare without a refund request when our fraud-prevention or quality-monitoring systems detect anomalies (for example, an unusually long route or extended GPS drift). You will receive an email or in-app notification if a fare adjustment is applied.
9. Disputes
If you disagree with a refund decision, you may escalate the dispute by replying to your support ticket or emailing contact@rumbletaxi.com with the trip ID and a detailed description. Disputes are reviewed by a senior support agent and the final decision is communicated within ten (10) business days.
10. Exceptional Circumstances
In exceptional circumstances such as natural disasters, civil disturbances, strikes or government-mandated lockdowns, normal cancellation rules may be temporarily relaxed. We will publish an announcement in the app and on this page when such measures are in effect.
11. Changes
We may update this Policy from time to time. The Last Updated date at the top reflects the latest version. Material changes will be notified to you in advance.
12. Contact
Questions about a charge or cancellation? Contact us at contact@rumbletaxi.com or +216 71 000 000.