Refund Policy
Effective October 26, 2025
Duty Driver LLC values transparency and fairness in all transactions. This Refund Policy outlines the circumstances under which users, riders or drivers, may be eligible for a refund and explains the process for such requests.
General policy
All ride payments made through Duty Driver are considered final once a ride has been completed. However, refunds may be issued under certain circumstances outlined below.
Eligible refund situations
Refunds may be considered in the following cases:
- The ride was not completed due to app malfunction or system error.
- A rider was charged incorrectly due to duplicate booking or payment processing error.
- A driver failed to appear without notice or cancellation.
- The ride was cancelled by the driver before pickup without rider agreement.
- The rider cancelled before pickup and within the allowable grace period as stated in the app.
Each refund request is reviewed on a case-by-case basis.
Non-refundable situations
Refunds will not be issued for:
- Completed rides that meet service expectations.
- Cancellations made outside the app's cancellation window.
- Disputes between users unrelated to Duty Driver system error.
- Tolls, surcharges, or base-access fees that were disclosed before booking.
Refund process
- Open the Duty Driver app and go to Help → Payment Issues.
- Submit a refund request within 7 days of the transaction.
- Include ride details, date and time, and reason for the request.
Approved refunds will be processed within 5 to 10 business days through the original payment method.
Contact
Duty Driver LLC, California, USA. Email support@dutydrivervet.com.