Refund & Dispute Policy

Effective date: July 16, 2025

1) Scope

This Policy covers refunds, ride disputes, and chargeback handling for completed, canceled, or disputed bookings.

2) Definitions

• Refund: return of funds to the original payment method or issuance of Nobleon credit.
• Dispute: rider challenge regarding service quality, billing, timeliness, or policy application.
• No‑Show: rider is unavailable/unreachable 15 minutes after scheduled pickup time.

3) When Refunds Are Eligible

• Service not provided: driver failed to arrive and you were reachable at the pickup time.
• System/processing error: duplicate charge or confirmed pricing error.
• Driver cancellation w/ insufficient notice: where a replacement could not be arranged.
• Material service failure: verified, significant deviation from the booked service (e.g., wrong vehicle class, refusal of required ADA service animal) that prevented the ride.

4) Non‑Refundable Situations

• No‑Show or arrival after the included waiting time (per Terms).
• Late rider cancellation within the fee windows stated in the Terms of Service.
• Policy violations (e.g., prohibited items, unsafe or abusive behavior).
• Cleaning/biohazard fees or damage to vehicle due to rider actions.
• Completed service as booked where logs and GPS confirm proper fulfillment.

5) Partial Credits

At our discretion, we may offer partial credits (instead of refunds) for verified inconveniences that did not prevent trip completion (e.g., minor delays due to traffic beyond the driver’s control). Credits are non‑transferable and expire 12 months after issuance.

6) How to Request a Refund or Open a Dispute

• Email: info@nobleonrider.com within 7 days of the ride date.
• Include: booking ID, date/time, pickup/drop‑off, description, and any supporting photos or screenshots.
• We aim to acknowledge within 2 business days and resolve within 7 business days.

7) Outcomes

• Approved refund: to the original payment method. Bank processing times vary (typically 3–10 business days).
• Partial refund/credit: where appropriate as per Section 5.
• Declined: if evidence contradicts the claim or falls under Non‑Refundable Situations.

8) Chargebacks

• You agree to contact us first to resolve issues. If you file a chargeback, we may submit evidence (GPS logs, communications, driver photos, timestamps) to the processor/bank.
• Chargebacks determined as unauthorized or in bad faith may lead to account suspension and recovery of processor dispute fees.

9) Special Cases

• Multi‑leg bookings: unused legs may be refunded if non‑use was caused by service failure attributable to Nobleon/driver.
• Events, peak times, or long‑distance transfers: stricter cancellation windows may apply as shown at booking; those terms control.
• Force majeure: weather, road closures, or emergencies are not grounds for refunds where the service was otherwise provided per safety guidance.

10) Relationship to Terms

This Policy supplements the Terms of Service. If a conflict exists, the Terms control.

11) Contact

📧 info@nobleonrider.com
📍 Nobleon Rider™, Boca Raton, Florida, USA