Neighborly Rideshare

Return & Refund Policy (Platform-Based Services)

Last Updated: December 27th 2025

Neighborly Rideshare operates as a technology platform that facilitates ride and delivery matching between users and independent, third-party drivers. We do not provide transportation services ourselves. All rides and deliveries are performed solely by independent drivers who choose to accept requests through our platform.

Because services arranged through the platform involve real-time coordination with independent drivers, traditional “returns” do not apply. However, we are committed to transparency and fairness and may issue refunds or account credits in limited situations, as outlined below.

This Return & Refund Policy is incorporated into and governed by our User and Driver Terms and Conditions, including Sections 6 (Purchases and Payment), 7 (Subscriptions), 8 (Refunds Policy), 18 (Services Management), and 20 (Termination).

When Refunds or App Credits May Be Issued

Refunds or account credits are not guaranteed and are reviewed on a case-by-case basis. At our discretion, a full or partial refund or app credit may be issued in situations such as:

Driver Did Not Arrive

  • A driver accepted the request but did not arrive, and

  • The ride was marked complete or a charge was applied in error.

Timely Cancellation Within Grace Period

  • You canceled shortly after submitting a request (typically within a brief grace window shown in the App), but

  • A charge was still applied due to a system or processing issue.

Duplicate or Incorrect Charges

  • You were charged more than once for the same ride, or

  • An incorrect fee was applied due to a technical error.

Safety-Related Concerns

  • You ended a ride early or declined to proceed due to reasonable safety concerns, such as driver behavior or vehicle condition.

Platform or Processing Errors

  • A confirmed system error resulted in an improper charge or booking outcome.

When Refunds or Credits Are Not Typically Issued

The following situations are generally not eligible for refunds or credits:

Late Cancellations

  • A ride was canceled after the applicable grace period had ended.

Rider No-Show

  • The driver arrived at the pickup location, waited the required time, and the rider did not appear.

Change of Plans

  • You chose not to complete the ride after it began or exited early for personal reasons unrelated to safety or platform error.

Traffic, Weather, or Route Conditions

  • Delays, longer trip times, or fare changes caused by traffic, construction, weather, or other conditions outside the platform’s control.

Driver Pricing or Route Decisions

  • Independent drivers determine routes and operate their vehicles at their discretion, subject to law. Variations that do not involve clear error or misconduct are not refundable.

Deposits, Subscriptions, and Ride Weekly Requests

Some services (such as Ride Weekly) may involve deposits, preauthorizations, or recurring charges.

  • Any deposit or subscription charge will be clearly disclosed before payment.

  • Deposits are generally applied toward the total cost of service and may be non-refundable, as disclosed at checkout.

  • Failure to complete required payments within disclosed timeframes may result in the request being released or canceled.

  • Refund eligibility for deposits or subscriptions is governed by the specific terms shown at checkout and Section 7 (Subscriptions) of our Legal Terms.

How to Request a Refund or Report an Issue

If you believe a charge was applied in error or wish to report an issue:

  1. Open the Neighborly Rideshare App or visit our support page.

  2. Locate the relevant trip in Trip History and note the Ride ID.

  3. Submit a support request with:

    • The Ride ID

    • A clear description of the issue

    • Any relevant details or context

Our platform support team typically responds within 24–48 hours, though response times may vary.

Additional Review Notes

  • Each request is reviewed individually. We may request additional information (such as timestamps or screenshots) to evaluate the issue.

  • Refunds may be issued as app credits or returned to the original payment method, depending on the circumstances.

  • Repeated, abusive, or fraudulent refund requests may result in denial of future requests or restriction or termination of account access, consistent with our Terms.

Important Platform Disclaimer

Neighborly Rideshare does not guarantee rides, drivers, timing, or outcomes. Refund decisions do not imply fault or responsibility by the platform or any independent driver and are made solely as a customer service accommodation where appropriate.

Final Note

We value the trust our community places in Neighborly Rideshare. While independent drivers control whether and how they provide services, we aim to operate a fair and transparent platform experience for everyone involved.

If something goes wrong, we encourage you to reach out so we can review the situation.

Thank you for using Neighborly Rideshare.