Payments, Cancellations, Refunds, No-Show Policy and VAT Invoices

Secure Payments via Stripe & Automated Refunds

All card payments, authorizations, refunds, and carrier payouts on Wayzi are processed securely via Stripe. Wayzi never holds customer funds in unregulated wallets, ensuring transparent and compliant financial processing:

1. 1Prepaid and Declined Bookings: Online payments are authorized securely at checkout. If a carrier is unable to accept your booking request, your card payment is promptly released and refunded in full.
2. 2Customer Cancellations: You can cancel a pending booking request at any time prior to carrier acceptance directly from your bookings workspace. For confirmed trips, refund eligibility depends on the carrier cancellation policy and how far in advance the cancellation is requested.

Missed Pickup Policy & 24-Hour Dispute Window

To ensure that scheduled long-distance transport stays on timetable, drivers wait up to 15 minutes at the scheduled pickup point. If a passenger or parcel sender is unreachable and cannot be picked up:
1. 1The carrier records a missed pickup.
2. 2The customer receives an immediate notice with a 24-hour dispute window. If the driver arrived late or at the incorrect address, you can open a dispute directly from your booking details.
3. 3If no dispute is submitted within 24 hours, standard missed pickup terms apply according to the carrier's published terms. When a dispute is opened, automated processing is paused and our support team personally investigates communication records and route telemetry to ensure a fair resolution.

Official Customer Invoices & VAT Breakdown

Invoices are issued in the name of the operating carrier and reflect the full transport service fare paid by the customer, including applicable VAT if the carrier is VAT-registered. The Wayzi platform commission is a taxable service fee billed to the carrier; the carrier is responsible for paying this fee, and it is never shown to customers as a non-taxable item.