Cancellations and Refunds

At Yana, we strive to provide a seamless and reliable ride experience for all our users. We understand that plans can change, and you may need to cancel a ride. Below is our policy regarding cancellations and refunds:

Cancellation Policy

• Grace Period: You can cancel a ride without incurring any charges if the cancellation is made within 2 minutes of your driver's acceptance of the ride request.
• Cancellation Fee: If you cancel a ride more than 2 minutes after your driver has accepted the request, a cancellation fee will be applied. This fee compensates the driver for their time and effort.
• Driver No-Show: If your driver fails to arrive at the pickup location within 5 minutes of the estimated arrival time, you may cancel the ride without any cancellation fee.

Refund Policy

• Completed Rides: Refunds will not be issued for successfully completed rides.
• Unsuccessful Rides: If a payment is processed, but the ride does not occur—such as in cases where the driver cancels, or there is a technical issue—you are eligible for a refund of the charged amount.

Requesting a Refund

If you believe you were incorrectly charged a cancellation fee or experienced an issue warranting a refund, please follow these steps:

In-App Support:

• Open the Yana app and navigate to the "Help" section.
• Select the trip in question.
• Choose the relevant issue and provide a brief description.

Customer Support:

• Contact our support team at support@yanacabs.com with your trip details and a description of the issue.

Our team will review your request and respond within 48 hours.

Please note that repeated cancellations or misuse of the cancellation policy may result in temporary suspension of your account.

By using Yana's services, you agree to adhere to this Cancellation and Refund Policy.