Refund & Cancellation Policy

1. Cancelling your ride

Open your upcoming booking in the SNO Cabs app and check the available cancellation option. Review any fee shown before confirming, then check that the booking is marked as cancelled.

For scheduled rides, cancellation is free before the free-cancellation cutoff shown for your booking, provided no driver has been assigned. A fee may apply closer to pickup or after a driver is assigned, according to the policy shown with your ride.

If the cancellation option is unavailable or you cannot access the app, contact ride support as soon as possible. Closing the app or requesting account deletion does not cancel a booking.

2. Changing a booking

You may be able to change your pickup time or drop-off before a driver is assigned, subject to the time limits and number of changes allowed for your booking. A route change may change the fare; review the revised amount before confirming.

Changes may be unavailable close to pickup, after a driver is assigned or once the journey has started. Contact ride support if the change you need is unavailable.

3. When a driver cancels

A customer cancellation fee does not apply when your driver cancels the ride. Another driver may be arranged depending on availability; a replacement ride is not guaranteed.

If the ride cannot go ahead and you have already paid, contact support to review the payment and any refund due. You can also ask support about an incorrectly applied cancellation fee.

4. Missing your pickup

Be at the agreed pickup location at the scheduled time and keep your registered phone available. If the driver arrives and cannot reach you, or you do not arrive within the applicable waiting period, the ride may be cancelled and a missed-pickup fee may apply under your booking policy.

Contact ride support if there is a problem with the pickup location, the driver has not arrived or you believe a missed-pickup fee was charged incorrectly.

5. Refunds and payment queries

Refund eligibility and the amount due depend on the booking policy, the payment made and a review of the issue. Contact support about a cancelled ride you paid for, an unexpected charge, a duplicate payment or a payment taken for a ride that did not go ahead.

An eligible refund is returned to the applicable payment method or wallet after review. Ask support to confirm the amount, where it will be sent and the expected processing time for your payment method. Completion may depend on the bank or payment provider, subject to any time limits required by law.

If a payment is pending or you are unsure whether it succeeded, check its status and contact support before paying again. If an expected refund has not appeared, provide the payment reference so support can check it.

6. Requesting a review

Open the relevant booking and choose ride support, or email [email protected] with “SNO Cabs refund or cancellation” in the subject. Include your booking reference, ride date, payment reference if available, the amount in question and a brief description of what happened.

Do not send passwords, one-time login codes, card security codes or full payment-card details. Support may need to verify the booking or payment before reviewing your request.

Opening the email link on this page creates a message in your email app. Review and send it to submit your request. If the issue remains unresolved, contact AT Leasing using the details below and include your earlier support reference.

7. Your rights and policy updates

Nothing in this policy removes a refund, complaint route or other remedy available under applicable law. Booking-specific terms and any cancellation charges remain subject to those rights.

The date above identifies this version. A later policy does not remove rights relating to an earlier booking. Check the policy shown with your ride and contact support if you need help understanding a charge.