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Refund Policy – Safryat

Effective Date: 08 / 06 / 2025

1. Scope

This policy explains when Safryat will refund fares, apply cancellation fees, or credit duplicate charges for rides booked through the Safryat mobile application.

2. Eligibility for Refunds

  • 2.1 Grace‑period cancellation. If you cancel within five minutes of making a request and the driver has not yet been dispatched, Safryat issues a full refund.

  • 2.2 Late cancellation. After a driver is assigned or more than five minutes have elapsed, cancellation triggers a partial refund—the fare minus a fixed cancellation fee.

  • 2.3 Rider no‑show. When a driver arrives and waits five minutes or more without the rider boarding, the trip is logged as a no‑show and no refund is due.

  • 2.4 Service failure. If the journey fails because of a driver no‑show, unsafe conduct, route manipulation, or proven overcharge, Safryat will investigate and may grant a full or partial refund.

  • 2.5 Duplicate or erroneous charges. Any accidental duplicate card charge or unresolved authorization hold is fully reimbursed.

  • 2.6 Force‑majeure events. Cancellations due to circumstances outside everyone’s control (e.g., road closures, extreme weather) qualify for a partial refund after deduction of reasonable costs already incurred.

3. How to Request a Refund

  1. In‑App: Go to Trips → Help → Refund or Review Fare within 30 days of the ride.

  2. Email: Write to support@safryat‑sham.com, including the ride ID, date/time, and a brief description of the issue.

  3. Platform Stores: For payments made via Google Play or Apple in‑app purchase, you may also file a store‑level refund request within 48 hours of the transaction.

Safryat acknowledges your claim within 24 hours and usually resolves it within 72 hours; complex investigations may take up to 10 business days.

4. Refund Method & Timing

Approved refunds return to your original payment method (card, wallet, or store balance). Funds generally appear in 3–5 business days, subject to bank or store processing cycles.

5. Non‑Refundable Charges

  • Tolls, parking, or surcharges already incurred

  • Cleaning or damage fees attributable to the rider

  • Voluntary tips paid to drivers

6. Abuse Prevention

Safryat may suspend or terminate accounts that repeatedly request unwarranted refunds or display fraudulent activity.

7. Legal Compliance

This policy is designed to comply with Jordan’s Consumer Protection Law No. 7 of 2017, which grants consumers the right to redress when services are defective or not delivered as agreed.

8. Changes to This Policy

Safryat may update this Refund Policy periodically. Continued use of the App after changes are posted signifies acceptance of the updated terms.

9. Contact Us

Email: support@safryat‑sham.com
Phone: +962 79 033 6787
Mailing Address: Safryat Al Rowad, King Abdulla St, Irbid, Jordan

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