Refund & Cancellation

1. User Cancellations & Driver Payouts

At Life Run, we protect our Driver Partners' time and fuel costs. If a user cancels a request, the following rules apply:

• Immediate Cancellation: If a user cancels within 2 minutes of booking, no fee is charged, and no payout is made.
• After Dispatch: If a user cancels after the ambulance has moved significantly toward the pickup location, a Base Cancellation Fee will be credited to the driver.
• On-Site Cancellation: If the user cancels after the driver reaches the location, the driver is entitled to a higher compensation to cover the mobilization of medical staff.

2. Driver Partner Cancellations

We understand emergencies happen, but frequent cancellations by drivers affect the platform's reliability.

3. Refund Processing

Refunds for users are handled directly by Life Run. As a driver, you do not need to process cash refunds for digital payments.

• If a user overpays via the app, the refund is processed to their original payment method within 5-7 business days.
• Drivers are only paid for the distance and service actually rendered as per the app's GPS tracking.

4. Fare & Refund Disputes

If there is a disagreement regarding a trip fare or a cancellation fee:

• The driver can raise a dispute via the "Support" section of the Life Run Driver App.
• Our team will review the GPS logs and trip timestamps to make a final decision within 24 hours.