Refunds & Disputes

Ride On Click is the trading name of Matta Prime Limo Passenger Transport Via Luxury Cars - Sole Proprietorship L.L.C.. That is the name that may appear on your card statement, so a charge you do not recognise under that name is very likely one of ours — please WhatsApp +971 52 750 5929 or email info@rideonclick.com before disputing it with your bank.

It depends how you chose to pay. Cash costs you nothing until the ride is over. Card charges the quoted fare when you book — and because a person still has to check availability afterwards, the first thing that policy has to cover is what happens if we cannot take the trip.

• Card — you pay on Stripe's secure page as you book, and the amount is the fare quoted on screen. If we cannot cover your trip, you are refunded in full; you never pay for a ride we did not accept.
• Cash — paid to the driver at the end of the trip. Nothing is taken in advance, so there is nothing to refund if the trip does not happen.
• Bank transfer — arranged with you directly, usually for corporate accounts.

Card payments are handled by Stripe. We never see or store your full card number.

The charge depends on how much notice we have. The rules are in our terms; this is what happens to money you have already paid.

• More than 1 hour before pickup — no charge. Anything paid is refunded in full.
• Less than 1 hour before pickup — 50% of the fare is due. If you have paid in full, the remaining 50% is refunded. If you have paid nothing, we invoice the 50%.
• No-show — the full fare is due and no refund is issued. If you were delayed rather than absent, tell us: waiting time is allowed for, and a driver who waited is a different situation from one who was never needed.
• We cancel — a breakdown, an unavailable driver, or conditions that make the trip unsafe. Nothing is charged and anything paid is refunded in full, whatever the notice.

A refund is not limited to cancellations. Tell us what happened and we will put it right — in most cases without argument, because a trip that did not work is not one we want paying for.

• The driver did not arrive, or arrived so late the trip was pointless — refunded in full.
• A different class of vehicle turned up than the one you booked — refunded the difference, or in full if the vehicle could not carry your party.
• You were charged more than the fare we confirmed — the difference is refunded. A confirmed fare does not change for traffic, route or demand.
• Something else went wrong — tell us and we will assess it. Partial refunds are normal where part of the service was delivered.

Two exceptions, both in our terms: a trip we end because it became unsafe or abusive, and charges you agreed during the trip such as extra stops or additional hours.

There is no form. WhatsApp +971 52 750 5929 or email info@rideonclick.com with your reference code and what went wrong. A person reads it — we do not run a ticket queue.

• Ask within 14 days of the trip where you can. We will still look at older requests, but details get harder to check.
• We reply within 2 business days. Refunds arenot automatic — a person reads the request and decides it against this policy, which normally takes1–2 business days from the point we agree it.
• If we disagree, we will tell you why in writing rather than stop replying.

• Card — refunded to the same card through Stripe. We send it within 1–2 business days of agreeing it; your bank then takes a further 5–10 business days to show it. We cannot refund to a different card or in cash.
• Bank transfer — returned to the account it came from, within 1–2 business days of agreeing it.
• Cash — there is nothing to return, because cash is paid after the trip. Where a cash trip went wrong we agree a credit against a future booking, or a transfer to your account.

Your tracking page shows the refund — the amount and the date we sent it — as soon as it leaves us, so you can tell the difference between a refund still with your bank and one we have not sent yet. Nothing on that page changes by itself: a figure appears there only because a person issued the refund.

Refunds are made in AED, the currency you were charged in. If your card is billed in another currency, your bank's exchange rate on the refund date may differ slightly from the rate on the original charge — that difference is your bank's, not a deduction by us.

If you think a charge is wrong, WhatsApp +971 52 750 5929 or email info@rideonclick.com first. We can usually resolve it in a day, and a refund we issue directly reaches you faster than one that goes through your bank.

If you raise a chargeback with your bank instead, we will respond with the booking record — the confirmed fare, the messages agreeing it, and the trip itself. Where the claim is right we will not contest it. We may decline future bookings from an account that charges back a trip we delivered and agreed.

This policy does not affect your rights under UAE consumer protection law.

WhatsApp +971 52 750 5929 or email info@rideonclick.com. We answer any hour, any day, and refunds are handled by the same people who handle the bookings.