Akrid

    Cancellation and Refund Policy

    Proportional fee (market-style), no fixed amounts and no points penalty. Cap of 30% of the ride estimate. In the app, you see the amount before confirming cancellation.

    Cancellation fees (passenger)

    No fee

    R$ 0

    Before the driver accepts

    Free cancellation while the ride is still searching for a driver.

    No fee (grace)

    R$ 0

    Up to 2 minutes after acceptance

    Cooling-off window right after the driver accepts.

    Proportional fee

    Up to 30% of estimate

    After grace, with driver en route or at pickup

    Amount calculated proportionally to time and distance already committed by the driver. You see the estimate in the app before confirming cancellation.

    Waiver

    R$ 0

    Driver very late

    If the driver exceeds the ETA shown at acceptance by more than 5 minutes, passenger cancellation is fee-free.

    Pickup wait (by modality)

    ModalityFree waitNote
    Moto and Go5 minutesAfter the driver arrives, no extra charge within this window.
    Flow and Bag7 minutesLonger free wait for luggage or comfort boarding.
    Prime10 minutesGreater tolerance on the premium modality.

    If the fee cannot be charged immediately (e.g. cash ride or card failure), it becomes a pending debt. You can pay in Pending Debts in the app, or it will be included automatically on the next electronic-payment ride.

    Refund process

    01

    Refund Request

    Contact us through the app or site to request a refund. Provide details of the canceled ride.

    02

    Review

    Our team reviews the case within 48 business hours and checks the cancellation circumstances.

    03

    Approval

    If approved, the refund is processed automatically. You receive email confirmation.

    04

    Credit

    The amount is credited to your account or original payment method within 5–10 business days.

    Refund scenarios

    Driver Cancellation

    If the driver cancels, you receive a full refund automatically.

    Technical Issue

    If an app technical issue prevents the ride, a full refund is guaranteed.

    Driver No-Show

    If the driver does not appear after a reasonable wait, full refund.

    Passenger Cancellation (Fee Applied)

    The proportional cancellation fee (up to 30% of the estimate) is not refundable when applied.

    Change of Plans

    Cancellations after the grace period may incur a proportional fee under the rules below.