Cancellation & Refund Policy
Last updated: September 10, 2026
This Cancellation & Refund Policy governs trip cancellations, no-shows, fare adjustments, refunds, credits, and disputed charges for PullUp Rideshare services. It supplements the PullUp Terms of Service and any service-specific agreement.
1. Cancellation Charges
A cancellation charge may apply when a rider, account holder, enterprise user, or other authorized requester cancels after a driver has accepted or begun traveling toward the pickup, after a disclosed cancellation window has expired, or when a rider is not reasonably available at the pickup location after an applicable waiting period.
The amount of a cancellation charge may vary by service type, timing, driver progress, reserved capacity, partner program, or other disclosed conditions.
2. Driver or Platform Cancellations
A rider will not ordinarily be charged a rider-initiated cancellation fee when PullUp or the assigned driver cancels for reasons not caused by the rider. However, a charge or adjustment may still apply where the rider provided materially inaccurate information, requested an unlawful or unsafe service, failed to meet program requirements, was unavailable, or otherwise caused the trip to be unable to proceed.
3. No-Shows and Waiting Time
PullUp may treat a trip as a no-show when the rider cannot be located, fails to respond through reasonable contact methods, is not ready within an applicable waiting period, or cannot lawfully or safely begin the trip. Waiting-time charges or no-show charges may apply if properly disclosed and permitted by law.
4. Refund Eligibility
Refunds are evaluated based on trip records, service status, timing, payment method, fare calculation, duplicate charges, documented service failures, safety concerns, partner funding rules, and applicable law. A refund is not guaranteed merely because a rider was dissatisfied, arrived later than expected, changed plans, or no longer needed the service.
Nothing in this policy limits a refund or other remedy that applicable consumer law requires.
5. Fare Adjustments
PullUp may correct obvious billing errors, duplicate charges, incorrect tolls, route-related errors, unauthorized adjustments, or other verified fare problems. PullUp may also correct undercharges or reverse credits issued because of fraud, duplication, technical error, or ineligibility, to the extent permitted by law.
6. Promotional Credits and Sponsored Rides
Promotional credits, rewards, vouchers, enterprise funding, grant-funded transportation, partner-sponsored rides, and other non-cash benefits may have separate rules. Such value may be nonrefundable, nontransferable, limited to eligible services, or returned to the sponsor rather than paid to the rider.
7. Refund Method and Timing
Approved monetary refunds will ordinarily be returned to the original payment method when feasible. Processing time may depend on banks, card networks, payment processors, app stores, sponsors, or other third parties outside PullUp’s control. Platform credits may be issued instead of cash only where permitted by law and applicable terms.
8. Chargebacks and Payment Disputes
Users should first attempt to resolve billing concerns through PullUp support when practical. Knowingly filing a false chargeback, misrepresenting an authorized trip as fraud, or repeatedly abusing payment-dispute systems may result in account restriction, collection activity, or other lawful remedies. PullUp may provide transaction records to payment processors, banks, insurers, enterprise clients, or regulators when reasonably necessary to resolve a dispute.
9. Enterprise and Program Transportation
Enterprise, organizational, school, care-related, workforce, community, or other sponsored transportation may be governed by a separate contract, purchase order, funding rule, or program schedule. Where such written terms directly conflict with this policy, the authorized written program terms control for that service.
10. Protected Parties and No Personal Liability
For this policy, “Protected Parties” means Onyx Repository Foundation, PullUp Rideshare, and their current and former directors, officers, founders, employees, volunteers, contractors, agents, representatives, successors, and assigns, including Rodney Addison and Amanda Dixon when acting in connection with PullUp, Onyx Repository Foundation, or an authorized program.
To the fullest extent permitted by law, no Protected Party incurs personal liability merely because that person communicated a fare, processed or reviewed a cancellation, handled a refund request, investigated a disputed charge, administered a sponsor-funded ride, or made a good-faith billing decision on behalf of the organization.
A refund, fare, or payment obligation is an obligation of the applicable contracting or payment entity and does not become the personal debt or guarantee of an individual representative merely because the representative communicated with the user.
This section does not limit liability that applicable law does not permit to be limited, including for a person’s own fraud, willful misconduct, or other non-waivable conduct.
11. Limitation Regarding Third-Party Payment Systems
PullUp and the Protected Parties are not responsible for delays, holds, reversals, card-network decisions, bank processing times, payment-processor outages, or other independent third-party payment actions except to the extent applicable law makes PullUp legally responsible.
12. Fraud, Abuse, and Indemnification
To the fullest extent permitted by law, a person who submits fraudulent refund claims, false chargebacks, falsified evidence, or other material payment abuse agrees to defend, indemnify, and hold harmless PullUp and the Protected Parties from third-party claims and losses caused by that misconduct. This does not shift liability that applicable law requires a Protected Party to bear.
13. Final Review and Legal Rights
PullUp may make a final platform determination after reviewing available evidence, but that determination does not eliminate any non-waivable statutory right, valid card-network right, insurance right, or remedy available under applicable law.