Refund Policy
We believe in clear and transparent policies. Please review our refund guidelines before confirming your booking — we want you to know exactly where you stand.
📅 Last updated: July 20261Booking Confirmation Fees
Certain transport services may require a booking confirmation fee to secure your seat, route allocation, or vehicle assignment. The applicable amount will always be communicated to you in writing on WhatsApp before any payment is made — never as a surprise.
How fees are used. Booking confirmation fees offset the operational cost of holding a seat, blocking a vehicle, or reserving a driver schedule.
Inter-emirate & intra-Dubai daily commuter routes
Private driver, multi-emirate corporate, or custom routing
2Refund Eligibility
Refund eligibility depends on the stage of booking and service allocation. The table below summarises the most common situations:
| Situation | Refund Eligibility |
|---|---|
| Service unavailable after confirmation | Full Refund |
| Duplicate payment received | Full Refund |
| Company unable to provide service | Full Refund |
| Customer cancels before route allocation | Subject to Review |
| Customer cancels after route allocation | Non-Refundable |
| No-show by customer | Non-Refundable |
This table is a guideline. The final decision depends on documentation, route operational status, and the timing of your request. Edge cases are reviewed individually and explained on WhatsApp.
3Refund Processing Time
Approved refunds are typically processed within 7–14 business days, depending on the original payment method and your bank’s settlement procedures.
Bank transfers and card refunds may take longer based on your bank’s processing schedule. You’ll receive a confirmation message once the refund is initiated from our side.
4Special Service Categories
Some service types have specific refund conditions that differ from the standard table above:
Monthly Transport Plans
Monthly transport plans already in progress are generally not eligible for partial refunds. If exceptional circumstances apply (illness, relocation, employer change), we review requests individually at management discretion.
Custom Route Bookings
Services arranged specifically for individual customers, corporate groups, or special routing have separate cancellation and refund conditions. These conditions are communicated to you in writing before any payment is requested.
School Transport
Refund requests related to school transport services are assessed based on the terms agreed during booking — including school term schedules, route allocation status, and notice period.
Corporate Transport Agreements
Refund and cancellation terms for corporate contracts are governed by the specific agreement signed between Pick N Drop Gulf and the client. Account managers handle these on a per-contract basis.
5How to Request a Refund
Four simple steps. No call centres, no waiting on hold — just a direct WhatsApp message to a real person on our support team.
Contact support
Reach out via WhatsApp or our Contact Us page within 7 days of the issue.
Share booking details
Provide your name, route, booking date, and payment reference.
We review the request
Our team verifies the booking, applies the policy above, and replies within 24–72 hours.
Refund is processed
Approved refunds are settled within 7–14 business days via the original payment method.
Our Commitment to You
We aim to handle every refund request fairly, transparently, and in accordance with the agreed service terms. If you ever feel a decision wasn’t fair — tell us. Our priority is keeping the relationship straight, not winning on technicalities.
6Frequently Asked Questions
Top questions about refunds and cancellations. If yours isn’t covered, message us on WhatsApp.
Are booking fees refundable?
Booking fees may be refundable depending on the cancellation stage and service allocation status. Before the route or vehicle has been allocated, fees are subject to review. After allocation, they are generally non-refundable because operational resources have already been committed.
How long do refunds take?
Approved refunds are generally processed within 7–14 business days. Bank transfer and card refund settlement times depend on your bank’s schedule, which can add 2–3 working days on top.
Can I cancel my monthly plan?
Cancellation requests are reviewed according to the applicable service terms agreed at booking. Mid-month cancellations of an active monthly plan are generally non-refundable for the remaining days, though exceptional circumstances are reviewed individually.
What happens if Pick N Drop Gulf cannot provide the service?
You will receive a full refund if the service we confirmed cannot be provided by us — for any reason on our side. No questions, no review period; the full amount is refunded within 7–14 business days.
How can I request a refund?
You can contact our support team through WhatsApp or the Contact Us page with your booking information (name, route, date, payment reference). Our team responds within 24–72 hours with a decision based on the policy above.