Refund & Cancellation Policy

Sahraye is a technology platform that connects you with independent drivers, riders, merchants, hosts, and service professionals. This policy explains how cancellations and refunds work for each service, alongside our Terms of Service.

1. Rides, courier & freight

• You can cancel free of charge while we are still finding you a driver, and within the grace period shown in the app after a driver is assigned.
• After the grace period, a cancellation fee may apply to compensate the driver who is already on the way. The exact amount is always shown in the app before you confirm the cancellation.
• If your driver cancels or never arrives, you are not charged, and any fee collected in error is reversed in full.

2. Food, grocery & shop orders

• You can cancel an order at no cost before the store accepts it.
• Once the store has started preparing your order, it may no longer be cancellable, because the merchant has already committed the goods.
• Wrong, missing, or damaged items: report the order from the app within 24 hours. Our team reviews every report and issues a refund or wallet adjustment where the claim is verified, normally within 3 to 5 working days.

3. Home services

Cancellation windows and any applicable visit fee are shown in the app before you confirm a booking and again before you cancel. A booking cancelled before the professional departs is free. Work already performed is charged per the quote you accepted.

4. Stays

Each listing shows its cancellation policy before you book. Refunds for cancelled stays follow that listing policy.

5. How refunds are paid

• Payments made digitally from a mobile wallet or bank account are refunded to the original payment method. We initiate approved refunds within 7 working days; your bank or wallet provider may take additional time to post them.
• Cash transactions are settled in person at the time of service, so there is nothing to refund remotely; verified claims on cash transactions are credited to your in-app wallet balance.
• Promotional credits are restored as credits and have no cash value.

6. How to request a refund

Open the trip, order, or booking in the app and tap Report an issue, or write to support@sahraye.com with the order details. Every request receives a review and a written outcome.

7. Contact

SAHRAYE (SMC-PRIVATE) LIMITED. Email: support@sahraye.com