​Refund Policy

Last Updated: 5 July 2026

Refund Policy

At PikGo, we are committed to providing safe, reliable, and transparent transportation services. We understand that unexpected situations may arise, and we strive to handle every refund request fairly, consistently, and professionally.

Our refund policy is designed to protect the interests of both passengers and drivers while ensuring that every request is reviewed based on accurate trip information and supporting evidence.

Every refund request is assessed individually. We review booking records, GPS tracking data, payment information, communication history (where applicable), and any additional documentation provided to determine the appropriate resolution.

When You May Be Eligible for a Refund

You may be eligible for a full or partial refund in situations including, but not limited to:

• You were charged more than once for the same trip.
• An incorrect fare was charged due to a technical, billing, or payment processing error.
• Your driver cancelled the trip after accepting your booking and no suitable replacement driver was available.
• You were charged for a journey that never took place.
• A confirmed service issue significantly affected your travel experience.
• Your payment was processed successfully, but the booking could not be completed due to a verified system error.
• The fare charged differs significantly from the fare displayed during booking because of a verified technical issue.
• Any other circumstance where PikGo determines that a refund is appropriate after reviewing all available information.

Refund eligibility is determined solely after reviewing all relevant trip and payment records.

Situations That May Not Qualify for a Refund

Refunds may not be granted in situations such as:

• Delays caused by traffic congestion, weather conditions, road closures, accidents, or other circumstances beyond the driver’s or PikGo’s control.
• Changes to the route requested by the passenger during the trip.
• Incorrect pickup or destination information entered by the passenger.
• Failure of the passenger to appear at the agreed pickup location.
• Cancellation after the applicable free cancellation period has expired.
• Charges that were correctly calculated according to the booking details and pricing policy.

Each case will still be reviewed individually before a final decision is made.

Cancellation Fees

A cancellation fee may apply if:

• Your driver has accepted the booking and has already started travelling to your pickup location.
• The driver has arrived at the pickup point and waited for the required waiting period.
• The booking is cancelled after the applicable free cancellation period.
• The passenger cannot be reached or does not arrive at the pickup location within the waiting time.

If the cancellation occurred because of a technical issue, a system malfunction, or an error made by PikGo or the driver, any applicable cancellation fee may be refunded after investigation.

Payment Errors

If you believe that you have been charged incorrectly, charged multiple times, or notice any unexpected transaction related to your booking, please contact our Support Team as soon as possible.

Verified payment errors will be refunded in full using the original payment method whenever possible.

For security reasons, PikGo may request additional information to verify payment ownership before processing a refund.

Refund Processing Time

Once your refund request has been reviewed and approved:

• Refunds are generally processed within 5–10 business days.
• Processing times may vary depending on your bank, credit card provider, or payment service provider.
• International payments may require additional processing time.
• Refunds will normally be returned to the original payment method used during booking.
• If the original payment method is no longer available, our Support Team will advise you on the available alternatives where legally permitted.

How to Request a Refund

To help us process your request quickly, please include:

• Your booking or trip reference number.
• The date and approximate time of the trip.
• The email address or phone number associated with your account.
• A clear explanation of the issue.
• Any relevant screenshots, receipts, or supporting documents.

Providing complete information allows us to investigate your request more efficiently.

Fraud Prevention

To protect passengers, drivers, and the integrity of our platform, PikGo reserves the right to investigate all refund requests.

Refund requests that are found to be fraudulent, misleading, abusive, intentionally false, or submitted in bad faith may be rejected.

Repeated abuse of the refund process may result in:

• Temporary account suspension.
• Permanent account termination.
• Restriction of certain platform features.
• Additional verification requirements for future bookings.

Where appropriate, PikGo reserves the right to report fraudulent activities to the relevant authorities.

Chargebacks

If you initiate a payment dispute or chargeback through your bank, credit card issuer, or payment provider, PikGo may temporarily suspend the related account while the dispute is investigated.

We strongly encourage customers to contact our Support Team before initiating a chargeback. In many cases, issues can be resolved much faster through our internal review process, avoiding unnecessary delays and additional banking procedures.

Submitting both a refund request and a chargeback for the same transaction may delay the investigation until the dispute has been resolved.

Our Commitment

Customer satisfaction is one of our highest priorities.

Our goal is to resolve every refund request fairly, transparently, and as quickly as possible while maintaining a balanced approach that protects both passengers and drivers.

We continuously improve our services and review customer feedback to deliver a safer and more reliable transportation experience.

Contact Us

If you have any questions regarding this Refund Policy or need assistance with a payment or refund request, please contact us.

Pikpalvelu Oy

Business ID: 3420221-7

Address:
Vuorikummuntie 2 A 4
00390 Helsinki
Finland

Email: info@pikgo.fi

Website: www.pikgo.fi

We aim to respond to all refund-related enquiries as promptly as possible and appreciate your patience while your request is being review.