Legal

Refunds & Cancellations

Last updated · June 11, 2026

This Policy describes when payment is collected, when fees apply, and how to request a refund. It supplements the Terms of Service. All amounts are in U.S. dollars unless stated.

1. Authorization & holds

When you confirm a request, Roūte (through Stripe) may place a temporary authorization hold on your payment method. The final charge is captured when the job is completed or a cancellation fee applies.

2. Customer cancellations

Before a Provider is assigned: free.
After assignment, within the grace window shown in the app (typically 2 minutes): free.
After the grace window: a cancellation fee may apply, disclosed at the time you cancel.
After Provider arrival: a higher cancellation fee may apply.

3. No-shows & non-completion

Customer no-show / unreachable: Provider may end the job after reasonable attempts; a no-show fee may apply.
Provider no-show: full refund; please report so we can investigate.
Service not possible (e.g., wrong service requested, vehicle inaccessible): partial fees may apply for trip and time.

4. Refund requests

Email support@tryrouteapp.net within 14 days of the charge with your request ID, what went wrong, and any photos. We aim to respond within 5 business days. Refunds, when granted, are credited to the original payment method and may take 5–10 business days to appear.

5. Tips

Tips are optional and go to the Provider. Tips are non-refundable except in cases of fraud or in-app error.

6. Chargebacks

Please contact support before disputing a charge with your bank. Fraudulent or retaliatory chargebacks may result in account suspension and recovery of the disputed amount plus reasonable fees.

7. Damage claims

Roūte is a marketplace and is not liable for vehicle damage caused by an independent Provider; see the Disclaimers and Terms. We will help facilitate communication with the Provider and provide records on request.