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SPREE Rider Refund Policy

Last updated: 22 May 2024

"The only thing we are absolutely certain about
is that nothing is certain"
- Werner Heisenberg

What You need to know

All SPREE ride bookings make through the SPREE.LIMO mobile app should go without any issues and we expect every ride to be fulfilled according to our service level agreement with our driver partners. And in accordance to our Community Guidelines.

But we understand nothing is certain, things can still happen and go wrong.

If any of your SPREE ride or booking orders does not meet your expectations, you can share your feedback by rating your driver in your mobile app after your trip ends.

If you believe there was an error with the price that was quoted or any service level issue occurred during your ride, we welcome you to report it to our SPRE.LIMO Customer Service Support team at our HELP CENTER. Your report may or may not be covered by our SPREE Rider Refund Policy.

When you lodge any incident report

We want you to know what to expect when you lodge any incident report.

You may be eligible to receive a full or partial refund of the price you paid for that trip. Any refund will be credited back to your SPREE Wallet or your original payment method on file.

If you have a service level issue on a ride, let us know within 3 days after your ride ended. All requests will be evaluated at SPREE.LIMO’s sole discretion, and on a case-by-case basis.

General Reminder

As a reminder, SPREE.LIMO is a marketplace that connects users to complete rides or advance bookings booked by a Rider and accepted by a Driver Partner within the mobile app. As a SPREE Rider and user, you make your own independent decision whether to go ahead and take the ride. SPREE.LIMO provides all important and relevant information to SPREE.LIMO Riders prior to our dispatch, such as:

  • Pricing and other fare estimates inapp like an upfront price 
  • Estimated Time of Arrival (ETA)
  • Driver details
  • Vehicle details
  • Free waiting time limit
  • Additional waitng time fees
  • Cancellation fees
  • Payment terms

 

As a SPREE.LIMO Rider or user, it’s your personal responsibility to check the information and details provided is accurate and meets your expectations of quality. If you decide to go ahead and book a SPREE Ride, you accept the terms of service and are taking responsibility for the successful payment of that ride.

Eligibility to receive a full or partial refund

Examples of when you may be eligible to receive a full or partial refund include:

  • A fare or fee was charged in error or your trip experienced a technical issue, like an eligible promotion not applying correctly
  • Your trip fare was significantly higher than the estimate you were shown in the app prior to booking, and it was not due to any additional stops, or a changed of drop off destination.
  • Your journey was not completed within a reasonable walking distance to your requested destination drop off point.
  • You the rider or the intended Lead passenger did not take the ride or the journey was not completed
  • Driver was late for more than 15 mins
  • Driver No Show
  • There are other fraud concerns

When am I not eligible to receive any refund?

Situations and examples of when you will not be eligible to receive any refund include, but are not limited to:

  • An issue related to the vehicle quality or the type of vehicle dispatched for your ride
  • An issue with a driver not meeting your service level* expectations
  • An issue that was caused by user error, like requesting the wrong type of vehicle or wrong pick up/drop off details
  • Overloading of luggage and suitcases
  • An on-trip delay or on-trip routing issue due to uncontrollable and unforeseen events (e.g. foul weather, traffic congestion, road works & ongoing construction)
  • A change in price due to additional pickup or drop offs
  • Updating your intended destination after your driver started the trip
  • Exceeded our FREE Waiting Time Limit policy
  • You are deemed to have make unreasonable requests

 

*You can always use SPREE.LIMO’s 2-way rating system to help make drivers aware of issues with their service quality.

Note that any safety-related incidents are handled by a specialized team and can be reported to us at HELP CENTER.

Resolving Your issue

You can submit a request for a refund or a general complaint about your ride to SPREE.LIMO’s Customer Service Support team at our HELP CENTER or inapp chat service within 3 days of encountering such an issue.

If we determine you are eligible, you can expect any refunds to be returned to your SPREE Wallet or your original payment method within 3-5 business days, depending on your bank.

Fraudulent Reports

We investigate each and every report. Providing fraudulent and inaccurate information about your ride experience when disputing fees, charges or service level is a serious violation of SPREE.LIMO’s Community Guidelines.

This may result in your request being denied and/or your account being suspended or deactivated.