This Policy governs all cancellations and refunds for transactions made through the TruRout Platform. All monetary amounts are in Sri Lankan Rupees (LKR). Refunds for card and wallet transactions are processed through the WebXPay payment gateway.
1. About TruRout
TruRout is a ride-hailing and cargo transport platform operating in Sri Lanka. The platform connects Riders and Cargo Customers with independent Drivers for on-demand transport across passenger rides (Bike, Tuk-Tuk, Car, SUV, Van) and cargo services (TruMove S, TruMove M, TruMove XL, TruHaul).
TruRout operates on a 0% commission model. Drivers pay a flat daily subscription fee. Card payments attract a small platform fee to cover WebXPay payment gateway processing costs — the Rider always pays the displayed Fare amount.
2. Payment Methods
- Visa and Mastercard (credit and debit cards)
- eZ Cash (Dialog mobile wallet)
- mCash (Mobitel mobile wallet)
- FriMi (NTB digital wallet)
- LankaQR
- Cash (direct payment between Rider and Driver — no gateway processing applies)
3. Cancellation Policy
3.1 Rider cancellations
- Free cancellation: a Rider may cancel a confirmed Trip within 2 minutes of Driver acceptance at no charge.
- Late cancellation fee (LKR 100): applies where the cancellation is made more than 2 minutes after Driver acceptance, the Driver has commenced travel toward pick-up, and the Driver is not more than 5 minutes late versus the original ETA.
- No cancellation fee applies if the Driver has not moved toward pick-up, or the Driver is more than 5 minutes late versus the ETA shown at booking.
- The LKR 100 cancellation fee is credited directly to the Driver's TruRout Wallet — it is not retained by TruRout.
3.2 Driver cancellations
- Cancellation before arriving at pick-up: no financial penalty. The Trip is returned to dispatch for reassignment.
- Cancellation after arriving at pick-up: recorded against the Driver's cancellation rate. No financial penalty at first instance. Repeated cancellations trigger in-app warnings and may result in temporary suspension.
3.3 Driver daily subscription
- Driver daily subscription fees are non-refundable once the subscription has been activated and the Driver has been granted access to the Platform for that day.
- If a subscription payment fails during processing, no charge is applied and the subscription remains inactive until a successful payment is made.
4. Refund Policy
Refunds are processed through the WebXPay payment gateway for all card and digital wallet transactions. Common scenarios:
- Trip cancelled by Rider within the 2-minute grace period — full refund to original payment method (1–3 business days).
- Trip cancelled by Rider with late cancellation fee — LKR 100 non-refundable; balance refunded (1–3 business days). LKR 100 credited to Driver Wallet.
- Trip cancelled by Driver after acceptance — full Fare refund + LKR 50 goodwill credit to Rider Wallet (1–3 business days).
- Duplicate or erroneous charge — full reversal via WebXPay (1 business day, subject to verification).
- Disputed Fare resolved in Rider's favour — refund to original card or Rider Wallet credit (3–5 business days).
- Wallet balance on account closure — bank transfer to Rider's registered account (7 business days, identity verification required).
- Pre-authorisation overpayment — automatic release of excess amount (1 business day, auto-processed by gateway).
4.1 Pre-authorisation and overpayment
If the final trip Fare is lower than any pre-authorised amount, the difference is automatically released and not charged to the Rider. If a Rider's card or wallet is charged an incorrect amount due to a technical error, the overpayment is credited to the Rider's TruRout Wallet within 24 hours, or reversed to the original card within 1 business day of verification.
4.2 Cash transactions
Cash payments are made directly between the Rider and Driver at trip completion. No gateway processing is involved. Cash trip disputes are resolved by TruRout Wallet credit rather than card reversal.
5. Dispute Resolution Process
Riders may raise a Fare dispute or service complaint within 24 hours of trip completion through the TruRout Rider App (Support section).
- Step 1 — Submit: select a dispute reason and provide a description via the in-app support screen.
- Step 2 — Review: TruRout support reviews GPS trip data, Fare records, and account history within 24 hours.
- Step 3 — Decision: if valid, a refund is initiated to the original payment method or Rider Wallet. If rejected, the Rider is notified with reasons.
- Step 4 — Escalation: if the Rider disagrees with the decision, they may escalate by emailing support@trurout.com.
6. Refund Processing Timelines
TruRout has no control over issuing bank processing times once a reversal has been submitted to WebXPay.
- TruRout Wallet credit — applied within 24 hours of approval.
- Card reversal (WebXPay) — initiated within 1 business day of approval; funds appear on card statement within 3–7 business days depending on the issuing bank.
- Bank transfer (wallet closure) — processed within 7 business days of verified request.
7. Non-Refundable Items
- Driver daily subscription fees once activated.
- The LKR 100 Rider late cancellation fee once validly charged.
- Completed trips where no dispute has been raised within the 24-hour window.
- Wallet credits issued as goodwill gestures (non-cashable unless on account closure).
8. Contact
- Customer Support — support@trurout.com
- Legal & Compliance — legal@trurout.com
- Website — www.trurout.com/refund-policy
- Address — Colombo, Sri Lanka