Refund and Cancellation Policy

This policy explains how cancellations and refunds work on Savari. "Savari", "we" and "us" mean HUWAZ TECHNOLOGIES (SMC-PRIVATE) LIMITED (Corporate Unique Identification No. 0360301), a company incorporated in Pakistan under the Companies Act, 2017, with its registered office at Flat 2, First Floor, Plaza 5, Sector A, Bahria Enclave, Islamabad, which operates the Savari app and the Savari services.

This policy is part of the Terms of Use. The Courier Terms and the City to City Terms give the full rules for their own services. Where this policy and those terms differ, the terms apply.

You pay the fare agreed for each trip or delivery, in cash to the driver or courier, from your Savari wallet, or partly from each. Savari charges passengers and parcel senders no booking fee, no commission and no cancellation fee.

The wallet part of a fare is taken only when the trip or delivery is completed. Nothing is taken from your wallet when you book, so there is nothing to refund if the trip or delivery does not happen.

• City rides: the passenger or the driver can cancel until the trip starts, including after the driver has arrived. Section 13 of the Terms of Use gives the details.
• Courier: a delivery can be cancelled before the courier collects the parcel. After that, any problem goes through Report a problem in the app, as the Courier Terms explain.
• City to City: a booked journey can be cancelled until the passenger is on board, as the City to City Terms explain.

Cancelling is free for passengers and parcel senders, and nothing is taken from the wallet for a cancelled trip or delivery.

If Savari cancels a trip, a delivery or a booking, for example for a safety reason or a technical fault, you pay nothing for it.

Money you add to your Savari wallet is prepaid credit for Savari services. It can be spent only on Savari trips and deliveries, and the app does not pay it out as cash.

We refund a wallet payment in these cases:

• you were charged, but the money did not reach your Savari wallet;
• you were charged more than once for the same top-up;
• you were charged an amount different from the one you confirmed;
• money was taken from your wallet for a trip or delivery that did not take place, or because of a technical error.

In the first three cases we either add the missing amount to your Savari wallet or return the extra payment to the account, card or mobile wallet you paid from. In the last case we put the amount back in your Savari wallet.

Your driving balance is prepaid credit for paying the commission. When a trip or delivery is cancelled, your driver wallet shows what happened to its commission. Your earnings balance is paid out as described in section 10 of the Terms of Use.

The same refund cases in section 4 apply to money you add to your driving balance.

If you think you were charged wrongly for a trip or delivery, or a driver or courier asked for more than the agreed fare, report it through the Help section of the app. Our team reviews the trip record and tells you the outcome.

Open the Help section of the app and use Get help from Savari, or email support@getsavari.com. Tell us:

• the phone number of your Savari account;
• the date, time and amount of the payment;
• the payment method you used and its transaction reference;
• a screenshot of the payment, if you have one.

We review each request and tell you the outcome in the app or by email. A refund to your Savari wallet appears as soon as it is approved. A refund to a bank account, card or mobile wallet goes back to the account you paid from, and your bank or provider can take 7 to 21 working days to show it.

Ask for any refund before you delete your account. Money left in your wallets when you delete it is lost and is not paid out afterwards, as section 19 of the Terms of Use explains.

Email support@getsavari.com, call +92 346 5111683, or use Get help from Savari in the Help section of the app. Our postal address is Flat 2, First Floor, Plaza 5, Sector A, Bahria Enclave, Islamabad, Pakistan.