1. Introduction
This Refund and Cancellation Policy ("Policy") outlines the circumstances under which users ("you," "your," or "user") of ICE Innovations Inc.'s ("ICE," "we," "our," or "us") services may cancel rides or rentals and be eligible for a refund. This Policy applies to all users of ICE Ride, ICE Rental, and related services (collectively, the "Services"). By using our Services, you agree to be bound by this Policy.
2. Ride Cancellation Policy
2.1 Cancellation by Riders:
- Before Driver Acceptance: If you cancel a ride request before the driver has accepted it, you will not be charged any fees.
- After Driver Acceptance: If you cancel a ride after the driver has accepted it, a cancellation fee may apply. The amount of the cancellation fee will be displayed at the time of cancellation and will vary based on factors such as location, time, and distance to the pickup point.
- No-Show Policy: If the driver arrives at the pickup location and you do not show up within 5 minutes of the driver's arrival, the ride may be canceled by the driver, and you will be charged a no-show fee. The no-show fee will be equivalent to the base fare of the ride.
2.2 Cancellation by Drivers:
- Before Ride Start: Drivers may cancel a ride before the ride begins if they are unable to fulfill the request due to unforeseen circumstances. In such cases, you will not be charged, and a new ride request can be made.
- During the Ride: If the driver cancels the ride due to a safety concern or rider misconduct during the ride, the fare for the portion of the trip completed will be charged, and no refund will be issued.
2.3 Refunds for Ride Cancellations:
- Automatic Refunds: If a cancellation fee or no-show fee is charged, and you believe it was charged in error, you may request a refund through the app. ICE will review your request and issue a refund if the charge was made incorrectly.
- Discretionary Refunds: ICE reserves the right to issue discretionary refunds on a case-by-case basis in situations where extenuating circumstances are present (e.g., medical emergencies).
3. Rental Cancellation Policy
3.1 Cancellation by Renters:
- Before Rental Start: If you cancel a rental before the start time, the following refund policy applies:
- More than 24 hours before start time: Full refund, minus a processing fee of 5%.
- Less than 24 hours before start time: 50% refund, with the remaining amount credited to your account for future use.
- During the Rental Period: If you cancel the rental during the rental period, no refund will be issued for the unused portion of the rental period. However, the rental owner may choose to offer a partial refund at their discretion.
3.2 Cancellation by Owners:
- Before Rental Start: If the owner cancels the rental before the start time, the renter will receive a full refund, and ICE may provide a discount code for a future rental as compensation for the inconvenience.
- During the Rental Period: If the owner cancels the rental during the rental period due to unforeseen circumstances, the renter will receive a prorated refund for the unused portion of the rental period.
3.3 Refunds for Rental Cancellations:
- Automatic Refunds: Refunds for rental cancellations will be processed automatically according to the timelines outlined above. You will receive confirmation of the refund via email.
- Discretionary Refunds: ICE reserves the right to issue discretionary refunds on a case-by-case basis in situations where extenuating circumstances are present (e.g., vehicle breakdowns).
4. Special Circumstances
4.1 Force Majeure Events: If a ride or rental is canceled due to a force majeure event (e.g., natural disasters, government actions, pandemics), refunds will be issued in accordance with applicable laws and regulations. ICE may also issue discretionary refunds based on the severity and impact of the event.
5. Refund Processing
Refunds will be processed to the original payment method within 7-10 business days. If the original payment method is no longer available, you must contact ICE's customer support team to arrange an alternative refund method.
6. Dispute Resolution
If you have any disputes or concerns regarding a refund or cancellation, you may contact ICE's customer support team for assistance. If the issue cannot be resolved informally, you may initiate the dispute resolution process as outlined in the Dispute Resolution and Arbitration Policy.
7. Changes to the Policy
ICE reserves the right to modify this Policy at any time. We will notify you of any material changes by posting the updated Policy on our website and mobile application and providing notice through other channels, such as email. Your continued use of the Services after the effective date of any changes constitutes your acceptance of the modified Policy.
8. Contact Information
If you have any questions or concerns about this Policy or the Services, please contact us at:
ICE Innovations Inc.
Attn: Legal Department
5000 CentreGreen Way, Suite 500, Cary, North Carolina 27513
legal@iceride.io