Return & Refund Policy

1. Introduction

This Return & Refund Policy applies to payments made through the AiGo Driver app and the AiGo website that are processed by our payment gateway partner, PayHere (Pvt) Ltd. It explains what is covered by a refund, what isn't, and how to request one.

This policy is provided in addition to, and should be read together with, our Terms & Conditions.

2. What you're purchasing

The payments currently processed through PayHere on AiGo are Driver Token top-ups — a digital, non-physical credit that a driver can use towards available vehicle plans and platform features inside the AiGo Driver app.

3. Payment processing

All card and payment details are collected and processed directly by PayHere on their secure checkout page — AiGo never sees or stores your card number. Once PayHere confirms a successful payment, AiGo credits the purchased tokens to your driver account automatically.

• A successful payment is confirmed by PayHere, not by AiGo — AiGo credits tokens once PayHere's confirmation is received.
• A receipt/confirmation for the payment itself is issued by PayHere.

4. Before a payment completes

You can cancel a token top-up at any point before you submit payment on PayHere's checkout page — simply close the checkout or use the cancel option shown there. No charge is made and no refund request is needed for a payment that was never completed.

5. When a refund applies

A refund may be issued in the following circumstances:

• Duplicate charge — you were charged more than once for the same top-up due to a technical error.
• Payment taken but tokens not credited — money was deducted from your card/account but the tokens never appeared in your driver account, and our team cannot resolve this by crediting the missing tokens instead.
• Unauthorised transaction — a payment was made on your account without your permission, reported to us promptly.
• Incorrect amount charged — the amount charged does not match the top-up package you selected.

6. When a refund does not apply

Because Driver Tokens are a digital product credited immediately on a successful payment, the following are generally not eligible for a refund:

• Change of mind after tokens have already been credited to your account.
• Tokens that have already been used or applied towards a vehicle plan or platform feature.
• Choosing the wrong top-up package where the tokens were correctly credited as purchased.
• Requests made an unreasonable amount of time after the original payment (see Section 7).

7. How to request a refund

To request a refund, contact AiGo support within 7 days of the payment date with the following details:

• Your registered driver phone number.
• The PayHere order/payment reference (shown on the payment confirmation screen or PayHere receipt email).
• The date and amount of the payment.
• A short description of the issue.

We will review the request and confirm the outcome by email or phone, generally within 3 business days.

8. Refund method and timing

Approved refunds are processed back through PayHere to the original card or payment method used, and any tokens already credited for that payment are removed from the driver account at the same time. Once we submit the refund to PayHere, it typically takes 5–14 business days for the funds to appear back on your card or account, depending on your card issuer or bank — this part is outside AiGo's control.

9. Changes to this policy

AiGo may update this policy as our services, payment methods or legal requirements change. The latest updated date is shown at the top of this page.