Refund and Cancellation Policy

Operating Entity: Linyr360 Limited (operating Linyr360, "the Company"). Payment Integration: Powertranz Gateway / National Commercial Bank (NCB) Merchant Services.

This Refund and Cancellation Policy governs all ride cancellations, cancellation fees, fare disputes and property damage adjustments processed through the Linyr360 mobile platform. By requesting transport services on the Platform as a Rider, or accepting requests as a Driver, you agree to the conditions and timelines below.

1. General Fares and Finality of Charges

Linyr360 operates as a digital technology provider connecting independent transport operators ("Drivers") with users ("Riders"). All charges for successfully completed trips are final and non-refundable, except as set out in this policy.

Riders see an upfront price before booking. It is worked out from set rates by distance and includes the booking fee, the service charge, any toll on the route, any charge for extra passengers, and any surcharge for busy times of day or traffic. When a Rider pays by card, a temporary authorization hold for the upfront price, plus any balance shown on the account, is placed on the linked debit/credit card when the ride is requested, via our secure Powertranz gateway linked to our National Commercial Bank (NCB) merchant account. A hold is not a charge. Once a Driver delivers the Rider to their destination, the final fare is charged. If the final fare equals the amount held, it is charged against that hold. If it is lower, the hold is released in full and the final fare is charged to the same card as a separate charge. If it would be higher, the Rider is not charged the difference.

All fares, fees and refunds are in Jamaican Dollars (JMD).

2. Trip Cancellation Framework

To keep the platform reliable and fairly compensate independent Drivers for their fuel, time and availability, Linyr360 applies the following cancellation rules.

The 2-Minute Rider Grace Period: A Rider may cancel a matched trip request without any fee up to two (2) minutes after a Driver has accepted the ride. A Rider may also cancel at no cost at any time before a Driver accepts.
Late Rider Cancellation Fee: If a Rider cancels more than two (2) minutes after a Driver accepts, and before the trip starts, a cancellation fee equal to 50% of the upfront base fare and booking fee (not counting any toll), plus the service charge worked out on that amount, is charged to the Rider's payment method on file. The App shows the fee before you cancel.
When the Late Cancellation Fee Is Waived: The fee is not charged if the Driver is more than five (5) minutes past the arrival time shown to the Rider when the Driver accepted, or if the Driver has not got meaningfully closer to the Rider over the last five (5) minutes.
Rider No-Show Fee: If a Driver has waited at the pickup point for five (5) minutes or more without the Rider appearing, the Driver may cancel the ride as a "No-Show." The Driver must be recorded by the App as being at the pickup point at the time. This charges the Rider a cancellation fee equal to 50% of the upfront base fare and booking fee (not counting any toll), plus the service charge worked out on that amount, of which the Driver keeps their share.
Cancelling After the Trip Has Started: If a Rider cancels once the trip has started, the Rider pays an amount in proportion to the time already travelled (time elapsed divided by the estimated trip time, applied to the upfront base fare and booking fee, not counting any toll), plus the service charge worked out on that amount. The amount in proportion is never less than the starting rate for the ride type, and what you pay in total, including the service charge, is never more than the upfront price shown to you before the trip. If a Driver cancels after the trip has started, the Rider is not charged.
Driver Cancellations: If a Driver cancels a trip for any reason other than a Rider No-Show as described above, the Rider will never be charged a cancellation fee.
Authorization Holds on Cancellation: When a cancellation carries no fee, the authorization hold placed at request is released in full and nothing is charged. When a late-cancellation or no-show fee applies, the hold is released in full and only that fee is charged to the same card as a separate charge. If the fee cannot be collected from the card, the whole hold is released and the fee is not charged. For a cash ride, a fee that applies is added to your account balance and collected with your next card trip. How quickly a released hold disappears from your statement depends on your bank, and usually takes a few business days.

3. Vehicle Cleaning and Property Damage Fees

Riders are legally and financially responsible for any damage or severe mess they cause to a Driver's vehicle during a trip.

Incident Reports: If a Rider causes physical damage to a vehicle or leaves a severe mess requiring professional detailing (such as biological fluids, chemical stains or torn trim), the Driver must email info@linyr360.com within twenty-four (24) hours with timestamped photographs, the trip details and a commercial invoice from a licensed Jamaican auto-body or detailing shop.
Staff Review: Our staff review the evidence and tell the Rider what has been claimed before any charge is made. If the claim is upheld, Linyr360 may charge the Rider's card on file.
Fee Caps: Specialized deep cleaning and sanitation fees are capped at a maximum of J$25,000. Structural or mechanical vehicle damage may be billed up to the amount of the Driver's commercial insurance deductible.
Disputes: A Rider may dispute a fee under Section 5.

4. Eligibility for Fare Adjustments and Refunds

While standard completed fares are final, Linyr360 will investigate and, where justified, refund part or all of a card charge in the following situations:

A. Technical or Gateway Errors

Duplicate Charges: A single trip results in duplicate billing entries on your bank statement because of a payment routing error.
Fare Errors: A software malfunction results in a clearly incorrect fare calculation, or inaccurate GPS tracking leads to an incorrect charge.

B. Driver-Sourced Faults

Wrongful Cancellation Fee: A cancellation fee was charged even though the Driver was moving away from the pickup point or triggered a false arrival signal.
Wrong Driver or Vehicle: The person who arrived was not the Driver named in the App, or the vehicle did not match the plate shown in the App.
Incorrect Trip Timing: The Driver started the trip in the App before the Rider got in, or did not end the trip on arrival at the destination.
Unsafe or Abandoned Trips: The ride ended mid-route because of a vehicle breakdown or dangerous or unlawful driving.

C. Cash Trips

Cash is paid directly to the Driver, so Linyr360 cannot refund it through the App. If you have a problem with a cash fare, contact us under Section 5 and we will look into it.

5. Dispute Resolution Timeline and Procedure

To dispute a cancellation fee or request a refund:

Contact Us: Tap "Get help" on your receipt in the Linyr360 app, or email your claim and trip details to info@linyr360.com.
Filing Window: Send your claim within seven (7) calendar days of the trip completion or cancellation date. We may not be able to act on later claims.
Review: Our team will look at the trip's records, including GPS history and messages where relevant, and may speak with the Driver. This takes up to three (3) business days. We will tell you the result.

6. Processing of Approved Refunds

Approved refunds go back to the card that was charged, through the Powertranz gateway. We can issue one refund per charge, so we make sure the amount is right first.

Timing: Refunds are processed on business days. Some can only be sent once the original charge has settled at the bank, which may add a day or more, and refunds are not processed at weekends.
NCB Cardholders: Funds typically reflect on your account within 2 to 5 business days.
Other Jamaican and International Banks: Funds may take 7 to 14 business days to reflect on your statement, depending on your bank's processing cycles.

7. Abuse of the Policy

Linyr360 may suspend, restrict or permanently close the account of any user who makes fraudulent refund requests, files false property damage claims, or starts illegitimate bank chargebacks without first contacting our support team.