This article explains how cancellations, refunds, and credits work when booking drivers through Road Ninja, as well as how we handle missed jobs and payment issues.
We aim to be fair and transparent to both Customers and Drivers while keeping our platform reliable for everyone.
Booking Fee Refund Policy
Once a booking is confirmed and paid, the Booking Fee becomes non-refundable.
However, some exceptions apply depending on when a booking is cancelled or if a driver does not show up.
Non-Refundable Portion
The part of the Booking Fee that covers the first six days of booked work is always non-refundable, no matter when the booking is cancelled.
If a Booking Fee payment fails and remains unpaid within 24 hours of the job start time, the booking will be automatically cancelled, and no transportation services will be provided.
Customer Cancellations
If you need to cancel a job, the refund amount depends on how far in advance you cancel:
Timing of Cancellation | Refund Eligibility |
4 or more calendar days before the job start date | Full refund |
Within 3 calendar days of the job start date | Non-refundable |
If you cancel within three days of the job start date, the full Booking Fee will be retained.
When a Customer cancels a booking, Road Ninja compensates the Driver for their loss of work opportunity.
Up to 80% of the non-refundable portion of the Booking Fee is paid to the originally booked Driver (after service fees, resolution costs, and applicable taxes).
Cancellation Credit
If you cancel individual days within an ongoing booking, any credit from those days applies only to the same Driver originally booked.
Credits cannot be transferred to another Driver, or used for a different job or future booking.
Driver No-Shows
If a Driver fails to show up for a confirmed job without reasonable notice, Road Ninja will take steps to investigate and resolve the issue.
Here’s what happens:
Customer Notification: Notify Road Ninja within 24 hours of the scheduled start time, providing clear evidence of the no-show.
Review: We review the Driver’s conduct, considering the circumstances (for example, emergencies, or gross misconduct).
Resolution:
We may communicate with you directly to explain the situation.
We will attempt to find a suitable replacement Driver as quickly as possible.
If we can’t find a suitable replacement or reasonable solution within three (3) business days, the Booking Fee will be refunded or credited in full, at Road Ninja’s sole discretion.
Please note that Road Ninja is not liable for any loss or damages caused by a Driver’s absence or inability to perform the agreed work.
If a Driver cancels a booking or fails to attend a job (“no-show”), their rating and scorecard will be negatively affected.
Repeated no-shows may result in temporary suspension or removal from the platform.
Summary
Scenario | Refund /Action |
Booking confirmed and paid | Booking Fee becomes non-refundable |
Portion covering first 6 days | Always non-refundable |
Customer cancels ≥ 4 days before start | Full refund |
Customer cancels ≤ 3 days before start | No refund |
Driver no-show, no replacement found within 3 days | Full refund or credit (at Road Ninja’s discretion) |
Cancelled days within a job | Credit applies only to the original Driver |
Failed Booking Fee payment (within 24 hrs of start) | Booking auto-cancelled, no services provided |
If you have questions about your specific case, or need help with a cancellation, contact our Support Team via chat or email support@roadninja.co.nz