Effective Date:20/04/2026

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This Refund & Cancellation Policy forms part of the Kula Ride Terms and Wallet Terms. It explains how cancellations, refunds, reversals, and payment adjustments are handled on the Platform.

1. Platform Role and Payment Structure

Kula Ride operates as a technology platform connecting Customers and Drivers.

• Drivers provide transportation services independently
• Cash is the primary payment method
• Kula Ride does not collect or hold cash payments
• Wallet and card payments may be enabled for certain transactions

All refund outcomes depend on the payment method used and the status of funds at the time of the request.

2. Cancellations

2.1 Customer Cancellations

Customers may cancel a trip before it begins.

A cancellation fee may apply where:

• A Driver has already accepted the request
• The Driver is en route or has arrived
• Repeated cancellations impact service availability

All applicable fees will be displayed before confirmation.

2.2 Driver Cancellations

Drivers may cancel trips when necessary.

Kula Ride may monitor and restrict accounts where cancellation patterns negatively affect service reliability.

2.3 No Show

If a Customer does not appear:

• The trip may be cancelled after a reasonable wait period
• A no show fee may be recorded
• Repeated behaviour may result in account restrictions

3. Trip Refunds

3.1 Cash Paid Trips

For cash transactions:

• Payments are made directly between Customer and Driver
• Kula Ride does not process or reverse cash payments

Accordingly:

• Refunds must be resolved directly between Customer and Driver
• Kula Ride may review disputes and take corrective platform action
• Kula Ride is not responsible for cash handling disputes

3.2 Wallet or Card Paid Trips (If Enabled)

Refunds may be issued where:

• Incorrect fare was charged
• Service was not delivered as expected
• A verified platform or technical error occurred
• A valid dispute is supported by system data

Refund Method:

• Default: Refund to Customer Wallet
• Where required: Refund to original payment method

3.3 Refund Timeframes

• Wallet refunds are typically processed immediately or within 24 hours
• Card refunds may take 3 to 10 business days, depending on banking systems

4. Wallet Top Up Refunds

4.1 Eligible Cases

Refunds may be approved for:

• Duplicate transactions
• Failed or incomplete top ups
• Verified system errors

4.2 Conditions and Restrictions

Refunds may be declined where:

• Funds have already been used for trips
• Funds have been transferred or withdrawn
• The transaction is flagged for fraud or misuse

4.3 Processing Rules

• Approved refunds will be returned to the original payment source where possible
• Kula Ride may apply verification checks before processing refunds

5. Chargebacks, Reversals and Risk Controls

Where a card transaction is disputed, reversed, or charged back:

Kula Ride reserves the right to:

• Reverse corresponding wallet balances
• Place holds on affected funds
• Restrict withdrawals or account activity
• Recover amounts through future wallet balances or earnings

Users acknowledge that:

• Wallet balances may become negative as a result of reversals
• Outstanding balances must be settled before full account functionality is restored

These controls are necessary to manage payment risk, fraud, and compliance obligations.

6. Pending Balances and Holds

To manage financial risk:

• Certain funds may be placed in a pending state before becoming available
• Holds may apply where transactions are under review, disputed, or flagged
• Kula Ride may delay access to funds for verification and compliance purposes

7. Adjustments and Corrections

Kula Ride may adjust transactions where:

• Pricing or calculation errors occur
• Technical faults impact fare or payment
• Verified disputes require correction

All adjustments are based on platform records, logs, and transaction data.

8. Dispute Resolution

Users may raise disputes through official support channels.

Kula Ride will:

• Review trip data, GPS logs, and payment records
• Assess claims based on available evidence
• Communicate outcomes within a reasonable timeframe

Kula Ride decisions are made in good faith and in line with platform policies and applicable law.

9. Fraud and Misuse

The following activities are strictly prohibited:

• False refund requests
• Manipulation of trip outcomes
• Abuse of wallet or payment systems
• Collusion between users

Kula Ride may take actions including:

• Account suspension or termination
• Reversal of funds
• Recovery of losses
• Reporting to relevant authorities where required

10. Compliance and Legal Position

This Policy is designed to:

• Support compliance with payment processing requirements
• Align with card network and banking expectations
• Manage financial and operational risk within the Platform

Nothing in this Policy limits rights that cannot be limited under PNG law.

11. Contact

Kula Ride Support
Email: support@kularide.com
Phone: +675 7286 3029
Address: P.O Box 334 Brian Bell Plaza, Gordons, NCD