Refund & Cancellation Policy
When cancelling is free, what the fees are, when you are entitled to a refund, and how refunds are paid.
In short: cancelling is free within 2 minutes of requesting or before a captain accepts. If you were charged wrongly, tell us within 14 days. Approved card refunds go back to your card through our payment provider Paymob; refunds for every other payment method go to your Taxi Masr wallet. All amounts are in Egyptian Pounds (EGP).
1. What you pay for
Taxi Masr is a booking platform for licensed taxis. You pay for one service: a taxi ride. The price is the meter fare from our published tariff, or less if a captain offers a discount, and never more. Waiting time beyond the free minutes and a cancellation fee are the only possible additions; each is shown in the app before it applies and itemised on your receipt. You pay at the end of the ride, in cash to the captain or electronically (card, Apple Pay, InstaPay or your in-app wallet).
2. Cancelling a ride
| When you cancel | Fee |
|---|---|
| Within 2 minutes of requesting, or before any captain accepts | Free |
| After a captain accepted | EGP 10 |
| While the captain is on the way to you | EGP 15 |
| After the captain has arrived at the pickup | EGP 25 |
| A scheduled ride, before the captain search starts | Free |
| The captain cancels | Free — you are never charged |
| No captain is found | Free — nothing is charged |
The app always shows you the exact fee before you confirm a cancellation. The fee goes to the captain to compensate for the time and fuel spent driving to you.
3. When you are entitled to a refund
We refund, in full or in part, when a charge was not correct. For example:
- You were charged more than the fare shown on your receipt, or a captain asked for money above the app's price.
- You were charged twice for the same ride, for example once by card and again in cash. The extra payment is refunded in full.
- You were charged a cancellation or waiting fee that should not have applied, for example when the captain had not actually arrived.
- The ride was not completed because of the captain or the vehicle, but you were charged the full fare.
- The captain took a clearly unreasonable route that made the ride longer and more expensive.
A refund is never more than the amount you actually paid for the ride.
4. What is not refundable
- A ride that was completed and charged correctly according to the tariff.
- A cancellation fee that was shown to you and that you confirmed, unless it was applied wrongly.
- Tips, which go in full to the captain, unless the tip was charged by mistake.
- Promotional credit and referral rewards, which have no cash value.
5. How to request a refund
- Contact us within 14 days of the ride. The quickest way is in the app: Settings → Help → Complaints, then choose the trip and the "Fare dispute" or "Payment issue" type. You can also email support@taximasr.app or call +20 155 740 7902.
- Tell us what went wrong. If you are not using the in-app complaint, include the phone number on your account and the date and time of the ride.
- Our support team reviews the trip record (route, times, fare breakdown and payments) and the captain's account of what happened. We usually reply within one business day.
- We tell you the decision and the amount. When a refund is approved it is issued straight away, and your complaint shows the refund that settled it.
6. How refunds are paid
| How you paid | Where the refund goes | When you receive it |
|---|---|---|
| Card or Apple Pay (through Paymob) | Reversed to the same card | Issued immediately on approval; it usually appears on your card within 7–14 business days, depending on your bank |
| Cash, InstaPay or POS terminal | Credited to your Taxi Masr wallet | Immediately on approval |
| Taxi Masr wallet | Credited back to your wallet | Immediately on approval |
Wallet balance can be used to pay for your next rides in the app. A card checkout that you leave without paying is not charged, and it expires automatically after 30 minutes.
7. Captains
When a refund is caused by the captain (for example an overcharge or an unjustified fee), the captain's share of the refunded amount is deducted from their wallet. When the platform is at fault, Taxi Masr covers the refund. Either way, your refund does not wait on recovering the money from the captain.
8. Contact
Taxi Masr, Mansoura, Dakahlia, Egypt · support@taximasr.app · +20 155 740 7902. This policy complements our Terms of Service.