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Cancellation & Refunds
Velise
Velise · Policy
Cancellations, in plain English
Cancellations
Refunds depend on when you cancel relative to your pickup time. The earlier you cancel, the more you receive. Cancelling once your driver is en route results in Velise credit, not a cash refund.
Scheduled rides — you cancel
  • ●48+ hours before pickup — full refund
  • ●24–48 hours — full refund (you have plenty of time to rebook)
  • ●12–24 hours — 75% back to your card, 25% kept by the operator
  • ●2–12 hours — 75% back to your card, 25% kept by the operator
  • ●Under 2 hours — 50% back to your card, 50% kept by the operator
Scheduled rides — operator cancels
  • ●48+ hours before pickup — full refund, no penalty to operator
  • ●24–48 hours — full refund, no penalty to operator (you have time to rebook)
  • ●12–24 hours — full refund + 25% Velise credit, operator gets 1 strike
  • ●2–12 hours — full refund + 25% Velise credit, operator gets 1 strike
  • ●Under 2 hours — full refund + 50% Velise credit, operator gets 1 strike
  • ●After pickup time has passed — full refund + 100% Velise credit, operator gets a major strike
Instant rides
  • ●Before the operator accepts — always free
  • ●Within 5 minutes of acceptance — full refund, no penalty
  • ●After 5 minutes (driver en route) — 25% back to your card, 25% as Velise credit, 50% kept by the operator
  • ●Driver mandate. Once a chauffeur accepts, they must be en route within 5 minutes. Operators are not permitted to accept a booking unless their chauffeur is ready to depart immediately. If the 5-minute grace lapses without movement, the en-route policy still applies — but the operator is flagged for review.
If you don't show up
You must be physically present within 10 minutes of pickup. If not, the chauffeur has the right to cancel and file a no-show: full booking charged, no refund, no credit. Messages alone don't count as presence.

Their GPS has to prove they were on-site, AND they must have attempted contact (call or in-app) before the report goes through — the system rejects it otherwise. You'll get an SMS the moment a report is filed with a 24-hour link to dispute. Disputing freezes the charge until an admin reviews.

If your driver cancels
You receive a full refund plus Velise credit (25%–50% depending on how late). If your driver no-shows, you get a full refund plus 100% of your booking value as Velise credit — no expiry.
If your driver is late
10+ minutes late to pickup for any reason, even with GPS + valid communication — you can cancel for a full cash refund. No credit, no penalty.
Disputes
All disputes must be submitted within 48 hours of your ride. After 48 hours, every charge, credit, and penalty is final.
If your driver is running late

If the chauffeur is 10+ minutes past your scheduled pickup, you can cancel for a full cash refund. No credit issued, no penalty — the chauffeur is the one running late. Cancel right from the ride ticket screen.

No-show reports — both directions

Either side can flag a no-show — but neither side can do it unilaterally without proof.

If you report your chauffeur: the system checks their GPS feed. If it's stale (over 5 minutes old), your report is upheld instantly — full refund + 100% credit, operator gets a strike. If their GPS is live, an admin reviews both sides before any money moves.

If a chauffeur reports you: their GPS must show they were actively on-site, and they must have attempted contact. You'll get an SMS the moment a report is filed with a 24-hour link to dispute. Disputing freezes the charge until an admin reviews.

Velise credits
Never expire. Choose how much to apply on each ride at checkout — slide to the amount you want, leave the rest on your balance.
Processing
Refunds typically land 5–10 business days after issue. You get email confirmation at each step.
Want every clause?
The detailed version covers strike rules, operator payouts, ride-integrity enforcement, and dispute timelines in full.
Velise · Toronto · MMXXVI