Refund Policy
When you are entitled to a refund or chargeback on Akrid, how to request it, and how long it takes depending on the service and payment method.
Updated September 2026. Payments processed via Asaas (platform MoR).
Scope
This policy covers amounts charged by the Akrid platform for the services below. Passenger cancellation fees follow the cancellation policy.
Rides
Charges for canceled rides with eligibility, technical failure, driver no-show, or improper charging.
Akrid Delivery
Package deliveries not completed due to platform or driver failure when the amount was already charged.
Akrid Food
Orders with confirmed charge and an eligible issue (not prepared, serious wrong item, non-delivery). Item quality cases may need review with the store.
When a refund applies
As a rule, full or partial refund when the charge does not match a properly completed service.
Driver cancellation
Eligible
If the driver cancels after a charge or pre-authorization, the amount is released or refunded per the method.
Platform technical failure
Eligible
App, payment, or operations issue that prevents completion without user fault.
Driver no-show
Eligible
After a reasonable wait at the agreed location with no service, supported by ride or order history.
Duplicate or improper charge
Eligible
Amount charged twice or for an unrequested service, after verification.
Eligible Food order issue
Eligible
Non-delivery, store cancellation after payment, or confirmed serious mismatch. May result in full or partial refund.
When a refund does not apply
Situations where the amount remains due or the fee applies.
Passenger cancellation fee
Not eligible
The proportional cancellation fee (up to 30% of the estimate), when applied and confirmed in the app, is not refundable.
Service completed normally
Not eligible
Ride, delivery, or Food order finished without an eligible incident. Change of mind after completion does not trigger an automatic refund.
Cash already settled
Not eligible
Amounts paid in cash to the driver or store, already settled outside the electronic flow, do not go through an Asaas refund. Disputes follow manual review.
How the money comes back
Refunds follow the original method whenever possible. Timing depends on the card issuer or Pix settlement.
Credit card
Usually 5 to 10 business days after approval
Refund via Asaas to the card used. Your statement may show the credit in a later cycle, depending on the bank.
Pix
Usually within 2 business days after approval
Return to the originating Pix account when available from the provider.
Akrid wallet
Usually immediate after approval
Balance returns to the virtual wallet for future rides or orders.
Cash
No automatic electronic refund
No Asaas refund. In eligible cases, the team may review a wallet credit or other adjustment.
How to request
Use the app (ride or order history) or site contact. Keep the service ID.
Request
01
Provide the ride or order ID, date, amount, and reason. Attach photos or receipts for Food or delivery cases.
Review
02
The team reviews platform history within 48 business hours. Food orders may involve the store.
Decision
03
You receive the outcome by email or in the app: approved (full or partial) or denied, with a short reason.
Credit or refund
04
If approved, the amount is refunded to the original method or credited to the wallet under the timelines in this policy.
Important notes
Payment processor
Electronic charges and refunds are processed by Asaas as the platform Merchant of Record. Card issuer timelines may exceed the internal timelines above.
Partial refund
For Food or delivery, the refund may be partial (per item or delivery fee) when part of the service was fulfilled.
Case-by-case review
Fraud, abusive requests, or serious inconsistency may lead to denial and account measures under the Terms of Use.
Need a refund?
Contact us or see related policies.