Upick Service Policy
Refunds reviewed
case by case.
This page explains how refund reviews may work for Upick service requests, payment issues, and billing disputes.
This is a general policy template. Review with an attorney before relying on it as a final legal document.
Refund Review
Refunds may be reviewed when there is a payment error, duplicate charge, cancelled request, service issue, or other billing concern.
Submitting a refund request does not guarantee approval. Upick may review trip details, payment status, operator activity, timestamps, and customer-provided information.
Potentially Refundable Situations
- Duplicate payment or accidental duplicate charge.
- Customer was charged but no operator was assigned or dispatched.
- Request was cancelled before service began, subject to any disclosed cancellation rules.
- Documented billing error or incorrect amount charged.
Potentially Non-Refundable Situations
- Operator arrived or began service before cancellation.
- Customer provided incorrect pickup, destination, vehicle, or contact details.
- Vehicle was inaccessible, unsafe, or not legally eligible for service.
- Additional fees were disclosed and tied to distance, wait time, weather, vehicle condition, or safety risk.
How to Request a Refund
Customers should submit a support ticket with the account email, job number if available, payment amount, and a clear explanation of the issue.
Open Support Center
Processing Time
Refund review times may vary depending on the payment processor, request volume, and the details needed to evaluate the issue.