Refund Policy

Udhë Sh.p.k. Version 2.0. Effective 27 October 2026.

Udhë runs a fair and transparent payment system. This Refund Policy explains which charges exist, when they can be refunded, and how to ask for a refund.

1. What is paid through Udhë

Rides are paid between passengers and drivers directly, in cash or as agreed in the ride chat. Those payments are not processed by Udhë and are not covered by this policy.

The Paysera payment gateway is used only for:

• the Platform Fee charged to drivers on income earned through the app;
• penalties applied to passengers or drivers under the cancellation rules;
• other administrative fees described in the Terms & Conditions.

2. Driver Platform Fees

Drivers pay a Platform Fee calculated on the income they earn through Udhë. Fees are calculated periodically and paid through the in-app wallet or Paysera.

A Platform Fee may be refunded when:

• it was calculated incorrectly because of a technical error on our side;
• the same fee was charged more than once;
• the ride was cancelled before completion and the driver received no payment from the passenger;
• it was charged while the account was suspended due to our error.

3. Passenger penalties

Passengers who do not show up for a confirmed booking, or who cancel inside the restricted window before departure, may be charged a penalty under the cancellation rules shown in the app. The penalty compensates the driver for the lost seat.

A penalty may be refunded when:

• a documented emergency or circumstances beyond the passenger’s control prevented the trip;
• the driver did not arrive at the meeting point as scheduled;
• the driver cancelled the ride after the scheduled departure time;
• a malfunction of the app prevented a proper cancellation;
• the penalty was applied in error.

4. How to request a refund

1. Write to merrudhe@gmail.com from the email address registered to your account.
2. Include the transaction date and amount, and the ride reference if you have it.
3. Explain the reason and attach any supporting material (screenshots, a medical certificate, and so on).

We review every request within 5 to 7 business days and reply by email.

5. Processing

Approved refunds go back to the original payment method within 7 to 14 business days, depending on your bank or payment provider. Refunds to a different account or method are not possible, for security reasons. Fees settled from the in-app wallet are refunded to the wallet.

6. Non-refundable charges

• Platform Fees for completed rides where the driver provided the service as agreed.
• Penalties for confirmed violations of the rules, such as repeated no-shows or inappropriate behaviour.
• Administrative fees for reactivating a suspended account.
• Late-cancellation penalties applied according to the cancellation rules.

7. Appeals

If you disagree with a decision, reply to our email with any additional information. Appeals are reviewed by management within 10 business days.

8. Changes to this policy

We may update this Refund Policy to reflect changes in the service or in the law. The current version is always published on this page with its effective date.

9. Contact

Udhë Sh.p.k., Rr. Rexhep Mala 28A, 10000 Prishtinë, Kosovo. Email merrudhe@gmail.com, phone +383 49 429 247.