1. Introduction
At Kitto Inc., we understand that plans can change, and we strive to accommodate those changes as much as possible. This Refund Policy outlines the terms and conditions under which you can cancel or edit your trip. Please read this policy carefully to understand your rights and obligations when it comes to refunds.
We strive to ensure that every trip you book through the Kitto Inc. app meets your expectations. However, we understand that sometimes things don’t go as planned. If you encounter any issues during your trip, you can rate your driver in the app to provide feedback. For pricing errors or more serious concerns, you can report them to our Support team at support@kittocanada.com. Some issues may be covered by our Rider Refund Policy.
Policy Scope
We aim to be transparent about what you can expect when you report issues. Below are examples of scenarios where you may be eligible for a full or partial refund. Please note that all refund requests must be made within 30 days of the trip. Kitto Inc. will evaluate all requests at its sole discretion and on a case-by-case basis.
Rider Responsibilities
Kitto Inc. serves as a platform that connects riders with drivers to facilitate trips. As a rider, you have the autonomy to decide whether or not to proceed with a trip. Before the trip starts, Kitto Inc. provides you with essential information, such as:
- Pricing Estimates: The app will show an upfront price and estimated time of arrival.
- Vehicle and Driver Details: Information like the license plate, driver’s name, and vehicle type will be provided.
It’s your responsibility to verify that the information provided is accurate and meets your quality expectations. By choosing to take a trip, you agree to our terms of service and assume responsibility for the successful payment of the trip.
Cancellation Policy
Eligibility for Full or Partial Refunds
When are you eligible?
You may be eligible for a full or partial refund under the following circumstances:
- Fare or Fee Errors: If you were charged a fare or fee in error, or if your trip experienced a technical issue such as an eligible promotion not applying correctly, you may be eligible for a refund.
- Significant Price Discrepancy: If the final price of your trip is significantly higher than the estimate shown in the Kitto Inc. app prior to booking, and this was not due to added stops or a changed destination, you may be eligible for a refund.
- Destination Issues: If your trip was not completed within a reasonable walking distance to your requested destination, you may be eligible for a refund.
- Fraud Concerns: If you or the intended rider did not take the trip, or if there are other concerns related to fraudulent activity, you may be eligible for a refund.
Please note that all refund requests must be submitted within 30 days of the trip and will be evaluated by Kitto Inc. at its sole discretion, on a case-by-case basis.
To report any of these issues, please contact our Support team at support@kittocanada.com.
Time of Cancellation or Edit & Refund
Our cancellation policy is designed to be fair to both our passengers and drivers. The following outlines the refund you can expect based on when you cancel or edit your trip:
- Within 1 hour of booking the trip: Full refund
If you cancel your trip within one hour of booking it, you will receive a full refund, no questions asked.
- Over 48 hours in advance: Full refund
If you cancel more than 48 hours before the start time of your trip, you will receive a full refund.
- 24 to 48 hours in advance: Partial refund
If you cancel between 24 to 48 hours before the start time of your trip, you will be charged 50% of the time booked, up to a maximum of 4 hours.
- Less than 24 hours in advance: Partial refund
If you cancel less than 24 hours before the start time of your trip, you will be charged 100% of the time booked, up to a maximum of 12 hours.
Note: All times are relative to the trip start time, or the earliest part of the trip affected by the change.
Refund Process
Your refund will be processed to your original payment method within 5-7 business days. If any of the time you canceled is later booked by another member, you’ll be refunded for that time.
Ineligibility for Full or Partial Refunds
When are you not eligible?
You will not be eligible for a full or partial refund under the following circumstances, among others:
- Vehicle Quality: Issues related to the quality or type of vehicle dispatched for your trip are not eligible for a refund.
- Tip: You can use Kitto Inc.’s 2-way rating system or contact our Support team at support@kittocanada.com to make drivers aware of issues with their vehicle.
- Driver Quality: Issues with a driver not meeting your quality expectations are not eligible for a refund.
- Tip: You can use Kitto Inc.’s 2-way rating system or contact our Support team to provide drivers with feedback about their service.
- User Error: Issues caused by user error, such as requesting the wrong type of vehicle, are not eligible for a refund.
- Uncontrollable Events: On-trip delays or routing issues due to uncontrollable events like traffic or construction, or a change in price due to adding or removing stops or updating your intended destination after your trip began, are not eligible for a refund.
Please note that any safety-related incidents are handled by a specialized team and should be reported to us at support@kittocanada.com.
Resolving Your Request
How to Submit a Request
You can submit a request for a refund or file a general complaint about your ride to Kitto Inc.’s customer service team either through the Kitto Inc. app or by contacting us at support@kittocanada.com within 30 days of encountering an issue.
Refund Timeline
If we determine that you are eligible for a refund, you can expect the refund to be returned to your original payment method within 3-5 business days, depending on your bank’s processing time.
False Reports
Investigation Process
We take each report seriously and conduct thorough investigations. Providing inaccurate or false information about your trip experience when disputing fees or charges violates Kitto Inc.’s Community Guidelines.
Consequences
Submitting false reports may result in your request being denied and/or your Kitto Inc. account being deactivated.
Special Circumstances
Unforeseen Circumstances
We understand that life is unpredictable and sometimes circumstances beyond your control may arise, making it impossible for you to honor your booking. In such rare cases, Kitto Inc. may offer a full or partial refund, depending on the situation.
How to Report Special Circumstances
If you find yourself in a situation that you believe warrants an exception to our standard cancellation policy, please follow these steps:
- Cancel the Trip: First, cancel your trip through the Kitto Inc. app or website.
- Select the Reason: You’ll be prompted to select the reason for your cancellation. If your specific reason isn’t listed, choose “Other.”
- Contact Support: Immediately after canceling, contact our support team at support@kittocanada.com to explain the situation in detail.
Cancellations Due to COVID-19
If you need to cancel your trip due to COVID-19 related reasons, our standard cancellation policy will still apply. However, we encourage you to contact our support team to discuss your specific situation.
Vehicle Unavailability
If a vehicle becomes unavailable due to unforeseen circumstances such as an accident or breakdown, Kitto Inc. will make every effort to provide an alternative vehicle. If this is not possible, a full refund will be issued.
Kitto Inc. Community Guidelines
Scope and Application
Our guidelines are developed to help make every experience on the Kitto Inc. platform safe, respectful, and positive. These guidelines apply to everyone who uses Kitto Inc.’s services, including but not limited to drivers, riders, and Kitto Inc. employees. In some instances, our guidelines may also apply to conduct outside the Kitto Inc. platform that we become aware of.
Our Commitment
Thank you for joining us in supporting and safeguarding a welcoming environment. These guidelines provide the basis for behavior we expect from everyone in the Kitto Inc. community. Failure to adhere to these guidelines may result in loss of access to the Kitto Inc. platform.
Regular Updates
We regularly update our guidelines to address relevant behavior and risks. Our goal is to ensure that everyone in the Kitto Inc. community always feels safe and welcome.
Core Pillars
- Treat Everyone with Respect: Our community is diverse. Positive interactions are fostered by treating everyone with respect, regardless of their background, beliefs, or appearance.
- Help Keep One Another Safe: Your safety is our priority. These standards are written to create safer experiences for everyone.
- Follow the Law: We are committed to following all applicable laws and regulations. We expect everyone who uses the Kitto Inc. platform to do the same.
Your Feedback Matters
If you have any feedback, good or bad, you can easily reach us through the Kitto Inc. app or by contacting our Support team at support@kittocanada.com. Your feedback is crucial for us to continually improve our standards and policies.
Treat Everyone with Respect
General Expectations
At Kitto Inc., we expect everyone to treat each other as they would like to be treated: with respect and courtesy. Your actions on the Kitto Inc. platform can significantly impact the safety and comfort of others. This expectation extends to interactions with our Support team at support@kittocanada.com.
Anti-Discrimination Policy
Kitto Inc. is committed to creating a safe and welcoming environment for everyone, regardless of their background. Discrimination based on race, gender, or any other characteristic protected by law will not be tolerated. If you witness or experience discrimination, please report it to us, and we will address it in accordance with our policies.
Standards and Policies
We have established standards and policies on physical contact, sexual assault and misconduct, threatening and rude behavior, post-trip contact, discrimination, and property damage to ensure everyone feels supported and welcomed.
Physical Contact
No one should be touched without their explicit consent. Exceptions are made for those needing or requesting physical assistance.
Sexual Assault and Misconduct
Respect personal space and privacy. Sexual assault and misconduct, which refers to any sexual contact or behavior without explicit consent, are strictly prohibited.
Threatening and Rude Behavior
Aggressive, confrontational, or harassing behavior is not allowed. Avoid language, gestures, or actions that could be considered disrespectful, discriminatory, or threatening.
Reporting
If you are a recipient or witness to any form of misconduct, you can report the situation to Kitto Inc., and we will address it in accordance with our policies.
Help Keep One Another Safe
Account Sharing
Account sharing is not allowed. To use the Kitto Inc. platform, you must register and maintain an active account. Do not share your account details, including username, password, or profile picture, with anyone else.
Age Requirements
You must be 18 years or older to have a Kitto Inc. account. This means you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders cannot request a ride or delivery for someone under the age of 18 who will not be accompanied by an adult.
Extra Riders and Non-Account Riders
When driving with Kitto Inc., only the driver, the requesting rider, and the rider’s guests should be in the vehicle. The account holder is responsible for the behavior of their entire party.
Vehicle Information
For a smooth pickup or delivery, Kitto Inc. provides identifying information about drivers and their vehicles. Drivers must complete trips using only approved vehicles and should update any documentation that may become invalid, like an expiring driver’s license.
Seat Belts
Seat belt use is crucial for safety. Every driver and rider should always buckle up. Drivers can decline a ride if there are not enough seat belts for every rider.
Helmets
For your safety, wear a helmet that fits well when riding a bike, motorcycle, or scooter.
Use of Dashcams
Drivers may choose to install dashcams for safety reasons. Please check local laws to understand your responsibilities regarding consent for recording.
Be Alert
Being alert on the road helps keep everyone safe. We review reports of crashes and potentially unsafe driving behavior.
Proper Maintenance and Upkeep
Drivers are expected to keep their vehicles maintained according to industry safety and maintenance standards.
Public Emergencies
Kitto Inc. may take additional safety measures during public emergencies, such as natural disasters or public health crises.
Follow the Law
General Compliance
All users are expected to comply with applicable laws and regulations while using the Kitto Inc. platform. Any illegal activities, such as drug trafficking, money laundering, or human trafficking, are strictly prohibited.
Licensing and Documentation
Drivers are required to maintain up-to-date licenses, insurance, and vehicle registration. We review reports of traffic violations, crashes, and other incidents that may indicate unsafe or distracted driving.
Parking and Traffic Laws
Drivers must adhere to local parking laws, including restrictions on stopping in bike lanes or blocking accessibility ramps. Riders should not interfere with the operation of the vehicle, such as touching the steering wheel or gear shift.
Child Safety
Where required by law, it’s the rider’s responsibility to provide and install a suitable car seat for infants and small children. Drivers can cancel the ride if proper safety measures are not observed.
Service Animals and Assistive Devices
Drivers may not deny service to riders with service animals or assistive devices. Discrimination against riders with service animals or assistive devices will result in loss of access to the Kitto Inc. platform.
Substance Abuse
Drug use and open containers of alcohol are strictly prohibited. Drivers must not operate vehicles while under the influence of substances that impair their ability to drive safely.
Firearms
Carrying firearms while using the Kitto Inc. platform is prohibited, to the extent permitted by applicable law.
Fraudulent Activities
Any form of fraudulent activity, such as falsifying information, assuming someone else’s identity, or intentionally increasing the time or distance of a trip for fraudulent purposes, is not allowed.
Off-Platform Activities
Street hails and off-platform pickups are prohibited. All transactions must go through the Kitto Inc. platform.
Intellectual Property
Unauthorized use of Kitto Inc.’s trademark or intellectual property is not allowed. Drivers should only use Kitto Inc.-branded items obtained from Kitto Inc. and should return such items if they lose access to the platform.
Enforcement of Kitto Inc. Guidelines
Account Suspension and Termination
Violating any terms of your agreement with Kitto Inc., including these Community Guidelines, can result in temporary suspension or permanent termination of your account. If you have multiple accounts, such as a rider and a driver account, a violation in one can lead to suspension of all your Kitto Inc. accounts.
Reporting and Investigation
Kitto Inc. actively monitors feedback and reports submitted to our Support team for any violations of our Community Guidelines. We may initiate an internal investigation, which could include temporarily disabling your account until the investigation is complete.
Legal Consequences
Failure to adhere to these guidelines may also result in legal consequences. We cooperate fully with law enforcement agencies in any investigations related to conduct while using the Kitto Inc. platform.
Regulatory Compliance
If your account is found to be in violation of local, state, or federal regulations, including but not limited to licensing and documentation requirements, your access to the Kitto Inc. platform may be revoked.
Background Checks
All drivers undergo a rigorous screening process, including motor vehicle and criminal background checks. Failure to pass these checks or violation of Kitto Inc.’s Community Guidelines can result in loss of access to the platform.
Terms and Conditions
For further details, you can access Kitto Inc.’s Terms of Use and Legal Agreement on our website.
Note: Drivers are not employees or agents of Kitto Inc. They operate as independent third-party service providers.