1Principles
Every fee in this policy is disclosed before you confirm the action that triggers it, and any fee that requires a decision from you requires a second, explicit confirmation before it is charged. Fees compensate drivers for committed time; where a cancellation fee is charged because a driver was already committed to your trip, that fee goes to the driver.
2On-demand ride cancellations
You may cancel an on-demand request free of charge within the grace window shown in-app, or any time before a driver accepts. After a driver has accepted and is en route, a cancellation fee may apply, shown to you before you confirm the cancellation. A no-show at pickup after the driver's waiting period may be treated as a cancellation with the applicable fee.
3Scheduled ride cancellations
A scheduled ride accepted by a driver in advance is free to cancel until the driver begins traveling to your pickup. If you cancel after the driver is en route, a $5.00 cancellation fee applies and is paid in full to that driver — NEXLEFT takes no cut. Before any charge: the app tells you whether a fee currently applies to your ride, and you must confirm the cancellation a second time with the fee displayed. The policy is also shown before you confirm any scheduled booking.
4Cancellation forgiveness
Eligible NEXPLUS membership plans include a monthly allowance of forgiven rider cancellation fees, applied automatically to qualifying cancellations. Your plan's allowance and your remaining balance for the month are shown in the app. Allowances reset each billing month and do not roll over. Forgiveness applies to rider cancellation fees only.
5Driver cancellations & no-match
If your driver cancels, or no driver can be matched, you are not charged for the ride. Any authorization hold placed on your payment method is released; release timing depends on your bank, typically within a few business days.
6Fare adjustments & disputes
If a fare is wrong — a route issue, an incorrect fee, a trip that didn't happen as billed — report it in-app or at support@nexleft.com within 30 days of the trip. We review trip data and respond; approved adjustments are refunded to your original payment method. Cleaning or damage fees charged to riders are supported by documentation and can be disputed the same way.
7Membership refunds
Memberships cancel at the end of the current billing period; you keep benefits until then. Except where required by law or under a stated guarantee, membership payments are non-refundable, and downgrades or interval changes take effect at period end without partial-period refunds — as set out in the Subscription Terms. Where applicable law grants a cancellation-and-refund right (for example within a statutory window after purchase), we honor it.
8How refunds are issued
Approved refunds are issued through Stripe to the original payment method. Most refunds post within 5–10 business days depending on your bank. Refunds are not issued as cash or to a different payment method except where the original method is closed and your bank cannot accept the return.
9Chargebacks
If you dispute a charge with your bank, we respond with trip and consent records through our processor. Filing a chargeback on a valid charge may result in account review. Contacting support first is faster in nearly every case.
10Contact
support@nexleft.com · Contact page · NEXLEFT, INC., 30 N Gould St Ste R, Sheridan, WY 82801, US.