📲 Get the FYND app — add it to your home screen for 1-tap booking.

Get the App

Refund Policy

Effective Date: December 29, 2025
Last Updated: December 29, 2025

Overview

FYND Private Transportation ("FYND," "we," "us," or "our") is committed to providing reliable, pre-scheduled transportation services throughout the Pensacola region. We understand that plans change, and this Return & Refund Policy outlines how we handle cancellations, refunds, and service-related issues.

Understanding Our Service

Important: FYND provides scheduled transportation services, not physical products. Once a ride is completed, the service has been delivered and cannot be "returned" in the traditional sense. However, we offer refunds for cancellations made within specified timeframes and for service issues that arise.

1. Cancellation & Refund Schedule

Refunds for cancelled rides are based on how much advance notice you provide before your scheduled pickup time.

1.1 Full Refund (100%)

  • Cancellation made 4 or more hours before scheduled pickup
  • Complete refund of all charges
  • No cancellation fees
  • Refund processed within 1–2 business days
  • Funds return to original payment method within 5–7 business days
  • Example: 3:00 PM ride canceled at 10:00 AM or earlier

1.2 Partial Refund (50%)

  • Cancellation made 2–4 hours before pickup
  • 50% refund issued
  • 50% retained as cancellation fee
  • Example: Cancel between 11:00 AM–1:00 PM for a 3:00 PM ride

1.3 Partial Refund (25%)

  • Cancellation made 1–2 hours before pickup
  • 25% refund issued
  • 75% cancellation fee retained
  • Example: Cancel between 1:00 PM–2:00 PM for a 3:00 PM ride

1.4 No Refund (0%)

  • Cancellation made less than 1 hour before pickup
  • Full fare retained
  • Example: Cancel at 2:15 PM for a 3:00 PM ride

1.5 No Refund – Driver En Route

  • Cancellation after driver has begun traveling
  • Full fare retained due to time and fuel costs

1.6 No Refund – Driver Arrival

  • Cancellation after driver arrives at pickup location
  • Full fare retained

1.7 No Refund – No-Show

  • Rider not present within 5 minutes of pickup time
  • Driver attempts contact
  • Full fare retained

No-Show Definition: Rider is not present at the designated pickup location within 5 minutes and cannot be reached by phone.

2. How to Cancel Your Ride

2.1 Cancellation Methods

Option 1: Text Message

  • Text (850) 332-3415
  • Include booking reference or ride details

Option 2: Phone Call

  • Call (850) 332-3415
  • Speak with FYND customer service

Option 3: Email

2.2 Cancellation Confirmation

  • Confirmation sent via text or email
  • Includes refund amount and processing timeline

2.3 Important Timing Note

  • Cancellation time is determined when FYND receives and processes the request
  • Text or call is the fastest method

3. Refund Processing

3.1 Processing Timeline

  • Refund initiation: 1–2 business days
  • Bank processing: 5–7 business days
  • Total: Typically 7–10 business days

3.2 Refund Method

  • Issued to original payment method only
  • Credit/debit cards refunded to same card
  • Bitcoin refunded to original wallet

3.3 Refund Confirmation

  • Confirmation via text or email
  • Includes transaction reference number

3.4 Bank Processing Variations

  • Some banks may take up to 10 business days
  • Credit cards may show refund on next statement

4. Cancellations by FYND or Driver

4.1 Full Refund Situations

  • Driver cancels
  • FYND cancels for operational or safety reasons
  • No driver available

4.2 Refund Processing

  • Automatic 100% refund
  • No action required by rider
  • Processed within 1–2 business days

4.3 Alternative Transportation Reimbursement

  • Use another service
  • Submit receipt within 24 hours
  • Reviewed case-by-case (not guaranteed)

5. Service Issues & Partial Refunds

5.1 Ride Not Completed

  • Vehicle breakdown: prorated refund
  • Driver emergency: full refund or reassignment

5.2 Service Quality Issues

  • Report immediately
  • Provide booking reference and details
  • FYND investigates and resolves

5.3 Examples That May Warrant Refunds

  • Significant lateness without communication
  • Unsafe or unprofessional behavior
  • Wrong pickup/drop-off due to driver error

5.4 Examples That Typically Do Not

  • Traffic delays
  • Weather-related delays
  • Personal route preferences

6. No Refund Situations

6.1 Rider-Caused Issues

  • Incorrect pickup details
  • Rider not ready or late

6.2 Rider Conduct

  • Policy violations
  • Harassment or unsafe behavior

6.3 Capacity & Disclosure Issues

  • Too many passengers
  • Excessive luggage
  • Undisclosed pets

6.4 Weather & External Factors

  • Rider cancels due to weather → standard policy applies
  • Traffic delays do not qualify

7. Disputed Charges

7.1 Dispute Process

  • Contact FYND within 7 days
  • Provide booking reference and explanation

7.2 Investigation & Resolution

  • Reviewed within 3–5 business days
  • Refunds, credits, or explanation provided

7.3 Chargeback Warning

  • Contact FYND before filing a chargeback
  • Unwarranted chargebacks may result in suspension

8. Special Circumstances

8.1 Medical Emergencies

  • Handled case-by-case

8.2 Family Emergencies

  • Compassionate consideration may apply

8.3 Flight Delays or Cancellations

  • Arrival rides automatically adjusted
  • Departure rides follow standard cancellation policy

9. Commuter Program Refunds

9.1 Individual Ride Cancellations

  • Standard refund policy applies

9.2 Weekly/Monthly Prepayments

  • Prorated refunds considered case-by-case

10. Group Rides & Multiple Vehicles

10.1 Group Cancellations

  • Refunds apply only to canceled vehicles

10.2 Passenger Count Adjustments

  • Contact FYND to modify booking

11. Promotional Codes & Discounts

11.1 Discounted Ride Refunds

  • Refund based on amount paid
  • Promotional value not refunded

12. Service Credits vs. Refunds

12.1 When Credits Are Offered

  • Minor inconveniences
  • Goodwill gestures

12.2 Credit Terms

  • No cash value
  • Non-transferable

13. Refund Exceptions

FYND may deny refunds for fraud, abuse, repeated no-shows, or policy violations.

14. Contact Us About Refunds

FYND Private Transportation
📞 Phone/Text: (850) 332-3415
📧 Email: [email protected]
🌐 Website: withfynd.com

15. Policy Changes

FYND reserves the right to update this policy at any time. Continued use of services constitutes acceptance of changes.

Quick Reference Guide

Cancellation Timing → Refund Amount

  • 4+ hours → 100%
  • 2–4 hours → 50%
  • 1–2 hours → 25%
  • Less than 1 hour → No refund
  • Driver en route/arrived → No refund
  • No-show → No refund
  • FYND/Driver cancels → 100%

Refund Processing Time: 7–10 business days