Refund & Cancellation Policy

1. Payment & Billing Compliance

By registering and booking through tut Mobility, customers authorize tut Mobility and its approved payment gateway partners to charge the registered payment method for either the estimated fare before the trip or the final fare after trip completion.

• Transparent Pricing: All fares, cancellation fees and administrative charges are clearly displayed before booking confirmation.
• Card Validation: A temporary pre-authorization may be placed on your payment card to verify available funds. This is not a charge and will be automatically released after trip completion or eligible cancellation.

2. Refund Principles & Payment Gateway Rules

tut Mobility provides transportation services using its privately managed fleet. If a billing error or service issue occurs, refunds follow these banking rules:

• Original Payment Method Only: Approved refunds are returned only to the original payment card or digital wallet used during the transaction. Cash refunds are not available.
• Refund Processing: Refund requests are processed immediately after approval; however, banks may require between 5–14 business days to credit the funds.
• Maximum Refund: Refunds cannot exceed the total amount of the original transaction.

3. Eligibility for Refund

Customers may request a refund or account credit within 14 days for documented situations including:

• Duplicate charges or billing errors.
• Incorrect fare calculation.
• Promotional code failures caused by system issues.
• Vehicle breakdown preventing trip completion.
• Driver failed to transport the passenger to the requested destination.
• Verified unauthorized or fraudulent transactions.
• Documented vehicle safety or hygiene issues.

4. Non-Refundable Cases & Chargebacks

Refund requests will not be approved in the following situations:

• Traffic congestion or weather delays.
• Incorrect destination entered by the customer.
• Booking the wrong service type.
• Passenger failed to appear at pickup.
• Unjustified or fraudulent chargebacks initiated without contacting tut Mobility Support first.

5. Cancellation Policy

On-Demand Ride

• Free cancellation within 3 minutes after dispatch.
• After the grace period or after a 5-minute driver wait, a cancellation fee applies.

Airport Transfers & Limousines

• Free cancellation up to 24 hours before pickup.
• 24–6 hours before pickup: 50% charge.
• Less than 6 hours before pickup or No-Show: 100% non-refundable.

Shuttle / Bus Services

• Free cancellation up to 30 minutes before departure.
• Within 30 minutes: 50% cancellation fee.
• Missed buses are non-refundable.

Company Cancellation

If tut Mobility cancels a booking or the assigned vehicle is delayed more than 15 minutes beyond the estimated arrival time without notice, customers are entitled to a full refund and free cancellation.

6. Dispute Resolution & Contact

All disputes are governed by the laws of the Arab Republic of Egypt.

For assistance please contact:

• In-App: Help or Trip History section
• Email: support@tutmobility.com.eg
• Consumer Protection Agency (CPA): Customers may escalate unresolved complaints to the Egyptian Consumer Protection Agency.