01What this policy covers
This policy covers money paid to Manwaj Solutions (Pvt) Ltd through Drivio, the mobility platform we build and operate — wallet top-ups, and the amounts held against a booking. It applies to every service in the app: rides, pool seats, hourly rentals, Pickup & Drop and parcel delivery.
It does not cover cash. A standard ride paid in cash is settled directly between the customer and the driver, and no money reaches us to refund.
It also does not cover client project engagements. Those are governed by the written agreement signed for that piece of work, not by this page.
02The short version
Cancel before a driver is assigned and you are charged nothing. After that a cancellation fee applies — and the identical fee applies to a driver who cancels on you. Anything already taken for a booking that does not run comes back to your Drivio wallet.
Free. Nothing is charged, and anything held is released back to your wallet.
A cancellation fee applies. The exact amount is shown to you before you confirm, and you can back out at that point.
You are refunded in full and pay no fee. The fee falls on them instead — the rule is symmetric.
No refund, because the service happened. If it was marked complete but not actually delivered, see section 05.
03When money is taken at all
How much is taken, and when, depends on the service — the risk is different in each:
Nothing is taken up front. You pay at the end, in cash or from your wallet, so there is normally nothing to refund.
The full fare, plus your security deposit, is held when you book. A vehicle is blocked out for your window, so it is paid for before it is reserved.
The full seat price, plus your security deposit, is held at booking and stays held until the trip runs. A seat someone reserved and never paid for is a seat the driver turned others away from.
One period at a time. The month you are booking is held at booking and stays held for that month; each new period holds the next. Nothing is ever charged further ahead than the month it pays for.
The full delivery total is held at booking, and released to the rider once the parcel is delivered.
04Cancelling a booking
Before a driver has been assigned, cancelling is free and immediate. Any amount held for the booking is released back to your Drivio wallet.
Once a driver has accepted, a cancellation fee applies. The driver has committed their time and, on a rental or a pool route, turned other customers away — the fee compensates that. We do not publish a single percentage here on purpose: the figure is set per service by an administrator and can change, so the commitment we make instead is that the exact amount is shown to you before you confirm the cancellation, and that the same fee applies to a driver who cancels on you. You are never charged a fee for a cancellation you did not make.
Repeated cancellations affect standing on the platform, for customers and drivers alike.
05A booking that was not delivered
If a booking was marked complete but the service was not actually performed — the driver never arrived, the vehicle was never handed over — report it within 48 hours and we will investigate. Every movement of money on the platform has a ledger entry, and every booking carries status timestamps, a location trail and the in-app chat, so these are decided on records rather than on argument.
Confirmed cases are re-credited in full and the driver is sanctioned. Money held while an investigation runs stays held until it resolves; it is not released to anyone in the meantime.
06Wallet top-ups
A top-up is you moving your own money into your Drivio wallet, for an amount you entered and confirmed. We never initiate one: no card is stored, and no automatic debit is set up against any account.
A top-up is not consumed until you spend it, so it is not a purchase we can "refund" in the ordinary sense — the balance is still yours. If you want it back out of the app, withdraw it (section 07). Where a top-up itself needs reversing because it was charged in error or duplicated by the payment provider, write to us and we will reverse it to the method it came from.
Promotional credit is not money and cannot be withdrawn or refunded.
07Getting money out of the wallet
You can withdraw an available wallet balance to Easypaisa, JazzCash or a bank account — the same routes the money came in by. Request it from inside the app.
Withdrawals are checked by a person before they are released, which is deliberate: it is the control that stops a compromised account draining a wallet. We aim to process a request within 7 working days. Amounts you already owe — an unpaid cancellation fee, a cash ride whose commission has not settled — are deducted first.
Money currently held against a live booking is not available to withdraw until that booking finishes or is cancelled.
08How to ask for a refund
Email support@manwajsolutions.com with the booking ID — it is on the booking in your Activity tab — within 7 days of the booking. Tell us what happened; you do not need to quote this policy at us.
We aim to reply within 3 working days. Approved refunds are credited to your Drivio wallet immediately on approval, and you can withdraw from there under section 07.
Your rights under Pakistani consumer law are unaffected by anything on this page. If you are not satisfied with our answer you are free to take it further.
09Who you are dealing with
Drivio is operated by Manwaj Solutions (Pvt) Ltd, House No. 42/A, Survey # 331, Saleem Housing Society, Malir Halt, Karachi, Sindh, Pakistan. Payments made in the app are received by this company.
Support: support@manwajsolutions.com · 0371 2339498 · Monday–Saturday, 10:00 AM – 7:00 PM (PKT)
If you want to see where each of these points falls in an actual booking, the end-to-end customer journey walks through all nine stages.
A refund question goes straight to a person.
No ticket queue and no form. Write to us with your booking ID and someone on the team answers — within 3 working days by policy, usually sooner.