Refund and Cancellation Policy

Operating Entity: Specialty Logistics (operating Linyr360, "the Company"). Payment Integration: Powertranz Gateway / National Commercial Bank (NCB) Merchant Services.

This Refund and Cancellation Policy governs all ride cancellations, cancellation fees, fare disputes, and property damage adjustments processed through the Linyr360 mobile platform. By requesting transport services on the Platform as a Rider, or accepting requests as a Driver, you agree to the conditions and resolution timelines outlined below.

1. General Fares and Finality of Charges

Linyr360 operates as a digital technology provider connecting independent transport operators ("Drivers") with users ("Riders"). All charges processed for successfully completed trips are considered final and non-refundable.

Fares are calculated based on upfront estimates factoring in base rates, trip duration, transit distance, and applicable local Jamaican taxes or regulatory fees. Once a Driver delivers a Rider to their destination, the corresponding fare is charged automatically to the linked debit/credit card via our secure Powertranz gateway linked to our National Commercial Bank (NCB) merchant account.

2. Trip Cancellation Framework

To maintain platform reliability and fairly compensate independent Drivers for their fuel, dispatch time, and availability, Linyr360 enforces a strict trip cancellation matrix.

The 5-Minute Rider Grace Period: A Rider may cancel a matched trip request without incurring any financial penalty up to five (5) minutes after a Driver has formally accepted the ride.
Late Rider Cancellation Penalty: If a Rider cancels a trip more than five (5) minutes after a Driver accepts it, a fixed cancellation fee equal to 50% of the upfront estimated trip fare will be automatically charged to the Rider's payment method on file.
Rider No-Show Penalty: If a Driver arrives at the designated pickup coordinates and waits for more than five (5) minutes without the Rider appearing, the Driver may cancel the ride as a "No-Show." This action automatically charges the Rider a fixed cancellation fee equal to 50% of the estimated trip fare to compensate the Driver.
Driver Cancellations: If a Driver cancels a trip before or after arrival due to no fault of the Rider, the Rider will never be charged a cancellation fee.

3. Vehicle Cleaning and Property Damage Fees

Riders are legally and financially responsible for maintaining the cleanliness and safety of the Driver's vehicle interior and exterior during a trip.

Incident Reports: If a Rider causes physical damage to a vehicle or leaves a severe mess requiring professional detailing (such as biological fluids, chemical stains, or torn trim), the Driver must submit timestamped photographic evidence, the trip ID, and a commercial invoice from a licensed Jamaican auto-body or detailing shop within twenty-four (24) hours.
Automated Processing: Upon verifying the incident, Linyr360 reserves the absolute right to automatically bill the Rider's card on file.
Fee Caps: Specialized deep cleaning and sanitation fees are capped at a maximum of J$25,000. Structural or mechanical vehicle damage will be billed up to the maximum cost of the Driver's commercial insurance deductible framework. These processed property fees are completely non-refundable.

4. Eligibility Framework for Fare Adjustments and Refunds

While standard completed fares are final, Linyr360 will investigate, audit, and process partial or full refunds (either as direct card reversals or platform ride credits) under the following validated operational scenarios:

A. Technical or Gateway Errors

Duplicate Charges: If a single trip results in duplicate billing entries on your NCB or third-party bank statement due to a payment routing error.
Upfront Estimation Errors: Severe software malfunction resulting in an explicitly incorrect fare calculation or inaccurate GPS tracking that extended the trip inappropriately.

B. Driver-Sourced Faults

Wrongful Cancellation Fee: A cancellation fee was assessed to a Rider even though the Driver was moving away from the pickup point or triggered a false arrival signal.
Unmatched Operator/Vehicle: The Driver arrived in a vehicle not matching the registration plate, or did not match the photo on the mandatory Transport Authority Taxi Badge.
Premature Trip Initiation: The Driver started the trip inside the application before the Rider entered the vehicle, or failed to end the trip immediately upon destination arrival.
Safety Abortions: The ride was terminated mid-route due to a vehicular breakdown (expired Certificate of Fitness) or dangerous, unlawful driving behavior.

5. Dispute Resolution Timeline and Procedure

To dispute a cancellation fee or initiate an official refund evaluation, users must adhere to the following administrative rules:

Submit via App Support: Navigate to the "Trip History" tab inside the Linyr360 app, select the specific ride, and click "Dispute Charge." Alternatively, email your claim and trip ID to support@linyr360.com.
Filing Window: All refund and fee dispute claims must be submitted within seven (7) calendar days of the trip completion or cancellation date. Late submissions will not be processed.
Internal Audit: The Linyr360 compliance team will evaluate GPS tracking history, review in-app chat logs (utilizing masked communication data), and interview the assigned Driver. This evaluation takes up to three (3) business days.

6. Processing of Approved Refunds

If a refund or fee reversal is approved by Linyr360, the adjustment will be distributed via one of the following methods:

Linyr360 Ride Credits: Issued instantly to your in-app profile wallet. These credits apply automatically to your next ride request and do not expire.
Original Payment Method (Card Reversal): The refund command is pushed securely back through the Powertranz gateway.
- NCB Cardholders: Funds typically reflect on your account within 2 to 5 business days.
- Other Jamaican / International Banks: Funds may take 7 to 14 business days to reflect on your statement, depending entirely on your specific bank's processing cycles.

7. Abuse of the Policy

Linyr360 reserves the absolute right to suspend, restrict, or permanently terminate the account of any user who exhibits fraudulent refund behavior, files false property damage claims, or initiates illegitimate bank chargebacks without contacting platform support first.