Refund Policy

Last Updated: June 2, 2026 Thank you for choosing Buller Taxi Services. We strive to provide reliable, on-time, and safe transportation throughout our service areas. Because our drivers dedicate their time, vehicle wear, and fuel immediately upon accepting a dispatch request, we enforce a strict financial structure regarding refunds, payments, cancellations, and waiting times. By booking a ride via our dispatch line, mobile applications, or website (https://bullertaxi.com), you explicitly acknowledge and agree to the terms laid out in this Refund & Cancellation Policy. 1. Strict No-Refund Policy Except for verified billing errors audited and approved by our management team (detailed in Section 2 below), Buller Taxi Services operates under a strict no-refund policy. We do not offer refunds on rides at this time. Once a ride has been initiated, executed, or completed, all fares, fees, and associated surcharges are considered final and non-refundable. This policy remains in effect regardless of minor delays caused by traffic conditions, construction, weather events, or passenger dissatisfaction with the chosen navigation route. 2. Unaccepted Payment Methods & Check Restrictions To maintain the efficiency and security of our financial transactions, we strictly do not accept checks of any kind at this time. This includes personal checks, business checks, cashier's checks, and money orders. As outlined in our Terms of Service, all fares must be settled prior to vehicle departure using our approved payment channels: Credit/Debit cards, Cash, Venmo, or Cash App. Attempting to pay a driver with a check will be treated as non-payment, and the ride will not be initiated. 3. Early Terminations, Route Reversals, & Refusal of Service A. Mid-Trip Adjustments & Early Drop-offs If a rider chooses to stop their ride early and requests to be let out prior to reaching the original destination drop-off point entered during booking, the ride is considered completed at the moment of exit. No refunds, partial refunds, or fare credits will be issued for uncompleted mileage or time. The upfront fare collected or authorized prior to departure remains fully non-refundable. B. Forced Returns to Original Pickup Location If, mid-trip, a rider changes their mind and instructs the driver to turn around and return to the original pickup location, this constitutes an entirely new route execution. Absolutely no refunds will be issued for the original fare. Furthermore, we reserve the right to charge an additional fare premium or adjustment to cover the extra distance and time required to return the passenger to the initial pickup spot. C. Zero Tolerance for Misconduct & Refusal of Service We maintain an absolute zero-tolerance policy for hostile, aggressive, or extremely rude riders. Buller Taxi Services reserves the right to refuse service to any individual, at any time, for any lawful reason. If a rider becomes disruptive, disrespectful, or aggressive mid-trip, the driver will immediately terminate the ride and drop the passenger off in a safe, well-lit location. If a trip is terminated due to a rider’s hostile or rude behavior, no refund will be issued under any circumstances. Law Enforcement Involvment: If we deem a situation to be volatile, threatening, hostile, or dangerous toward our drivers or other riders, the driver will pull over immediately and local law enforcement will be contacted without hesitation to handle the situation and ensure safety. 4. Fare Audits & Billing Disputes A. Dispute Windows & Reporting Requirements If you believe you have been double-charged, overcharged, or subjected to an unapproved fee, you must file a formal billing dispute with our dispatch office within seven (7) calendar days of the trip in question. Disputes filed after this 7-day window will be considered void, and the charge will stand as final. B. Required Verification Information To initiate a fare review, you must provide our support staff with the following details: Your full name and contact phone number. The exact date, time, and pickup/drop-off locations of the trip. Your official Waybill Number (formatted precisely as: BTW-…). A brief statement detailing the nature of the billing discrepancy. C. Investigation & Resolution Process Upon receipt of your waybill number and dispute details, our management team will conduct a thorough audit of our backend logistics. This includes analyzing real-time GPS tracking logs, checking automated taxi meter calculations, cross-referencing driver trip logs, and reviewing available audio/video safety recordings from the vehicle. If our audit definitively confirms an overcharge or technical billing error, we will issue a correction. Approved overcharge corrections will be refunded back to your original payment method within 5 to 10 business days. 5. Cancellation Policy & Dispatch Fees We understand that travel plans can change unexpectedly. To balance passenger flexibility with fair compensation for our drivers, we enforce the following multi-tiered cancellation fee structure: Pre-Assignment Cancellations: Cancellations are entirely free of charge if you cancel your ride request before a specific driver has accepted the trip and been formally assigned to your location. Post-Dispatch Fee: Once a driver has accepted the request and has physically been dispatched toward your pickup location, the ride can no longer be canceled for free. If you cancel after dispatch occurs, a flat $5.00 cancellation fee will be automatically charged to your card or account to compensate the driver for their time, staging, and fuel costs. 6. Wait-Time Windows & Mid-Trip Stop Surcharges To ensure our fleet remains on schedule and accessible to all passengers, timing rules are strictly applied to all bookings. A. Initial Pickup Grace Period & Deadhead Rules The 5-Minute Grace Period: Once your assigned driver arrives at your designated pickup location and marks themselves as "Arrived," a 5-minute grace period begins. There is no charge for wait time during these first 5 minutes. Accrued Wait-Time: If you do not enter the vehicle within the initial 5 minutes, a wait-time fee of $1.00 per minute will begin accumulating automatically on the taxi meter. Passenger No-Show: If a passenger fails to appear at the vehicle after 10 total minutes of waiting, the driver reserves the right to declare the ride a "No-Show," cancel the trip, and leave. In this event, the $5.00 dispatch fee plus accrued wait-time fees will be billed to your account. B. Mid-Trip Additional Stops Passengers frequently request quick detours or intermediate stops (e.g., stopping at a convenience store or dropping off a second passenger) along their route. To accommodate this: Any mid-trip stop requested by the passenger will incur an automatic $2.00 flat fare surcharge per stop. In addition to the flat fee, the taxi meter will transition to a wait-time rate of $1.00 per minute for every minute the vehicle remains parked or idling at that stop. 7. Customer Support & Policy Administration For immediate assistance with an active booking, to cancel a scheduled ride, or to submit your waybill number for a fare audit, please contact our dispatch headquarters directly: Buller Taxi Services Phone: (580) 791-1604 Email: support@bullertaxiok.com Website: https://bullertaxi.com