As with most downloadable software products, items bought through our service are generally non-refundable. However, in certain cases, there may be exceptions.
Generally, in these cases, refunds are made automatically, either via in-app credit or directly to the payment method. Otherwise, the refund will be carried out manually, according to and driven by the method of payment employed: in-app credit, credit card, or a combination of both.
Regarding refund requests, we kindly advise you to contact Whim Customer Care within 48 hours from the time you experienced or encountered a service issue. For more information, please refer to our Terms of Service.
The following cases would potentially qualify for refund processing:
- Validated failure to deliver service by Transportation Service Provider - taxi, public transit/transport, rental, other (e.g., service ordered but not fulfilled, service ordered but not fulfilled as promised).
- Validated failure to deliver service by MaaS Global/Whim (e.g., failure to refund automatically in the case of a taxi cancellation error).
The above does not apply in the case of downgrading a subscription. Here the same day on which a new subscription period starts, the prorated value of the higher value subscription will be returned to you via your preferred method of payment.
Finally, refunds may only be granted to the original Whim account/subscription holder who has purchased services through Whim. Any refund payable will be directed to their payment method or as in-app credit. We do not process transactions for any third parties.
If you have any questions about refunds, we kindly ask you to contact us via the in-app Help Center or via our web HelpCenter.