Refund Policy

This policy covers drivers’ payments for access to orders (passes and balance top-ups). Riders pay drivers for rides directly; these payments do not go through Fastaxi.

1. Telegram Stars

A pass paid with Telegram Stars can be refunded within 14 days if no orders were accepted with it. The refund goes back to your Stars balance in Telegram. Use the /paysupport command in the Fastaxi bot.

2. Bank card and Kaspi

1. Refunds are requested through support (category “Payment”) in your account or in the bot.
2. If no orders were accepted with the pass, the full amount is refunded. If there were orders, a partial refund proportional to the unused time may be granted; each request is reviewed individually.
3. Refunds are approved by two Operator staff members. Money is returned the same way it was paid: to a card within the bank’s timeframe, to Kaspi within 10 working days.

3. Payment issues

If a payment went through but access did not open, wait up to 1 hour first: the payment may still be processing. Then contact support and attach the receipt or payment number.

4. Contacts

[email protected], see Support.