Things go wrong. What matters is what happens next, and how long you have to wait to find out.
How to raise a complaint
Use the contact form and choose the complaint category. Include the booking reference, the date and time, the vehicle registration if you have it, and what happened. You can attach photographs, screenshots or documents as evidence.
Everything goes through that one route on purpose. It gives your complaint a reference, puts it in front of the team that can resolve it, and gives you a record of exactly what you sent and when.
What happens next
- Acknowledgement within 1 working day, with a reference number.
- Investigation. We review the booking record, the route, the fare calculation and any evidence, and we put the allegation to the driver or operator so they can respond.
- Outcome within 10 working days. If it will take longer — because an incident is serious, or because we are waiting on a third party — we will tell you before that deadline rather than let it pass in silence.
What we can put right
- Refund a fare in whole or in part where the journey was not delivered as booked.
- Correct an overcharge.
- Require an operator to address a performance or conduct issue.
- Suspend or remove a driver or operator from the platform.
What we cannot do
We cannot compel an operator to pay compensation beyond the fare, and we cannot act as a court. Where your claim is against the operator rather than against us — a claim for consequential loss, for example — we will give you the operator's registered details so you can pursue it directly, and we will provide the booking records you need.
If you disagree with the outcome
Reply to the same reference and ask for it to be reviewed. A second reviewer who was not involved in the original decision will look at it again. That review is final within our process.
That does not remove your rights. You remain free to pursue a claim through the Consumer Affairs Authority of Sri Lanka or through the courts, and nothing in our process requires you to give up those rights or to wait for us before using them.
Complaints about a passenger
Drivers can raise complaints by the same route and they are handled to the same standard. A driver who reports abuse, damage or a fare dispute is entitled to the same investigation and the same explanation of the outcome.
Getting in touch
Every enquiry, complaint and request under this policy goes through the contact form on the main site. Choose the category that fits — booking, payments, cancellation, additional service, complaint, additional information or other — describe what happened and attach any evidence. That form routes your message to the team that can actually act on it and gives you a record of what you sent.
Last updated 23 August 2026.