This policy sets out the rules for ride cancellations, no-shows, waiting fees and refunds on the Masar platform, and forms part of the Terms & Conditions. The values below apply at the time of writing and may change; the app always shows the applicable fee before you confirm a cancellation.
1. Free cancellation
- Before any captain accepts your request.
- Within 2 minutes of a captain accepting the request.
- If the captain is more than 5 minutes later than the estimated arrival time shown when they accepted.
- If the captain cancels, no captain is found, or the platform cancels for a reason that is not yours.
2. Cancellation fees
After the free cancellation period, or once the captain has arrived at the pickup point, the cancellation fee is the higher of the flat fee and the distance fee.
Flat fee by ride type:
- Economy: OMR 0.500
- Comfort: OMR 0.700
- Family / XL: OMR 0.800
- Premium: OMR 1.000
- Airport Transfer: OMR 1.000
Distance fee, when the captain has driven more than 500 metres toward you:
- It uses your ride’s price per kilometre, that is its estimated fare divided by its distance, for each kilometre the captain drove.
- The distance is measured from the captain’s location on the way to you, and distance beyond the expected route to you is not counted.
- It never exceeds the ride’s own fare.
- The app shows the distance and the fee before you confirm the cancellation.
Cancellation fees go to the captain, after the platform commission, to compensate for their time and fuel.
3. Waiting and no-shows
- Waiting is free for 5 minutes from the captain’s arrival, and 15 minutes for airport transfers.
- After that, waiting is charged per minute and added to the fare according to the ride type.
- If the free waiting time ends and you have not arrived, the captain may mark the ride as “rider no-show”, and a no-show fee applies: Economy OMR 0.500, Comfort OMR 0.700, Family OMR 0.800, Premium OMR 1.000, Airport Transfer OMR 1.500.
- Repeated no-shows may temporarily restrict booking from your account.
4. How fees are collected
- On rides paid from the wallet, fees are deducted from the balance.
- On cash rides, fees are recorded on your wallet as an amount owed and settled on your next ride. If the amount owed exceeds OMR 5.000, booking is paused until it is paid.
5. Refunds
- If you believe a fare or fee was charged in error (for example an unnecessarily long route, or a cancellation fee although the captain was late), report it from the ride details in the app or through “Contact us” within 14 days of the ride.
- We usually review reports within 3 working days and let you know the outcome.
- Accepted refunds are credited to your Masar wallet immediately. A refund to a bank account is available on request [method and timing to be completed once a payment gateway is connected].
- Fares paid in cash are refunded to the wallet.
- Tips cannot be refunded once sent, unless sent by mistake and you contact us within 24 hours.
6. Wallet balance when deleting your account
If your wallet has a positive balance, contact support before deleting your account to arrange a refund; after deletion the balance can no longer be linked to you.
7. Lost items
We help you get in touch with the captain to recover forgotten items. If you ask for the item to be delivered to you, a delivery cost may apply and is shown to you before you agree [process to be defined].
8. Contact
For any question about fees or refunds: the “Contact us” page on the website or the Help menu in the app.