Passenger PoliciesTerms, privacy, and guidelines for Retwik riders
Effective Date: August 1, 2026
Welcome to Retwik. These Terms of Service ("Terms") govern your use of the Retwik passenger platform, application, and services (collectively, the "Platform"). By accessing or using the Platform, you agree to be bound by these Terms.
By creating an account or using the Retwik platform, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, Community Guidelines, and all applicable laws and regulations.
To use Retwik as a passenger, you must:
You must provide accurate, current, and complete information during registration. You may not create more than one passenger account or share your account with others.
You are responsible for all activity under your account. Notify Retwik immediately of any unauthorized use.
Retwik may suspend or terminate your account for violation of these Terms, fraudulent activity, non-payment, or conduct that endangers drivers or other passengers.
When you request a ride through the Retwik app:
While using Retwik, you agree to:
If you request a shared ride (where available), you agree to share the vehicle with other passengers and may make additional stops along the route. Additional passengers will be picked up and dropped off along a shared route.
Fares are calculated based on distance, time, and demand. The estimated fare is displayed before you confirm the ride. Actual fares may vary based on the route taken, traffic conditions, and applicable surcharges.
Retwik accepts credit cards, debit cards, and other payment methods as displayed in the app. You must have a valid payment method on file. All payments are processed securely through our payment partners.
Tipping is optional and can be added through the app after your trip. 100% of tips go directly to the driver.
Promotional credits and discounts are subject to terms and conditions, may expire, and cannot be redeemed for cash.
You may cancel a ride at any time before the driver arrives. Cancellation fees may apply if you cancel after the driver has been dispatched or is near the pickup location. See the Cancellation Policy tab for details.
Retwik is not responsible for items left in vehicles. Contact the driver through the app's lost and found feature within 24 hours to arrange return. Drivers may charge a reasonable fee for returning lost items.
Retwik is committed to your safety. All drivers undergo background checks, vehicle inspections, and must maintain high ratings. Use the in-app emergency button if you feel unsafe during a trip. See our Safety page for more information.
Retwik acts as an intermediary connecting passengers with independent driver-partners. To the maximum extent permitted by law, Retwik shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the platform.
Any disputes arising from these Terms shall be resolved through binding arbitration, unless you opt out within 30 days of account creation. Class action lawsuits are waived to the extent permitted by law.
Retwik reserves the right to modify these Terms at any time. Material changes will be communicated through the app or by email at least 30 days before they take effect.
For questions about these Terms, contact legal@retwik.com or visit our Contact Us page.
Effective Date: August 1, 2026
At Retwik, we value your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our passenger platform.
We use your information to:
We may share your information with:
We implement industry-standard security measures including encryption (TLS 1.3 in transit, AES-256 at rest), regular security audits, access controls, and employee training. However, no method is 100% secure.
We retain your information while your account is active and for up to 5 years after deletion for legal, fraud prevention, and dispute resolution purposes.
You may have the right to access, correct, delete, or port your personal information. Contact privacy@retwik.com to exercise these rights.
We collect location data when the app is active to facilitate ride matching, navigation, and safety. You may disable location sharing, but this will prevent you from using the platform.
The platform is not for users under 18. We do not knowingly collect information from children.
We may update this policy. Material changes will be communicated 30 days in advance.
Email:privacy@retwik.com
Help us maintain a safe, respectful community for everyone.
Rate your driver after every trip to help maintain quality. Be honest and constructive in your feedback. Drivers who consistently receive low ratings face review and potential deactivation.
If you leave an item in a vehicle, use the app's "Lost Item" feature to contact the driver. Be prompt — drivers are not required to hold items indefinitely. You may be charged a reasonable delivery fee.
Understanding our cancellation policy helps ensure a fair experience for both passengers and drivers.
You may cancel a ride without charge:
| Timing | Fee | Notes |
|---|---|---|
| Within 2 minutes of request | Free | No driver matched yet |
| After driver matched, before arrival | $5.00 | Driver has started heading to you |
| After driver arrival (within 2 min) | $5.00 | Driver is at pickup location |
| After 2+ minutes of driver waiting | $10.00 | Extended wait time fee |
If you do not arrive at the pickup location within 5 minutes of the driver's arrival, the driver may cancel the trip and a no-show fee will be charged. To avoid this:
Cancelling a ride solely because of surge pricing after a driver has been dispatched will incur a cancellation fee. This helps ensure drivers are fairly compensated for their time.
Passengers who repeatedly cancel rides may be subject to temporary restrictions or account review. Habitual cancellations impact driver earnings and the overall platform experience.
If you believe a cancellation fee was charged in error, you can dispute it through the app's support section within 48 hours of the trip.
Transparent billing and fair refund practices for Retwik passengers.
Your fare is calculated based on:
The estimated fare is always displayed before you confirm the ride. The final fare may vary based on the actual route and traffic conditions.
We accept:
Your payment method is charged automatically at the end of each trip. You will receive an email receipt for every trip.
In certain cases, fares may be adjusted after the trip:
Refunds may be issued in the following situations:
| Situation | Refund | Process |
|---|---|---|
| Trip cancelled by driver | Full refund | Automatic within 24 hours |
| Significant route deviation | Partial refund | Submit request within 48 hours |
| Vehicle not as described | Partial or full refund | Submit request with details |
| Duplicate charges | Full refund of duplicate | Automatic detection or manual request |
| Technical error | Full refund | Automatic or upon request |
If you disagree with a charge, contact our support team within 48 hours. We will investigate and respond within 3 business days. You may also contact your bank or credit card issuer to dispute a charge, though we encourage resolving issues with us first.
If you have any questions about our passenger policies:
Email:riders@retwik.com
Help Center:Visit Help Center
Contact Us:Get in Touch