Refund Policy

Refund Policy

Effective Date: 1 July 2024

Last Updated: 1 Oct 2024

At HelloValet Pte Ltd ("Company," "we," "us," "our"), we strive to ensure that our customers ("Customers") receive the highest quality of service through our drive-home valet service ("Service"). We understand that circumstances may arise where a refund is requested. This Refund Policy outlines the conditions under which refunds may be granted for services booked via the HelloValet mobile application ("App").

1. Refund Eligibility

Refunds will only be issued in the following circumstances:

1.1. Service Not Provided:

If a confirmed booking is not fulfilled due to the unavailability of a driver or operational issues on our end, Customers will be eligible for a full refund.

1.2. Service Cancellations by Us:

If HelloValet cancels a scheduled booking due to unforeseen circumstances (e.g., technical issues, safety concerns), Customers will be entitled to a full refund of the Service Fee.

1.3. Incorrect Charges:

If a Customer is incorrectly charged due to technical or administrative errors, a full refund of the overcharged amount will be processed.

2. Refund Exclusions

Refunds will not be provided in the following situations:

2.1. Customer Cancellations:

If a Customer cancels a booking after a driver has been dispatched or within a specific timeframe (as outlined in our cancellation policy), no refund will be issued. Please refer to our Cancellation Policy for more details.

2.2. Dissatisfaction with Service:

We do not issue refunds for dissatisfaction with the service provided by drivers unless the service fails to meet the basic safety and operational standards outlined in our terms and conditions. Complaints should be reported to our support team, and we will assess them on a case-by-case basis.

2.3. Late or No-Show Customers:

If a Customer is not available at the designated pick-up location within a reasonable time frame, no refund will be granted for the failed service.

3. Refund Request Process

To request a refund, please follow the steps below:

3.1. Contact Support:

- Customers must submit a refund request by contacting us via the App or by emailing us at admin@hellovalet.com.

- Refund requests must be made within 48 hours of the service in question.

3.2. Provide Necessary Details:

- Include your booking details (e.g., booking ID, date, time, and driver name), along with a clear explanation of the reason for the refund request.

- We may request additional information to process the refund claim.

3.3. Review and Decision:

- Refund requests will be reviewed within 7 business days from the date of submission.

- We will notify you via email of the outcome of your request.

4. Refund Method and Timing

If your refund request is approved:

- Refunds will be processed to the original payment method used during the booking.

- Refunds typically take 7–10 business days to appear in your account, depending on your bank or payment provider.

5. Non-Refundable Fees

Please note that certain fees, such as service fees for completed trips, transaction processing fees, and promotional discounts, are non-refundable.

6. Changes to the Refund Policy

We may update this Refund Policy from time to time. Any changes will be effective when the updated policy is posted on the App or our website. Customers are advised to review the Refund Policy periodically for any changes.

7. Contact Us

For any questions or concerns about this Refund Policy or to inquire about a refund, please contact us at:

- Email: admin@hellovalet.com 

- Phone: +65 8042 7126 

- Address: 45 Chai Chee Street, Singapore 461045