Effective Date: April 14, 2026
This policy applies to all Vehicle Movement Services booked through the Auzo platform. It describes when cancellation fees apply, when refunds are issued, and how they are processed.
Cancellations Before Driver Acceptance
If you cancel a trip before a driver has accepted your request, no cancellation fee is charged and any payment collected will be refunded in full. If you need to change a scheduled trip, cancel your trip and book a new one at your preferred time. Refunds are processed to your original payment method within 5 to 10 business days depending on your card issuer.
Cancellations After Driver Acceptance
Once a driver has accepted your trip, a cancellation fee applies to compensate the driver for time committed. The applicable fee is displayed in the app at the time of booking and will be deducted from any refund.
Late Cancellations and No-Shows
If you cancel after the driver has indicated arrival at the pickup location, a higher cancellation fee applies. Current fees are always displayed in the app at the time of booking. If you or an authorized person are not present at the scheduled pickup time and do not respond within 10 minutes of the driver’s arrival, your trip may be marked as a no-show and the applicable fee will be charged.
Service Concerns
If you have a concern about the conduct of your driver or the quality of the vehicle transportation service during a completed trip, for example professionalism, communication, or how your vehicle was handled during transport, contact Auzo Support within 24 hours of trip completion. Auzo will review the matter and may, at its discretion, issue a full or partial refund or credit toward a future trip.
Auzo is not responsible for and does not accept complaints related to mechanical service, repairs, or work performed on your vehicle by a service center or dealership. Those concerns should be directed to the service provider.
Vehicle Damage Claims
Damage to your vehicle during a trip is handled separately from this refund policy. If you believe new damage occurred during an Active Auzo Trip, refer to the Auzo Coverage and Claims page and report the damage within 48 hours of trip completion through the Auzo app or by contacting Support. Damage claims are reviewed using pre-trip and post-trip photo documentation and are not governed by this refund policy.
Trips Cancelled by Auzo
If Auzo cancels your trip due to driver unavailability or an operational issue not caused by you, you will receive a full refund with no cancellation fee. If Auzo cancels your trip due to an unsafe vehicle condition, prohibited items found in your vehicle, or another circumstance caused by you or your vehicle, a cancellation fee may apply.
How Refunds Are Processed
Refunds are returned to the original payment method used at booking. Processing times are typically 5 to 10 business days and may vary by financial institution. Auzo does not issue refunds in cash.
Contact
For questions about a specific charge or refund, contact Auzo Support at [email protected] or through the Auzo app.