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HALO Refund and Cancellation Policy

Last Updated: February 26, 2026

This policy explains the fees that may apply when you cancel a ride and the process for requesting a refund. We aim to be fair to both our riders and our drivers.

1. Cancellation Policy

You can cancel a ride at any time through the HALO app. However, a cancellation fee may apply in the following situations:

•Cancellation After Driver is Matched: A fee will be charged if you cancel after a driver has been assigned to your ride and the grace period has passed.

•Grace Period: You can cancel a ride without a fee within 5 minutes of your booking being accepted by a driver.

•Driver Wait Time: If your driver has been waiting at your pickup location for more than 5 minutes, a cancellation fee will apply if you cancel the ride.

The cancellation fee amount will be displayed in the app before you confirm the cancellation.

2. Refund Policy

We understand that sometimes things don't go as planned. You may be eligible for a refund of the cancellation fee in the following cases:

•Your driver asked you to cancel the ride.

•Your driver was not moving towards your pickup location or was going in the wrong direction.

•The estimated time of arrival was significantly longer than what was initially shown in the app.

To request a refund, please go to the 'Help' section in the HALO app, select the ride in question, and choose the appropriate reason for the refund request. Our support team will review your request and process the refund if it meets our policy criteria.

Refunds may be issued as HALO credit or to your original payment method, at our discretion.

3. No-Show Policy

If you are not at the pickup location when your driver arrives and the driver has waited for more than 5 minutes, the driver may cancel the ride and a cancellation fee will be charged.

4. How to Cancel a Ride

1.Open the HALO app.

2.Tap on the ride status bar at the bottom of the screen.

3.Tap 'Cancel Ride'.

4.Confirm your cancellation.