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Cancellation and Refund Policy

Effective Date: September 01, 2025

Cancellation & Refund Policy

This Cancellation & Refund Policy explains how sPoneja Oy (“we”, “us”, “our”) handles cancellations and refunds for (A) taxi service bookings and (B) our GoMeter mobile application (mileage tracker & taxi meter). This Policy does not limit any non-waivable rights you may have under applicable law (including Finnish and EU law).

Definitions

  • Basic Fee / Call-out Fee: The minimum fee shown in the price list or your booking confirmation, covering dispatch and driver allocation.
  • Driver Started Driving: When our system status shows the driver as “en_route” or later (e.g. “arrived”, “ongoing”).
  • No-show: The driver arrives at or near the pickup point and waits for the free waiting time stated in the price list/booking confirmation, but the passenger does not show up or cannot be contacted.

A. Taxi Service Bookings

1) When you can cancel

  • Free (or full refund): You may cancel a booking any time before the driver has started driving to the pickup. In our system this typically means the booking is in “scheduled” or “assigning” status. Any prepaid amount for that ride will be refunded in full.

2) Late cancellations (driver started driving)

  • If the driver has started driving to the pickup (status “en_route” or later) and you cancel, we will charge at least the Basic Fee as a late-cancellation fee. If the driver has already incurred additional out-of-pocket costs (e.g., tolls), these may be added where permitted.

3) After pickup / on-trip / completed

  • If cancellation occurs after pickup (status “ongoing”) or the trip is completed, the full metered fare remains due and no refund is issued.

4) No-show

  • If the driver arrives and waits beyond the free waiting time specified in your confirmation or price list, and cannot reach you, the ride may be marked as a no-show. A no-show is charged at least the Basic Fee (and any applicable waiting/parking costs as per the price list).

5) Modifications

  • Changes to time, pickup or destination are subject to driver availability and may adjust the total fare. A change made after the driver has started driving may be treated as a late cancellation and re-booking, at our discretion.

6) Cancellations by us

  • If we must cancel due to unavailability, safety, or events beyond our reasonable control, you will receive a full refund of any prepaid amounts for that ride or the option to re-book.

7) Third-party vouchers & promos

  • Vouchers or discounts issued by third parties are subject to the issuer’s terms. We typically cannot refund third-party purchases; please contact the issuer.

B. GoMeter Subscriptions (Mileage Tracker & Taxi Meter App)

1) Billing & renewal

  • Subscriptions are billed in advance and renew automatically at the end of each billing cycle unless cancelled.
  • We may offer monthly and long-term (e.g., annual or multi-month) prepaid plans.

2) Cancelling a monthly subscription

  • You can cancel any time. No refunds are provided for the current paid month; you will retain access until the end of the current billing period, after which the subscription will not renew.

3) Cancelling a long-term prepaid subscription early

  • If you cancel a long-term prepaid plan before its end date, we will recalculate the used portion at the then-current standard monthly rate (not the discounted effective rate of the long-term plan).
  • If the amount you paid exceeds (months used × standard monthly rate), the unused remainder is refunded. If it is less, we may charge the difference for the months consumed (i.e., discount claw-back), subject to applicable law.
  • Access continues until the end of the month already paid; future months (if any) are cancelled.

4) Trials, upgrades & downgrades

  • Trials: If a trial converts to a paid subscription, standard cancellation terms apply thereafter. Fees paid for a started paid period are not refundable.
  • Upgrades: Charges/proration may apply immediately; details are shown at checkout.
  • Downgrades: Take effect at the next billing cycle; no mid-cycle refunds.

5) App-store purchases

  • If you subscribed via Apple App Store or Google Play, their refund rules apply. Please manage cancellations and refunds through your app-store account.

Refund Method & Timing

  • Approved refunds are returned to the original payment method wherever possible.
  • We submit refunds promptly; banks/processors may take 3–10 business days (and up to 14 days in some cases) to post the amount to your account.

Chargebacks & Disputes

  • If you believe a charge is incorrect, please contact us first so we can investigate. Unresolved disputes may be handled by your card issuer under its rules.
  • Accounts involved in fraudulent or abusive chargebacks may be suspended pending resolution.

Statutory Rights (EU/Finland)

  • Passenger transport services: The EU 14-day right of withdrawal does not apply to passenger transport bookings. Our cancellation terms above apply.
  • Digital services (GoMeter): If you request/consent that we start providing the digital service during the 14-day withdrawal period, you acknowledge that the right of withdrawal may be lost once performance begins. If you have not started using the service and applicable law grants a withdrawal right, you may exercise it within the statutory period.

How to Cancel

  • Taxi bookings: Use the booking link, your account dashboard, or contact support to cancel.
  • GoMeter: Cancel in your account’s subscription settings or via your app-store subscription management if purchased there.

Contact

  • sPoneja Oy
  • Email: support@sponeja.com
  • Phone: +358 46 545 7751
  • Address: Katumantie 11 C 24, 13250 Hämeenlinna, Finland

Changes to this Policy

We may update this Policy from time to time. Material changes will be posted with a new effective date. Continued use after changes constitutes acceptance of the updated terms.

Governing Law

This Policy is governed by the laws of Finland. Mandatory consumer protection laws of your country of residence may also apply.