Refund Policy

This policy covers payments processed by BackRow: the Pro subscription (billed monthly or annually). The Free plan involves no subscription charge and is not covered here, though the handling of tips and platform fees in section 5 applies to all drivers.

Pro starts with a 14-day free trial. You are not charged until the trial ends, so if you cancel before it does — from your dashboard's billing portal — you won't be billed at all.

Monthly Pro charges are non-refundable, including for partial months. You may cancel at any time from the dashboard or the Stripe customer portal — you keep Pro through the end of the current billing period and won't be charged again at renewal.

Within 14 days of purchase: a full refund of the annual charge, for any reason. Email [email protected] from the address on the account and we'll cancel the subscription and refund the charge in full.

After 14 days: cancellation entitles you to a prorated refund for the remaining unused portion of the year, calculated daily from the date we receive your request to the end of the prepaid term.

You can cancel anytime from the Stripe customer portal to stop renewals. Prorated refunds for an active term must be requested by email so we can verify account ownership before issuing.

Tips are voluntary payments made by passengers directly to drivers through Stripe. BackRow does not refund tips. A passenger who believes a tip was sent in error should contact the driver directly or their card issuer; whether to return a tip is the driver's decision.

On the Free plan, BackRow retains a 10% platform fee on each tip processed. Platform fees are non-refundable. Passengers always cover card-processing fees, which are likewise non-refundable.

If BackRow is materially unavailable for an extended period due to issues on our side (excluding scheduled maintenance and issues caused by third-party providers we depend on, such as Spotify or Stripe), we may, at our discretion, issue prorated credits or refunds on the Pro subscription. Contact [email protected] with details if you believe you've been affected.

Refunds will not be issued for:

• Monthly subscription charges, including partial months.
• The unused portion of a monthly billing period after a cancellation.
• Tips, and the platform fee retained on Free-plan tips (see section 5).
• Card-processing fees.
• Accounts suspended or terminated for violating our Terms of Service.
• Charges older than 60 days at the time of the request, unless required by law.

Approved refunds are returned to the original payment method via Stripe. Funds typically appear within 5–10 business days, depending on your bank or card issuer. We do not issue refunds in cash, store credit, or to a different payment method.

We may update this Refund Policy from time to time. Material changes will be communicated to registered drivers by email. Refund requests are evaluated under the policy in effect on the date of the original charge.

For refund requests or questions about this policy, email [email protected] from the address on the account, including your account email and the approximate date of the charge.