Payment and refund policy
Bookings are made with and paid to GG Services Limited (Hong Kong), which operates RideKZ. This page explains how you pay, when, and what happens to your money if your plans change. It forms part of our booking terms.
How you can pay
- Online by card: Visa or Mastercard, credit or debit, through a secure payment page. Payments are processed by Stripe, a certified PCI DSS Level 1 payment provider. Your card number never touches our servers; we only see the last four digits and the payment status.
- To the driver (transfers only): at the end of the ride, by card where the driver has a terminal, or in cash in US dollars or Kazakh tenge at the rate stated in your confirmation.
Currency
All prices are quoted in US dollars, per car. Online payments are charged in USD. If your card is in another currency, your bank converts the amount at its own rate and may add a foreign-transaction fee; we have no control over these and cannot refund them.
When you pay
| Booking | Online | Balance |
|---|---|---|
| Transfers (airport, city-to-city, cross-border, ski) | Full price online, or nothing | If not paid online: to the driver at the end |
| Day trips, driver days and multi-day tours | 30% deposit to confirm | 70% online before the trip, or to the driver |
Your booking is confirmed only when you receive a written confirmation by email or WhatsApp. For tours, that confirmation follows the deposit.
Cancellations and refunds
| Situation | Transfers | Day trips and tours |
|---|---|---|
| Cancelled 24 h or more before pickup | 100% refund | 100% refund of the deposit and any balance |
| Cancelled less than 24 h before pickup | 50% refund | Deposit retained; balance refunded |
| No-show (you do not appear, without notice) | No refund | No refund |
| Road or border closed by the authorities, or weather that makes the trip unsafe | Free new date or 100% refund | Free new date or 100% refund |
| Flight delay | We track flights and wait at no charge; nothing to pay | |
Times are counted to the confirmed pickup time in local time. A no-show is not the same as a late flight: if your flight is delayed, we wait. If your flight is cancelled, message us and we rebook free of charge.
How refunds are paid
Refunds go back to the card you paid with, in US dollars, and normally appear on your statement within 5–10 business days of our approval, depending on your bank. We approve refunds within 2 business days of your cancellation. Cash paid to a driver is refunded by card transfer or bank transfer if a refund is due.
Changes
Changing the date, time or address more than 24 hours before pickup is free, subject to availability. If the new trip costs more or less, we charge or refund the difference.
Chargebacks
If something has gone wrong, please write to booking@ridekz.com first; most problems are solved within a day. You keep your full rights under the Visa and Mastercard dispute rules. If a chargeback is opened, we respond to your bank with the booking confirmation, our messages and the trip record. If a chargeback is opened for a trip that took place as booked, we may decline future bookings.
Security
We never ask for card details by WhatsApp, email or phone, and drivers never ask you to pay into a personal account or app. If anyone does, do not pay and tell us at once on WhatsApp +996 777 889 992.