TENVIKLegal
Contents
  1. Our service
  2. Services available
  3. Availability and fares
  4. Cancellations
  5. Refunds and wallet fees
  6. Shipping and returns
  7. Contact

Legal

Service, Cancellation & Refund Policy

This policy explains the local transport services available through Tenvik, and how cancellations, driver-wallet fees and refunds work. Read it with our Terms & Conditions.

01Our service

Tenvik is a digital platform that connects women passengers with independent women drivers for local rides. We do not sell or deliver physical goods. Drivers are independent, and each completed ride is an agreement between the passenger and the driver.

02Services available

  1. Rickshaw rides: local trips in approved rickshaws.
  2. Mini rides: everyday rides in approved small cars.
  3. Mini AC rides: small-car rides with air conditioning where available.
  4. Ride booking: pickup and drop-off selection for a local trip.
  5. Fare offers: a passenger may offer a fare and a driver may accept or counter-offer.
  6. Auto-accept matching: an optional setting to accept the nearest eligible driver at the passenger's chosen fare.
  7. Driver verification and onboarding: document review for women who apply to drive.
  8. Driver wallet top-ups: prepaid credit used only for Tenvik's driver-service fees.

03Availability and fares

Services depend on driver availability, the service area and the vehicle types available nearby. The app shows a recommended fare. A passenger chooses an offer and sees the agreed fare before the ride starts. Passenger ride fares are paid directly to the driver using the payment method shown in the app.

04Cancellations

Either the passenger or driver may cancel before a ride starts. The first three minutes of driver waiting time at pickup are free. Repeated late cancellations or no-shows may lead to account limits or review under our Terms & Conditions.

05Refunds and driver-wallet fees

For cash rides, the passenger pays the driver directly at the end of the completed ride. Tenvik does not collect a passenger's cash fare, so it cannot issue a cash-fare refund.

Drivers use wallet credit only for Tenvik's service fee. If a passenger cancels, or does not arrive after the driver has waited five minutes at the pickup, the applicable driver-service fee is returned to the driver's Tenvik wallet. Wallet credit is not cash, cannot be withdrawn or transferred, and is shown in wallet history.

If a wallet top-up fails, is duplicated, or is not reflected after payment confirmation, contact us with the payment reference. We will review the transaction with the payment provider and correct an eligible wallet balance or payment issue.

06Shipping and returns

Tenvik provides local transport and digital platform services only. No physical goods are sold, shipped or returned, so shipping and physical-return policies do not apply.

07Contact

For a cancellation, payment or wallet question, email mianenterprise.1@gmail.com or call 03227140277. Include the ride or payment reference where available so we can review it.

Office: Ground Floor, Plaza 272, FF CCA, Sector FF, DHA Phase 4, Lahore.