cancellation policy
reporting accident
ride cost calculation
top-up wallet

cancellation policy

If you no longer need a ride, you may cancel it through the app. In certain cases, a cancellation fee will be applied in order to compensate the biker for the time and gas spent. To cancel a ride, tap the Cancel button which will be visible on the app after the biker accepts your request. You will have two minutes to cancel the trip without being charged.

passenger cancellation fee

You’re charged BDT30 fee for canceling a ride if it meets the following criteria:

  1. More than 5 minutes pass since you request the ride.
  2. The driver arrives to pick you up.

no-show fee

You’re charged a BDT 30 fee for a no-show if it meets the following criteria:

  1. The biker arrives to pick you up.
  2. The driver waits for at least 10 minutes
  3. The driver attempts to contact you via phone or through text message, but fails

Wait Time fee You’re charged BDT 2 per minute, 5 minutes after the biker arrives to pick you up. The biker will wait for a maximum of 10 minutes before he considers the trip cancelled, if attempts to contact you over the phone fail.

how to dispute a cancellation fee

If you believe you were wrongly charged a cancellation fee, we’re happy to look into it. Please send us an email to with the following information:

  1. Time and date of the ride
  2. Name of the driver
  3. A brief description of what occurred

reporting accident

If you experience an accident, an issue which threatens your personal safety, or receive a police case, make sure to take the appropriate steps to protect yourself and get to a safe place. If necessary, call the police and then call our Critical Response Line at +880-1612255726. We’re available 24 hours a day, 7 days a week. In regard to police case or traffic tickets, keep in mind that we will not be able to assist with tickets incurred outside of the SAM platform, or due to violating standard traffic laws.

ride cost calculation

The cost of a ride is determined by our system and shown as a generated bill in both the rider’s and biker’s app at the end of the ride. Passengers pay directly from the in app e-wallet. No cash required.

ride costs are based on distance.

SAM ride prices are calculated by kilometer. There are no base fares or waiting charges. Wait time charge A wait time charge is applicable on SAM rides. A fee of BDT 2 is charged for every minute after 5 minutes of arrival of the biker.

there is a maximum cost of a SAM ride.

The average cost of a SAM ride in Dhaka city will range from BDT 60 to BDT 125. However, in the event of a longer-than-average ride, there is a maximum base amount. The maximum base amount for a ride BDT 400. To avail a BDT 400 ride, the rider must have atleast BDT 500 in his/her e-wallet:

how passengers can request a price review

You can request a price review using the ride history feature in the app, or you can use the emailed ride receipt.

how to top-up (load) the e-wallet?

The e-wallet can be topped up using credit cards, debit cards, mobile banking accounts, like Bkash, Mcash etc. To request a ride the e-wallet must contain an amount equivalent to BDT 100 + estimated trip cost. The e-wallet can be topped up in the amounts of BDT 200, BDT 300, BDT 400 and BDT 500 only.