CANCELLATION AND REFUND POLICY
Last updated: 1 September 2026
This Policy explains what happens when a Host or Guest cancels a confirmed Ride, and how wallet-recharge refunds are handled.
- "Company", "Platform", "Host", "Guest", "Ride", and "Coins" shall bear the meanings assigned to them in the Terms and Conditions.
- "Cancellation" means the act of a Host or a Guest withdrawing from a confirmed Ride prior to its completion.
A Guest may cancel a confirmed booking through the Platform at any time prior to boarding. Repeated or last-minute cancellation by a Guest may result in a temporary restriction on booking privileges or, in the case of a pattern of abusive cancellation, suspension of the Guest’s account.
A Host may cancel a confirmed Ride through the Platform, provided that the Host shall promptly notify affected Guests through the Platform. Repeated or unjustified cancellation by a Host may result in restriction of listing privileges or suspension of the Host’s account, and may adversely affect the Host’s rating.
Where a Ride is cancelled after publishing, whether by the Host or the Guest, the Publishing Charge already deducted from the Host’s Wallet in respect of that Ride is non-refundable and shall not be restored, regardless of which party effected the cancellation.
Where a Guest fails to arrive at the designated pick-up point within a reasonable waiting period communicated through the Platform, the Host may treat the booking as a no-show and the Coins forfeiture in the preceding clause shall apply. Where a Host fails to arrive for a confirmed Ride without cancellation, the matter shall be treated as a Host-side cancellation for the purposes of this Policy.
Where a Wallet recharge transaction fails but the User’s account is debited by the payment gateway or bank, the User may raise a refund request through the Platform, and the Company shall coordinate with the payment gateway to process the refund within the timelines prescribed under applicable Reserve Bank of India guidelines.
Where a User is charged more than once for a single Wallet recharge due to a verified technical error, the duplicate amount shall be refunded to the original payment source within a reasonable period following verification.
Coins already deducted for a completed Ride, Coins forfeited upon cancellation, and Coins credited as welcome bonus or referral reward are non-refundable and non-convertible to cash under any circumstance.
A refund request shall be submitted through the Platform’s grievance mechanism, and the Company shall acknowledge such request within the timelines prescribed under the Grievance Redressal Policy and process any verified eligible refund within a reasonable period thereafter, ordinarily not exceeding fifteen (15) business days.
A User who raises a chargeback with their bank or card issuer without first exhausting the Platform’s grievance mechanism may have their account temporarily restricted pending resolution of the chargeback.
Where a Ride is cancelled on account of circumstances beyond the reasonable control of either party, including natural disaster, civil unrest, or governmental restriction, the Company may, at its discretion, waive forfeiture of the Publishing Charge in respect of such Ride.
The Company’s liability in connection with cancellation or refunds shall be limited to the amount actually paid by the User for the transaction in question and shall not extend to any indirect or consequential loss.
Disputes arising under this Policy shall be resolved in accordance with the Dispute Resolution and Arbitration clause of the Terms and Conditions.
This Policy shall be governed by the laws of India, and courts at Vizianagaram, Andhra Pradesh shall have exclusive jurisdiction.
The Company may amend this Policy at any time by publication on the Platform.
By using the Platform, the User confirms unconditional acceptance of this Policy.