1. When a refund is due
A refund is due where our Cancellation Policy provides for one: a cancellation by you within the applicable window, a cancellation by the driver, a confirmed driver no-show, a cancellation by the Company, or a dispute we resolve in your favour.
2. How the amount is calculated
The refundable amount is calculated by our system from the Cancellation Policy and the price recorded on your booking. The exact amount is shown to you before you confirm a cancellation. Refund amounts are not negotiable at the roadside and are not decided by the driver.
3. How you are refunded
Refunds are made to the original payment method through our payment gateway. We cannot refund to a different card, account or UPI ID.
Once we send a refund it is out of our hands: how long it takes to appear depends on your bank or payment provider. We do not promise a date on which money will reach your account.
4. Failed and partial refunds
Where a refund fails at the gateway or the bank, it is retried. Where only part of a booking is refundable, for example a journey partly travelled, a partial refund is made and shown as such in the app.
5. Time limits
Raise a refund request as soon as possible and in any event within 7 days of the scheduled journey. Payment gateways will not generally process a refund on a transaction older than 120 days, and we cannot refund what the gateway will not process.
6. Chargebacks
If you raise a chargeback with your bank instead of contacting us, your account may be restricted while the chargeback is investigated. We would rather resolve it directly and usually faster.
7. Contact
For anything about a refund, raise a dispute from the booking in the app or write to our grievance contact on the Contact page.