Cancellation and Refund Policy

Before the driver accepts

• A request holds no seat and nothing can be paid for it, so cancelling it costs nothing.
• If a booking was paid before the driver accepted it, the whole trip fare is refunded when you cancel. The service fee is kept.
• A driver can accept until 10 minutes before the ride leaves. A request not answered by then lapses.

A passenger cancels an accepted booking

• Possible until the ride leaves, and not after you have boarded.
• Not paid yet: nothing is owed.
• Already paid: 50% of the trip fare is refunded. The other half goes to the driver, who held the seat for you. The service fee is kept.
• Your seats go back to the ride and the driver is told.

A driver cancels a ride

• Possible until the ride leaves.
• Every passenger's booking is cancelled and they are told.
• Anything a passenger paid is refunded in full, the service fee included.

The service fee

• You cancel before the driver accepted: the service fee is retained.
• You cancel after the driver accepted: the service fee is retained.
• The driver cancels the ride: the service fee is refunded.
• The fee is charged once, on top of the trip fare. When it is retained it is simply not refunded; it is never also taken out of the fare that is refunded.

An example

A trip fare of ₹50 with a service fee of ₹5: you paid ₹55.

• You cancel before the driver accepted: ₹50 is refunded (the whole fare; the ₹5 fee is kept).
• You cancel after the driver accepted: ₹25 is refunded (50% of the fare; the ₹5 fee is kept).
• The driver cancels the ride: ₹55 is refunded (the fare and the fee).

Repeated cancellations by a driver

• Cancelling a ride that had at least one accepted booking is a qualifying cancellation. A ride nobody was accepted on does not count.
• The app warns the driver before they confirm, and adds a warning when the ride leaves within 30 minutes.
• After every third qualifying cancellation the driver cannot offer rides for 7 days. The suspension ends by itself; the driver can still travel as a passenger.

How refunds are processed

• A refund that is due is started by our servers as soon as the cancellation is recorded. You do not need to ask for it.
• It is sent to our payment partner and shows as pending until they confirm it. When they do, it shows as refunded and you are told in Notifications.
• If the payment partner cannot complete it, it shows as not completed and is tried again; nothing is reported as refunded before it is.
• The money goes back to the account the payment came from. When it reaches you after that depends on your bank.

Payment problems and disputes

If an amount looks wrong, or a refund has not arrived, send a request through Help & Support → Contact Support with the category "Payment or refund" and the ride it is about. A person reviews it and replies in the request.