Cancellation & Refund Policy

How to cancel

Tell us you want to cancel: in writing by email, over WhatsApp, or on a call, whichever is easiest for you. If you write in, mention your booking reference and the pick-up date so we can find the right trip straight away; if you call, keep those two details ready as well.

The moment we receive it, we log the cancellation against your booking and confirm it back to you with a cancellation reference of its own, separate from the booking reference you started with. Keep that reference. It is what we ask for if you later write to us about the charge applied or the refund due.

The time that decides which charge applies, if any, is the time we actually receive your cancellation, not the time you decided to cancel and not the time the trip was originally due to start. Write to us at 11 pm the night before a 6 am pick-up and that is a cancellation with well under 24 hours' notice, whatever time you began composing the message. The clock always runs backwards from your pick-up time to the moment your cancellation reached us, never forward from when the trip would otherwise have happened.

Cancellation charges

This schedule applies to every booking we take, whatever the vehicle class or the kind of trip. It has two thresholds, 48 hours and 24 hours before pick-up, and the charge steps up once each is crossed. The reasoning is operational rather than arbitrary: the closer to pick-up you cancel, the less time we have to recover the vehicle and the driver for other work, and the schedule below reflects that directly.

Every cancellation charge in this policy corresponds to a cost we actually bear: inside 48 hours a vehicle is already blocked and turned away from other business, and inside 24 hours a driver has been rostered against it. In accordance with Rule 4(3) of the Consumer Protection (E-Commerce) Rules, 2020, we do not impose a cancellation charge on you unless we bear a similar charge ourselves.

Why 48 hours is the line

Inside 48 hours, a vehicle blocked for your trip is already being turned away from other enquiries for that date, or offered to somebody else only with a note that it may still be needed for you. Cancel before that line and the vehicle returns to open availability with enough notice to be booked elsewhere; cancel after it and that window has usually already closed.

Why the charge steps up inside 24 hours

By the time pick-up is less than 24 hours away, a driver has typically been assigned to your trip specifically and briefed on the pick-up point, the time and the destination, on top of the vehicle already being blocked. That is a second commitment stacked on the first, made close enough to pick-up that neither can usually be undone in time, which is why the charge in that narrower window is higher than in the 24-to-48-hour band before it.

The charge is calculated on the amount for the booking you are cancelling, and on nothing else. It does not draw on any advance you have paid towards a different trip, and it is never higher than the schedule above states for the notice you actually gave.

No-show

A no-show is a specific situation, not a general description of a late cancellation. It means the vehicle reported at the confirmed pick-up point at the confirmed time, the driver waited there, and the trip did not go ahead because you were not present or did not use the vehicle.

No-show

The vehicle and driver reported as booked and waited at the agreed point. The trip did not happen because you were not there, could not be reached, or chose not to use the vehicle once it arrived.

Late cancellation

You told us before the vehicle was sent out, however close to pick-up that was. The charge that applies is read off the notice-period schedule above, based on when we received your message, not on whether the vehicle ever reached the pick-up point.

We do not treat the pick-up time itself as the cut-off. The driver waits a reasonable period at the agreed point and tries to reach you on the number you gave us before the trip is logged as unused, because plans genuinely do slip by a few minutes and we would rather confirm a no-show than assume one.

A confirmed no-show is treated exactly the same as a cancellation with less than 24 hours' notice: no refund, for the same reason. By the time the vehicle has actually reported, the vehicle has been held for you and the driver's day has been built around your trip, and neither can be redirected to other work in the time that is left.

If we cancel

We do not cancel a confirmed booking lightly, and we do not do it for convenience. The reasons are narrow: a genuine mechanical breakdown, a driver falling ill or becoming unavailable at short notice, a permit or paperwork issue that only surfaces close to the trip, or some other failure that is properly ours to own rather than yours.

If we cancel a confirmed booking for breakdown, driver unavailability, permit failure or any other reason within our control, we will first arrange a replacement vehicle of equal or higher class at no extra cost. If we cannot, we will refund you in full with no deduction of any kind, and we will not levy a cancellation charge in any circumstance.

Arranging a replacement means looking first at our own fleet and the operators we work with regularly, for a vehicle of the same class or better, available at your pick-up point at the time you need it. Where one is available, that is what goes out, at the fare and on the terms you already agreed. You pay nothing extra because the specific vehicle changed, and the driver confirms with you in the same way as for any other trip.

Where a like-for-like or better replacement genuinely cannot be arranged in time, the booking is treated as cancelled by us rather than by you, and "no deduction of any kind" means exactly what it says: not the cancellation charge set out earlier on this page, not a processing or handling fee, not any part of an advance you paid, and not a reduced amount on the reasoning that some preparation had already gone into your trip. The full amount comes back. None of the reasoning that justifies a charge on you for cancelling is available to us as a reason to hold back any part of your money when the cancellation is ours.

Refund method

Once a cancellation is confirmed and a refund is due, it is returned the way it arrived: to the account or UPI ID the original payment was made from, never to a different one nominated afterwards.

Refunds are made to the original payment instrument used for the transaction: the same bank account or UPI ID. We do not refund to a different account and we do not make cash refunds against a digital payment.

This is standard banking practice rather than a discretionary choice on our part. NEFT, IMPS and UPI reversals are built to return funds to their source, and routing a refund back the way it came is also the only way we can be reasonably certain the money reaches the person who actually paid, rather than a third-party account supplied after the trip was booked.

If the original account has since been closed, or the UPI ID has been deregistered, tell us as soon as you know. A transfer to a closed account is returned to us by the bank rather than lost, and we then arrange it again to a working account held in your own name once you confirm the details.

Refund timeline

A refund happens in three stages once you cancel: we review the cancellation and confirm the amount due against the schedule above, we release the transfer on our end, and your bank or UPI app then completes it on theirs. Each stage takes its own time, and knowing where a refund actually is helps more than watching the calendar.

A valid refund is processed within 7 to 10 working days from the date the cancellation is approved, counted from the day we approve the cancellation and confirm the amount due, not from the day you first wrote to us. Approval is usually quick where the notice period and the amount are clear from the booking itself; it can take a little longer where the trip involved a route change, an add-on, or a cancellation that is only partial.

Once released, NEFT, IMPS and UPI transfers are quick: they usually reach your account within a day or two of us sending them. A refund to a card is different. It has to pass back through your bank's own reversal cycle rather than landing directly, and that part of the journey is outside our control; it can take noticeably longer to show up on your statement even after we have released it on our end.

If the window above has passed and the refund still has not reached you, write to us with your cancellation reference before assuming something has gone wrong. In nearly every case a refund that looks late has already left us and is sitting in the transfer stage or the bank's own processing time, and we can tell you exactly where.

Force majeure

The charges on this page assume an ordinary change of plan: yours, or, where we are at fault, ours. They are not built for an event that neither of us caused and neither of us could reasonably have prevented: a landslide closing the only road in, a curfew, a transport strike, a flight grounded by weather at the other end of your trip.

Where a genuine force majeure event affects your trip, the 48-hour and 24-hour lines on this page are set aside, and our Force Majeure Policy at /legal/force-majeure applies instead. That page sets out what counts as a force majeure event, what does not, and how your money is handled when one occurs. It is deliberately not repeated here: the two policies are meant to be read together, not as two versions of the same list.

If you are ever unsure which of the two applies to your situation, tell us what happened. We will confirm which policy is being used and why before anything is charged or refunded against it, rather than leaving you to work it out from the wording alone.

Disputes

If you disagree with a cancellation charge, or a refund has not reached you the way this page describes, start by writing to us with your booking reference and, if you have it, your cancellation reference, and tell us what you believe is wrong. Most disagreements about a charge come down to which notice-period slab applied, and that is usually settled by checking the time we actually received your cancellation against your pick-up time.

Where that does not resolve it, our named Grievance Officer, the full escalation ladder, the timelines we work to, and the external forums open to you if you remain unsatisfied are all set out at /grievance-redressal. A cancellation or refund dispute does not go through a separate process of its own; it follows the same route as any other complaint.