Refund & Cancellation Policy

Effective date: [•] · Version: 1.0 (draft) · Part of the Terms of Service.

⚠️ Legal review required before publication, including against applicable consumer-protection law.

These rules are enforced automatically by the platform's payment system. All refunds are credited to your in-app wallet immediately upon processing.

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1. Quick reference

Situation	Customer receives	Platform/Rider
Rider rejects your pool seat request	100% refund	Seats released
Rider cancels an accepted booking (any service)	100% refund	Rider standing affected
Customer cancels a confirmed pre-paid booking (pool seat or rental)	80% refund	20% retained as cancellation fee
Customer cancels a standard ride before a rider accepts	No charge	—
Customer cancels a standard ride after acceptance	Cancellation fee per §3.2 may apply	Compensates the rider's travel
Service completed	No refund (service delivered)	Rider paid minus Rs 10 commission

2. Why advance payments and a 20% fee exist

Pool seats and rental hours are reserved capacity: when you book, the rider turns away other customers and plans around you. Advance payment is held in escrow — the rider cannot touch it until the service completes — and the 20% deduction on customer cancellation compensates the reserved capacity you released late. This is disclosed at booking time and again at the moment you confirm a cancellation.

3. Detailed rules

3.1 Pool

• Booking charges seats × per-seat price to your wallet and holds it in escrow.
• Until the rider accepts your seat request, you may withdraw it for a full refund.
• If the rider rejects, you are refunded in full automatically and the seats return to availability.
• After the rider accepts (seat confirmed), your cancellation refunds 80%; 20% is retained.
• If the rider cancels the pool ride or fails to show, you are refunded 100%.

3.2 Standard rides

• No payment is taken before completion, so "refund" normally does not apply.
• Cancelling before any rider accepts: free.
• Cancelling after a rider has accepted and is en route: a cancellation fee (20% of the estimated fare where a wallet hold exists, otherwise as displayed in-app) may be charged to compensate the rider.
• If the rider cancels, you are never charged.

3.3 Rental

• Booking charges the full rental amount (including the +20% same-day surcharge, if applicable) to escrow.
• Before the owner accepts: cancel for a full refund.
• After the owner accepts: your cancellation refunds 80%; 20% is retained.
• If the owner cancels or does not hand over the vehicle: 100% refund.
• No refund for unused hours after a rental has started, except as goodwill or where the vehicle proved unusable through no fault of yours — contact support.

4. Completed services

Once a ride, pool trip, or rental is marked complete, escrow is released to the rider (minus the Rs 10 platform commission) and the payment is final. If the service was materially not delivered as described (e.g. marked complete without being performed), report it within 48 hours — confirmed cases are re-credited in full and the rider is sanctioned.

5. Wallet top-ups and payouts

• Demo/promotional wallet credits are not redeemable for cash.
• Real-money top-ups (once a payment gateway is live) are refundable to the original payment method only where required by law or gateway policy; otherwise they remain as wallet balance.
• On verified account closure, remaining real-money balance is paid out within [•] business days, less amounts owed.

6. Disputes

Email driviodevdrivio@gmail.com with the ride ID (visible in Activity) within 7 days. Every money movement on Drivio has a ledger entry, and rides have status timestamps and chat records, which we use to resolve disputes. We aim to respond within 3 business days. Statutory consumer rights are unaffected.