Refund Policy

1. Policy Overview

At Rideal Mobility Drive Pvt. Ltd., we are committed to providing fair and transparent refund policies that protect both our customers and service providers. This Refund Policy outlines the circumstances under which refunds are available and the process for requesting them.

This policy applies to all transactions processed through the Rideal Mobility platform, including ride bookings, subscription fees, and any additional charges incurred during service usage.

2. Refund Eligibility Criteria

2.1 Eligible Scenarios

Refunds may be granted in the following circumstances:

• Service Failure: When the booked service could not be completed due to technical issues on our platform
• Driver No-Show: When a confirmed driver fails to arrive within the specified time without valid reason
• Vehicle Breakdown: When the service cannot be completed due to vehicle mechanical failure
• Safety Concerns: When legitimate safety issues prevent service completion
• Overcharging: When incorrect charges are applied to your account
• System Errors: When duplicate charges or technical glitches result in incorrect billing

2.2 Ineligible Scenarios

Refunds will generally not be provided for:

• Change of mind or personal preferences
• Traffic delays or road closures beyond driver control
• Weather-related service delays
• User-initiated cancellations after the grace period
• Completed services where no issues were reported
• Third-party charges (tolls, parking fees)

2.3 Time Limitations

3. Ride Service Refunds

3.1 Full Refund Scenarios

Scenario	Refund Amount	Processing Time
System Error (Double Charge)	100% of duplicate amount	3-5 business days
Driver No-Show (Confirmed)	100% of paid amount	5-7 business days
Service Not Provided	100% of paid amount	5-7 business days
Safety Issue (Verified)	100% of paid amount	7-10 business days

3.2 Partial Refund Scenarios

• Service Interruption: Proportional refund based on completed portion of the ride
• Quality Issues: Partial refund determined case-by-case based on severity
• Route Deviation: Refund of excess charges due to unnecessary route extension

3.3 Surge Pricing Refunds

Surge pricing charges are generally non-refundable as they reflect real-time market conditions. However, refunds may be considered if:

• Surge pricing was incorrectly applied due to system error
• The surge rate was not properly displayed during booking
• Technical issues prevented you from seeing the surge notification

4. Cancellation Fees and Refunds

4.1 Cancellation Policy

Cancellation Time	Cancellation Fee	Refund Eligibility
Within 2 minutes of booking	No fee	Full refund
2-5 minutes after booking	₹25	Partial refund
After driver starts moving	₹50	Limited refund scenarios
Driver at pickup location	₹75	Exceptional circumstances only

4.2 Waiver of Cancellation Fees

Cancellation fees may be waived in the following situations:

• Driver fails to maintain reasonable ETA
• Vehicle does not match booking specifications
• Driver behavior raises safety concerns
• System technical issues prevent ride completion

4.3 Driver-Initiated Cancellations

When a driver cancels your ride:

• No cancellation fee is charged to you
• Any pre-authorization on your payment method is released
• You receive priority matching for your next booking

5. Refund Request Process

5.1 How to Request a Refund

1. In-App Request:
   • Go to "Ride History" in your app
   • Select the relevant trip
   • Choose "Report an Issue" or "Request Refund"
   • Provide detailed information about the problem
2. Customer Support:
   • Call our support team at +91 12345 67890
   • Email us at support@ridealmobility.com
   • Use the live chat feature in the app

5.2 Required Information

To process your refund request, please provide:

• Trip ID or booking reference number
• Date and time of the ride
• Detailed description of the issue
• Supporting evidence (photos, screenshots) if applicable
• Contact information for follow-up

5.3 Investigation Process

Once you submit a refund request:

1. We acknowledge receipt within 24 hours
2. Our team investigates the issue (1-3 business days)
3. We may contact you for additional information
4. A decision is made and communicated to you
5. If approved, the refund is processed

6. Processing Timeframes

6.1 Standard Processing Times

6.2 Factors Affecting Processing Time

• Complexity of the refund request
• Need for additional investigation
• Bank processing times (varies by institution)
• Public holidays and weekends
• Payment method used for original transaction

6.3 Expedited Processing

Priority processing may be available for:

• Safety-related incidents
• System errors causing financial hardship
• Emergency situations

7. Refunds by Payment Method

7.1 Credit/Debit Cards

• Refunds are processed to the original card used
• May take 5-7 business days to appear on statement
• If original card is expired/invalid, alternative arrangements made

7.2 Digital Wallets (UPI, PayTM, etc.)

• Fastest refund method (1-3 business days)
• Processed directly to the wallet account
• Instant notification when refund is complete

7.3 Cash Payments

• Refunded as app credits by default
• Credits can be used for future rides
• Alternative refund methods available upon request

7.4 Corporate Accounts

• Refunds processed according to corporate billing agreement
• May involve direct credit to corporate account
• Extended processing time for invoice adjustments

8. Exceptions and Limitations

8.1 Non-Refundable Items

• Convenience fees and service charges
• Third-party charges (tolls, parking)
• Promotional discounts (cannot be refunded separately)
• Membership or subscription fees (subject to separate terms)

8.2 Fraudulent Claims

8.3 Repeat Refund Requests

Accounts with excessive refund requests may be subject to:

• Enhanced verification requirements
• Extended processing times
• Account review and potential restrictions

8.4 Legal Limitations

Our refund policy is subject to applicable laws and regulations. In some cases, legal requirements may override our standard policy terms.

9. Dispute Resolution

9.1 Internal Appeals Process

If you disagree with a refund decision:

1. Submit an appeal within 14 days of the decision
2. Provide any additional evidence supporting your case
3. A senior team member will review your appeal
4. You will receive a final decision within 7 business days

9.2 External Resolution

If you remain unsatisfied after our internal appeals process:

• Consumer protection agencies
• Banking ombudsman (for payment-related disputes)
• Legal mediation services
• Small claims court (as a last resort)

9.3 Chargeback Protection

While you have the right to dispute charges with your bank or credit card company, we encourage you to contact us first as we can often resolve issues more quickly through our direct refund process.

10. Contact Information

For refund requests or questions about this policy, contact us: