REFUND & CANCELLATION POLICY

1. Cancellation by the Rider

Riders may cancel a booking through the Urban Ride app. The following cancellation charges apply:

• Cancelled within 2 minutes of booking: No charge (free cancellation).
• Cancelled between 2–5 minutes: A nominal cancellation fee of ₹10–₹20 may apply.
• Cancelled after driver has arrived: A cancellation fee equivalent to the minimum fare will be charged.

2. Cancellation by the Driver

If a driver cancels your ride after acceptance, no charge will be applied to the rider. A new driver will be automatically assigned. Repeated driver cancellations are flagged for quality review.

3. Refund Eligibility

Refunds may be issued in the following cases:

• Duplicate payment due to a technical error.
• Ride was not completed but full fare was charged.
• Incorrect fare charged due to app error.
• Payment debited but booking not confirmed.

4. Non-Refundable Situations

• Completed rides are non-refundable unless there is a verified billing error.
• Cancellation charges once applied are non-refundable.
• Promotional credits or cashback are non-refundable and non-transferable.

5. Refund Process

Approved refunds will be credited back to the original payment method within 5–7 business days. Razorpay-processed refunds may take additional 2–3 days depending on your bank.

6. How to Request a Refund

To raise a refund request:

• Open the Urban Ride app → Ride History → Select the ride → Report Issue.
• Or email us at urbanrideofficial75@gmail.com with your ride ID and payment details.
• Our team will respond within 48 business hours.

7. Disputes

For unresolved payment disputes, you may contact Razorpay's grievance cell or your bank's dispute resolution service. Urban Ride will cooperate fully in all such investigations.