Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy outlines the terms for canceling taxi bookings and obtaining refunds for services booked with TaxiGo in Indore, Ujjain, and Dewas. We strive to be fair to both customers and our driver partners.

2. Customer-Initiated Cancellations

2.1 Local Trips (Within City)

More than 2 hours before pickup:

• Free cancellation
• No charges applicable
• Full refund of advance (if paid)

Less than 2 hours before pickup:

• 20% cancellation charges on estimated fare
• Refund: 80% of advance paid

No-show (customer not available at pickup location):

• 50% charges on estimated fare
• Refund: 50% of advance paid

2.2 Outstation Trips

More than 4 hours before pickup:

• Free cancellation
• No charges applicable
• Full refund of advance paid

2-4 hours before pickup:

• 25% cancellation charges on total estimated fare
• Refund: 75% of advance paid

Less than 2 hours before pickup:

• 50% cancellation charges on total estimated fare
• Refund: 50% of advance paid

No-show or cancellation after driver arrival:

• 75% charges on total estimated fare
• Refund: 25% of advance paid

2.3 Multi-Day and Tour Packages

More than 7 days before trip start:

• Free cancellation
• Full refund minus Rs.500 processing fee

3-7 days before trip start:

• 30% cancellation charges
• Refund: 70% of total package amount

Less than 3 days before trip start:

• 50% cancellation charges
• Refund: 50% of total package amount

Cancellation after trip starts (mid-trip):

• No refund for unused days
• Charges apply for days/kilometers already traveled

2.4 Corporate Monthly Contracts

Corporate contract cancellations are subject to the terms specified in the signed agreement. Generally, 30 days' notice is required for contract termination. Pro-rata billing applies for partial months.

3. How to Cancel a Booking

To cancel a booking, you must:

1. Call us immediately: +91 96858 54455 or +91 99810 28602
2. Or WhatsApp: Send cancellation request to our WhatsApp number
3. Provide booking details: Name, phone number, booking date, pickup location
4. Receive confirmation: Wait for cancellation confirmation from our team

Important: Cancellation is confirmed only when you receive acknowledgment from our team. Time of cancellation is determined by when we receive and acknowledge your request.

4. TaxiGo-Initiated Cancellations

4.1 Vehicle Unavailability

If we cancel due to vehicle breakdown or unavailability:

• Full refund of advance payment
• No cancellation charges
• Attempt to arrange alternative vehicle if possible

4.2 Force Majeure Events

In case of cancellation due to natural disasters, riots, government restrictions, or other unforeseen events:

• Full refund of advance payment
• No cancellation charges
• Option to reschedule without penalty

4.3 Driver Safety Concerns

If driver refuses trip due to safety concerns (customer behavior, location safety):

• Full refund if cancellation is before trip start
• Charges apply if cancellation is after trip begins due to customer misconduct

5. Refund Process and Timeline

5.1 Refund Method

Refunds will be processed via:

• Bank Transfer (NEFT/IMPS): Primary refund method
• UPI: If original payment was via UPI
• Cash: Only for cash advance payments collected by driver

Note: Refunds cannot be processed to a different person's account. Refund will be made to the same account/UPI ID used for advance payment, or to bank account provided by booking person.

5.2 Refund Timeline

After cancellation confirmation:

• UPI/Online payments: 3-5 working days
• Bank transfer payments: 5-7 working days
• Cash refunds: 7-10 working days

Important: The timeline starts from the date of cancellation confirmation, not from the original booking or trip date.

5.3 Information Required for Refund

To process refund, provide:

• Booking details (name, phone, date)
• Payment proof (if available)
• Bank account details: Account holder name, account number, IFSC code
• Or UPI ID for UPI refunds

6. Partial Refunds and Adjustments

6.1 Route Change During Trip

If you change the destination or route after trip starts:

• Additional kilometers charged at per-km rate
• Shorter route: Refund for unused kilometers (if advance covered full distance)
• Balance payable or refundable after trip completion

6.2 Service Issues

If you face service issues (vehicle problem, driver behavior, cleanliness):

• Report immediately during trip or within 24 hours
• Partial refund or compensation considered case-by-case
• Investigation conducted based on driver's response

7. Non-Refundable Components

The following are non-refundable once incurred:

• Toll charges: If trip has started and tolls paid
• Parking charges: If already paid at destination
• Permit fees: For interstate trips (if permit obtained)
• Hotel charges: For multi-day packages where hotel was booked
• Driver allowance: For days where trip was partially completed

8. Modification vs Cancellation

8.1 Date/Time Change

More than 4 hours before pickup:

• Free rescheduling (subject to vehicle availability)
• No charges if rescheduled to within 7 days

Less than 4 hours before pickup:

• Subject to availability
• May incur Rs.200-500 rescheduling fee

8.2 Vehicle Type Change

Upgrade: Pay difference in fare
Downgrade: Refund difference (if change requested before trip)

9. Special Circumstances

9.1 Medical Emergencies

In case of genuine medical emergencies with supporting documents (hospital admission, doctor's note):

• Full refund consideration on case-by-case basis
• Option to reschedule without penalty

9.2 Flight/Train Delays

For airport/railway station pickups:

• Free rescheduling for flight/train delays (proof required)
• Driver will wait up to 60 minutes without additional charge
• Beyond 60 minutes: Waiting charges apply

9.3 Weather Conditions

In case of severe weather affecting travel safety:

• Free rescheduling or full refund option
• Decision based on safety assessment by our team

10. Disputed Charges

If you believe you were charged incorrectly:

1. Contact us within 48 hours of trip completion
2. Provide trip details and reason for dispute
3. We will investigate and respond within 3-5 working days
4. Refund/adjustment made if charge found incorrect

11. Refund Tracking

To check refund status:

• Call +91 96858 54455 or +91 99810 28602
• Provide booking details and refund reference number
• We'll provide current status and expected completion date

12. Contact for Cancellations & Refunds

For cancellations, refunds, or related queries:

Phone: +91 96858 54455, +91 99810 28602
WhatsApp: +91 96858 54455
Email: refunds@taxigo.in
Hours: 7 AM - 10 PM (All days)

13. Policy Changes

We reserve the right to modify this refund policy. Changes will be posted on our website. Bookings made before policy changes will follow the policy in effect at the time of booking.

14. Acceptance

By booking with TaxiGo, you agree to this Refund & Cancellation Policy. Please read carefully before making a booking.