Refund Policy

Scope Of This Policy

Zoyride is a marketplace that connects you with independent, verified transport operators. This policy covers amounts you pay through Zoyride for a booking — outstation trips, car rentals, airport transfers and corporate rides — and applies alongside our Terms of Service.

The trip itself is fulfilled by the operator named on your booking. Where a cancellation fee is charged, it is the operator's charge for a vehicle and driver already committed to you; Zoyride collects and passes it on.

Anything you pay the driver directly during the trip (such as tolls, parking or state permits collected on the road) is not processed by Zoyride and is not refundable through us.

Cancelling A Booking

You can cancel a confirmed booking any time before pickup from the Zoyride app or website: open the trip, choose Cancel, and you will see exactly what is refundable and what is deducted before you confirm.

Free cancellation window

Most bookings can be cancelled free of charge up to the cut-off shown at booking. Cancel within that window and the full amount you paid is refunded — no deduction of any kind.

After the free window

Closer to the pickup time the operator may charge a cancellation fee, because the vehicle and driver are already blocked for your trip. The fee that applies to your booking is shown before you confirm the booking and again before you confirm the cancellation, so you are never charged an amount you have not seen.

The balance after any applicable fee is refunded to you as described in "How Refunds Are Processed" below.

No-shows

If the vehicle reaches the pickup point at the booked time and you are not reachable there after the operator's standard waiting period, the booking may be treated as a late cancellation and the applicable fee retained.

Cancellations By The Operator Or Zoyride

If an operator cancels a confirmed trip, we will first try to arrange a comparable replacement vehicle at no extra cost to you. If no suitable alternative is arranged, or you choose not to accept it, you receive a full refund of everything you paid for that trip — no cancellation fee applies.

The same applies if Zoyride cancels a booking for operational, verification or safety reasons.

Changes To A Booking

Where a change is possible — for example a different pickup time, date or vehicle — we will apply it and adjust the fare. If the new fare is lower, the difference is refunded to you; if it is higher, the difference is payable before the change is confirmed.

If a change cannot be accommodated, the booking is treated as a cancellation under the windows above.

Trips That Do Not Go As Planned

If a trip could not start at all — the vehicle never arrived, or the vehicle or driver was materially different from what was booked — raise it with us and, once verified with the operator, you are eligible for a full refund.

If a trip was cut short or partly completed, we assess the refund with the operator based on what was actually delivered against what you booked, and refund the balance you are entitled to.

Service-quality complaints that do not stop the trip from happening (for example vehicle cleanliness or driver conduct) are investigated and may lead to a goodwill adjustment; they do not automatically qualify for a full refund.

What Is Not Refundable

• Charges for a trip that was completed as booked.
• The cancellation fee itself, where it applied under the windows above.
• Extra usage beyond the booked kilometres or hours, waiting charges, night charges and similar on-trip charges that were actually incurred.
• Tolls, parking, state permits and other statutory charges already paid on your behalf during the trip.
• Amounts paid to the driver or operator directly, outside Zoyride.
• Promotional credit, coupons or discounts applied to a booking — these are reversed to your Zoyride account rather than paid out in cash.

How Refunds Are Processed

Eligible refunds are returned to the original payment method — the same card, UPI ID, net-banking account or wallet you paid from. We cannot redirect a refund to a different account.

We initiate the refund as soon as the cancellation or claim is approved. After that the time it takes to appear depends on your bank or payment provider:

• UPI and wallets: usually 1 to 3 business days.
• Debit and credit cards: usually 5 to 7 business days.
• Net banking: usually 3 to 7 business days.

Amounts paid in cash to the driver are settled directly by the operator and are not refunded through Zoyride.

Corporate bookings made under a business account are refunded to that account as per the agreement with the organisation, not to the individual traveller.

How To Request A Refund

Open the trip in the Zoyride app or website and use Help on that booking, or write to us at the address below. Please include:

• your trip reference or booking ID
• the registered phone number or email on the account
• what happened, and the amount you are claiming

Please raise a refund request within 30 days of the trip date so that we can verify it with the operator and the payment provider while the records are current.

We acknowledge requests and, where a claim needs to be checked with the operator, aim to close it within 7 business days of receiving the details.

If A Refund Has Not Reached You

If an approved refund has not appeared after the timelines above, contact us with your trip reference and we will share the payment reference and follow up with the operator and the payment provider on your behalf.

Changes To This Policy

Zoyride may update this policy from time to time. The version shown here, with its last-updated date, is the one that applies to your booking. The cancellation window and fee displayed to you at the time of booking always govern that particular trip.

Contact Us

For any question about a cancellation or refund, please contact us at:

• Logic First Global Pvt. Ltd.
• 221, JMD Megapolis, Sec 48, Gurugram, 122018
• Email: hello@zoyride.com