Cancellation Policy

Plans change, and you can cancel a ChandigarhRide booking at any time from the ride screen in the app. When you cancel after a Captain has already set out to pick you up, they lose time and fuel and miss other ride requests, so a small cancellation fee may apply to compensate them for that.

This policy explains when cancelling is free, when a fee applies, and what to do if you think a fee was charged unfairly. It forms part of our Terms & Conditions and should be read with our Refund Policy. If a fee applies, the app always shows it before you confirm the cancellation.

You will not be charged a cancellation fee if you cancel:

• Before a Captain has been assigned to your ride.
• Within 2 minutes of a Captain being assigned.
• After the Captain is more than 5 minutes late compared with the pickup time first shown when they were assigned.
• Because the Captain is clearly not heading towards your pickup point, or the vehicle or Captain does not match the details shown in the app.
• Because the Captain asked you to cancel, asked for extra payment off the app, or refused to take you to your destination.
• Because of a technical problem on our side, such as a wrong pickup pin set by the app or a failed booking.

If any of these situations happened and you were still charged, the fee will be reversed once we review it. See Disputing a fee.

A cancellation fee may apply if:

• You cancel more than 2 minutes after a Captain is assigned, and the Captain is on their way and on time.
• You cancel after the Captain has arrived at your pickup point.
• The Captain cancels the ride as a rider no-show after waiting for you at the pickup point (see Waiting time & no-shows).

The cancellation fee and the no-show fee are capped at the following amounts for each ride type:

The fee you are charged may be lower than the maximum, depending on how far the Captain had travelled towards you. The exact amount is shown in the app before you confirm the cancellation, and on your ride receipt. Most of the fee goes to the Captain to compensate them for their time.

• Once your Captain arrives at the pickup point, you will get a notification. The first 3 minutes of waiting are free.
• If you keep the Captain waiting longer than that, a per-minute waiting charge, shown in the app, may be added to your fare.
• If you do not arrive or respond within 5 minutes of the Captain arriving, the Captain may cancel the ride as a rider no-show, and the cancellation fee for your ride type may apply.
• Before marking you as a no-show, the Captain is expected to try to reach you through the in-app call or chat.

To avoid waiting charges, please make sure your pickup pin is correct and be ready at the pickup point when your Captain is close.

• If your Captain cancels the ride, for any reason other than a valid rider no-show, you are never charged a cancellation fee.
• When a Captain cancels, the app automatically looks for another nearby Captain for you.
• Captains must not ask riders to cancel a ride on their behalf. If this happens, cancel the ride and report it from the app; you will not be charged.
• Captains who cancel rides too often, or who wrongly mark riders as no-shows, may face action including suspension from the Platform.

We may cancel a booking if we detect a safety risk, suspected fraud or misuse, a technical or payment failure, or if no Captain is available. You are not charged a cancellation fee when ChandigarhRide cancels a ride, and any amount already paid for that ride is refunded under our Refund Policy.

• If you pay with the ChandigarhRide Wallet, the fee is deducted from your Wallet balance.
• If your Wallet balance is not enough, or you pay by cash, the fee is added to the fare of your next ride.
• If you paid online for the ride in advance, the fee is deducted and the rest of the amount is refunded.
• Every cancellation fee is listed in your ride history with the reason it was charged.

If you believe you were charged a cancellation or no-show fee by mistake, go to the ride in your ride history, open Help, and choose “I was charged a cancellation fee”. You can also email chdride@gmail.com with your booking ID. Please raise disputes within 30 days of the ride.

We review the ride details, including the Captain’s location, arrival time and any in-app calls or chats. If the fee was not valid, it is reversed and credited to your Wallet within 24 hours of approval.

Cancelling occasionally is normal. However, if an account repeatedly books and cancels rides, or regularly fails to show up, it makes the service worse for Captains and other riders. In such cases we may temporarily limit bookings from that account, require prepayment, or, in serious cases, suspend it under our Terms & Conditions.

• Email: chdride@gmail.com
• In the app: Help → select your ride
• More ways to reach us: Contact Us