Refund & Cancellation Policy

This Refund & Cancellation Policy explains when money paid on the ChandigarhRide platform (“Platform”) is refunded — including ChandigarhRide Wallet (“Wallet”) top-ups and ride payments — how ride cancellations work, and how long refunds take. It should be read together with our Terms & Conditions, in particular the sections on the ChandigarhRide Wallet and Cancellation Charges, and our Cancellation Policy.

All online payments on the Platform, including Wallet top-ups, are processed by our payment gateway partner, Razorpay. Refunds to your bank account, card or UPI are made through the same gateway.

A Wallet top-up will be refunded to your original payment method where:

• Money was debited from your bank/card/UPI but the amount was not credited to your Wallet (see Payment not credited).
• You were charged more than once for the same top-up (see Duplicate payments).
• The top-up was made without your authorization from your payment instrument, once verified by us.
• The top-up was made in error and the full amount is unused, provided you request a refund within 7 days of the top-up.
• Your account is closed with a remaining topped-up balance (see Unused wallet balance).

Once a top-up is successfully credited and partly or fully used for rides, the used amount is not refundable, other than through the ride refund rules below.

• The Wallet is a closed-loop balance meant for paying for rides on the Platform. Unused balance cannot be withdrawn or transferred to a bank account while your account is active.
• If you close your ChandigarhRide account, or we terminate it, any remaining topped-up balance will be refunded to the original payment method(s) used for the top-up, or to a verified bank account in your name if the original method is unavailable.
• Account-closure refunds are initiated within 5–7 business days after we verify your identity and settle any outstanding charges on the account.
• Promotional credits, cashback and referral rewards are not refundable, cannot be withdrawn and lapse when the account is closed or the credit expires.
• Balances linked to suspected fraud, unauthorized payments or chargebacks may be held until the investigation is complete.

To request closure and a balance refund, email chdride@gmail.com from your registered email, or contact us via the app, with your registered mobile number.

Occasionally a payment may succeed at your bank but the confirmation does not reach us immediately, so your Wallet is not credited. In this case:

• Our system automatically reconciles the payment with Razorpay. In most cases, the Wallet is credited within 24 hours.
• If the payment is confirmed as successful, the amount is credited to your Wallet. You can see it in your Wallet transaction history.
• If the payment cannot be confirmed or did not reach us, the amount is automatically refunded to your original payment method. Refunds are initiated within 5–7 business days.
• If your Wallet is still not credited after 24 hours and no refund has been initiated, contact us with the payment reference / UTR number and we will resolve it.

If you are charged more than once for the same Wallet top-up or ride, for example because of a network timeout or retried payment, the extra amount will be refunded in full to your original payment method. Duplicate payments detected by our reconciliation process are refunded automatically; you can also report one with both payment references. Refunds for confirmed duplicate payments are initiated within 5–7 business days of detection or of your report.

You can cancel for free before a Captain is assigned or within 2 minutes of assignment. A cancellation or no-show fee may apply after that. You are never charged when the Captain or ChandigarhRide cancels. Free cancellation cases, fee amounts, waiting time and how to dispute a fee are all covered in our Cancellation Policy.

You may be eligible for a full or partial refund of a ride fare where:

• You were charged for a ride that was cancelled by the Captain or by ChandigarhRide.
• You were charged but the ride never started.
• You were charged more than the fare shown in the app, without a route change or added stops that you requested.
• The Captain took a clearly longer route or ended the trip before reaching your destination.
• A cancellation fee was charged in error.
• A technical error on the Platform or with the payment gateway resulted in an incorrect charge.

Refunds for rides paid via Wallet are credited back to your Wallet. Refunds for rides paid online by other methods are made to the original payment method. Cash payments cannot be refunded in cash; approved refunds for cash rides are credited to your Wallet.

Refunds are generally not available where:

• The ride was completed as booked and the fare charged matches the completed trip.
• A valid cancellation fee applied under our Cancellation Policy.
• Wallet balance was used for completed rides or valid charges.
• The amount is promotional credit, cashback or a discount that has already been applied.
• The issue resulted from incorrect information you entered, such as a wrong pickup or drop location.
• The request is made more than 30 days after the transaction.

This list is illustrative, not exhaustive — we review each request on its facts rather than applying a blanket rule.

Raise a request from the app (Help → select the ride or Wallet transaction), or email chdride@gmail.com within 30 days of the transaction with:

• Your registered name and mobile number.
• The booking/ride ID, if the request relates to a ride.
• The payment reference, Razorpay payment ID or UPI/UTR number, if available.
• A short description of the issue, with screenshots if helpful.

We will acknowledge your request within 48 hours and share a decision within 7 business days. If the payment looks unauthorized or fraudulent rather than a billing mistake, please use our Report Fraud form so it’s sent to the right team.

• Refunds to your ChandigarhRide Wallet: credited within 24 hours of approval.
• Refunds to the original payment method (UPI, debit/credit card, net banking): initiated within 5–7 business days of approval.
• Failed top-ups / payments not credited: auto-refunded and initiated within 5–7 business days.

After we initiate a refund, it may take a few more business days for your bank or card issuer to show it in your account. UPI refunds are usually fastest. You can get the refund reference number from us to follow up with your bank.

• Refund assistance: chdride@gmail.com
• General support: chdride@gmail.com
• Email: chdride@gmail.com
• More ways to reach us: Contact Us