Refund & Cancellation Policy
Fair, Transparent Cancellation Rules & Timelines — Driv A Long Private Limited
1. CANCELLATION BY THE CUSTOMER
1.1 You may cancel a confirmed Booking at any time prior to completion of the Service, through the Application or by written intimation to info@drivalong.com.
- (a) Free Cancellation: No Cancellation Fee if you cancel within 2 (two) minutes of a Driver Partner being allotted.
- (b) Post-Allotment Cancellation: A Cancellation Fee equal to a fixed minimum charge, as displayed on the Application at the time of cancellation, if you cancel after 2 (two) minutes of allotment but before the Driver Partner arrives.
- (c) Driver Arrived & Waited: If the Driver Partner has already arrived at the pickup location and waited for more than 10 (ten) minutes, the full estimated Fare then applicable may be charged as a Cancellation Fee.
1.3 Driver Delay Protection: Notwithstanding Clause 1.2, if the Driver Partner is delayed by more than 10 (ten) minutes beyond the scheduled pickup time, you shall NOT be charged any Cancellation Fee for cancelling that Booking.
1.4 You will be notified of the applicable Cancellation Fee before you confirm a cancellation. The Cancellation Fee shall be exclusive of applicable taxes and shall be payable at the time of, or adjusted against, your next Booking.
1.5 No-show: If you or an authorised passenger fail to report at the pickup point within 30 (thirty) minutes of the scheduled time without prior intimation, the Booking will be treated as a no-show and the full estimated Fare shall stand forfeited as a Cancellation Fee.
2. CANCELLATION BY DRIV A LONG
3. METER START POLICY
A Driver Partner will wait no more than 15 (fifteen) minutes from the requested trip-start time before starting the trip timer for billing purposes.
4. REFUND REQUESTS
4.1 If you believe an amount has been incorrectly debited or charged, please write to info@drivalong.com with details of the transaction and the basis of your refund request.
4.2 Where Driv A Long determines that a refund request is valid, it shall make reasonable efforts to process the refund to the original mode of payment, or, if that is not possible, to such other mode as may be agreed with you.
4.3 Driv A Long shall use reasonable efforts to respond to refund requests promptly, but shall not be responsible for delays caused by third parties (such as banks or payment gateway providers) or by a Force Majeure Event, and bears no liability for the processing time taken by such third parties.
5. INDICATIVE REFUND TIMELINES
Once approved, refunds are typically credited to the original payment method within the following indicative timelines, subject to the policies of the relevant bank or payment processor:
| Payment Method | Typical Processing Timeline |
|---|---|
| UPI | 1 – 2 business days |
| Debit / Credit Cards | 5 – 7 business days |
| Net Banking | 5 – 7 business days |
| Other Supported Wallets | 5 – 7 business days |
6. CHARGEBACKS
6.1 You may have the right to initiate a chargeback in accordance with the terms of your card scheme or bank. A chargeback request is processed by your card issuer or bank, and not by Driv A Long; Driv A Long bears no liability for the processing of chargeback requests.
6.2 Driv A Long reserves the right to review your Account and transaction history in connection with a chargeback request to assess potential fraud, and may suspend or terminate your Account with immediate effect if fraudulent activity is reasonably suspected.
7. NON-REFUNDABLE AMOUNTS
Save as set out in this Policy, amounts paid towards a completed Service are final and non-refundable. Cancellation Fees validly charged in accordance with Clause 1 are non-refundable.
8. AMENDMENTS
Driv A Long may amend this Policy from time to time by posting the updated version on the Site. The revised Policy shall apply prospectively to Bookings made after the date of such update.