Refund & Cancellation Policy

Overview

Zrido is a technology platform that connects Riders with independent Driver Partners. Because Transportation Services are provided by independent Drivers (not by Kalmbyte), refund eligibility is governed by the circumstances of each trip.

Kalmbyte acts as an intermediary in processing refunds related to digital payments made through the Platform. Cash payments do not go through Kalmbyte and are not eligible for Platform-mediated refunds.

Rider Cancellations

You may cancel any confirmed ride booking at any time before the Driver arrives or during the trip. The following cancellation fee schedule applies:

Cancellation fees are paid directly to the Driver as compensation for their lost time and fuel costs. Kalmbyte does not retain cancellation fees.

Driver Cancellations

If a Driver cancels a confirmed ride after acceptance, the following applies:

• You will receive an automatic notification and the Platform will attempt to match you with the next available Driver.
• If the Driver cancels after you have been waiting for 5+ minutes, you will receive a service credit (Zrido Wallet credit) of ₹20–₹50 as a courtesy gesture, subject to verification.
• Repeated Driver cancellations on the same booking will be flagged and the Driver's account reviewed.
• No cancellation fee is charged to the Rider in this scenario.

Scheduled Ride Cancellations

For rides booked in advance ("scheduled rides"), the following rules apply:

If Zrido is unable to assign a Driver for your scheduled ride, you will be notified at least 10 minutes before pickup time, and no cancellation fee will be charged. Any advance payment will be fully refunded.

Fare Overcharges & Disputes

If you believe you were charged an incorrect or inflated fare, you must raise a dispute within 7 days of the trip by:

1. Opening the completed trip in your Zrido app.
2. Tapping "Help" → "Fare Issue" → "This fare seems incorrect".
3. Providing a brief description of the concern.

Kalmbyte's support team will review the trip's GPS route, fare calculation, and Driver App data. If a genuine overcharge is confirmed, a refund will be issued to your original payment method or Zrido Wallet within 5–7 business days.

Common fare disputes we investigate:

• Route deviation resulting in higher than expected fare.
• Incorrect surge multiplier applied.
• Toll or waiting charges not agreed upon.
• Duplicate charge for the same trip.
• Fare charged for a trip that was cancelled or not completed.

Eligible Refund Scenarios

Refunds (full or partial) are issued in the following verified scenarios:

• ✅ Trip charged but Driver cancelled mid-route without completing the ride.
• ✅ Duplicate payment or double charge for the same trip.
• ✅ Payment debited but booking not confirmed (technical failure).
• ✅ Overcharge verified by GPS/fare audit (partial refund for excess amount).
• ✅ Promo code discount not applied despite valid promo code.
• ✅ Wallet credit / cashback not reflected after eligible transaction.
• ✅ Driver did not show up for a scheduled ride after fare was prepaid.
• ✅ Safety-related cancellation (Rider felt unsafe after verification of complaint).

Non-Refundable Scenarios

Refunds will not be processed in the following circumstances:

• ❌ Rider cancelled outside the free cancellation window (cancellation fee is non-refundable).
• ❌ Trip completed as confirmed — no issues reported within the review window.
• ❌ Cash payments (not processed through Zrido's payment infrastructure).
• ❌ Disputes raised after 7 days of the transaction.
• ❌ Fare increase due to legitimate surge pricing that was disclosed before booking.
• ❌ Toll and government levies (these are pass-through charges).
• ❌ Rides completed on a third-party platform incorrectly reported as Zrido rides.
• ❌ Refund requests stemming from the Rider's own conduct (e.g., requesting a change of route mid-trip).

Refund Process & Timeline

Once a refund is approved by Zrido Support, the amount is processed as follows:

Actual credit timelines may vary depending on your bank or payment provider's processing cycle. Zrido is not responsible for delays caused by your bank or payment provider after the refund has been initiated from our end.

All approved refunds will be communicated via in-app notification and email with a refund reference number.

Promo Codes & Wallet Credits

• Promo code discounts are non-transferable and non-redeemable for cash.
• If a promo code fails to apply due to a Platform error, the discount will be credited to your Zrido Wallet within 48 hours upon raising a support request.
• Wallet credits have a validity period (shown in the app) and expire if unused within the validity window. Expired credits are non-refundable.
• Cashback promotions are credited to the Zrido Wallet within 24–72 hours of trip completion, subject to verification of eligibility.
• If your account is suspended or terminated due to policy violations, unused Wallet credits may be forfeited.

Dispute Escalation

If you are not satisfied with the outcome of a refund investigation:

1. Step 1 — Re-open with Support: Reply to the support ticket with additional evidence (screenshots, bank statement, etc.) within 7 days of the decision.
2. Step 2 — Escalate to Grievance Officer: Email grievance@zrido.com with your ticket number. A senior resolution specialist will review within 10 business days.
3. Step 3 — Consumer Forum: If unresolved, you may file a complaint with the National Consumer Helpline (1800-11-4000) or approach the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

Consumer Rights (India)

Zrido respects your rights as a consumer under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. These rights include:

• Right to be informed of all charges before booking confirmation.
• Right to a fair and transparent refund process.
• Right to escalate disputes to consumer forums.
• Right to receive a grievance response within the timelines prescribed by law.

Contact for Refund Issues

In-App

Open any trip → "Help" → "Fare / Payment Issue"

Email

support@zrido.com

Grievance Officer

grievance@zrido.com

Response SLA

24 hours (acknowledgement), 5–7 days (resolution)