1. Overview
At Zrido, we strive to provide a seamless ride experience. However, we understand that sometimes plans change. This policy outlines the terms for ride cancellations, refunds, and how we handle billing disputes.
2. Ride Cancellations
2.1 Rider-Initiated Cancellations
Riders may cancel a booked ride at any time before it begins. Cancellation charges depend on when the cancellation occurs:
- Before driver assignment: No cancellation charge
- Within 1 minute of driver acceptance: No cancellation charge
- After 1 minute but before driver arrives: A cancellation fee may apply to compensate the driver for fuel and time spent traveling to the pickup location
- After driver arrives (wait time): If the rider does not show up within 5 minutes, the ride may be cancelled by the driver, and a cancellation fee will apply
The exact cancellation fee amount is displayed in the app before the cancellation is confirmed.
2.2 Driver-Initiated Cancellations
Drivers may cancel a ride under certain circumstances:
- Rider is unreachable after 5 minutes at pickup
- Rider changes destination to an unsafe or restricted area
- Vehicle or driver safety is at risk
- Emergency situations
When a driver cancels, riders are not charged and are immediately re-matched with another available driver.
2.3 System Cancellations
Zrido may automatically cancel a ride if:
- No driver is available within a reasonable time
- Payment method fails to verify
- A safety concern is detected
System-cancelled rides are never charged to the rider.
3. Refund Policy
3.1 Automatic Refunds
Refunds are automatically processed in the following situations:
- Double charges: If you are charged twice for the same ride
- Cancelled rides charged in error: If you're charged for a ride that didn't happen
- System errors: If a technical glitch causes an incorrect fare
3.2 Requesting a Refund
If you believe you've been incorrectly charged, you can request a refund through:
- In-App Support: Go to Ride History → Select the ride → "Report Issue" → "Fare Dispute"
- Email: Send details to support@zrido.com
- Call: Contact our support team (available 24/7)
3.3 Refund Eligibility
Refunds may be approved for:
- Fare significantly higher than the estimate without justification
- Driver took a significantly longer route without explanation
- Ride was completed but charged as cancelled
- Service quality issues (driver misconduct, unsafe driving)
- Technical errors in fare calculation
3.4 Refund Processing
- Zrido Wallet: Refunds to wallet are processed instantly
- UPI: Refunds to UPI are processed within 24 hours
- Credit/Debit Cards: Refunds may take 5-7 business days to reflect in your statement
- Digital Wallets: Refunds are processed within 24-48 hours
- Cash Payments: Refunds for cash rides are credited to your Zrido Wallet
4. Fare Disputes
If you disagree with a fare charged for a completed ride:
- Submit a fare dispute within 7 days of the ride
- Our team will review the ride data including GPS route, distance, and time
- You will receive a response within 48 hours
- If the fare is found to be incorrect, a refund will be processed automatically
5. Wallet Credits
Promotional credits, referral bonuses, or goodwill credits added to your Zrido Wallet:
- Cannot be converted to cash
- Cannot be transferred to other users
- May have an expiration date (displayed in the app)
- Are applied automatically on your next ride
6. Special Cases
6.1 Toll Charges
If your route includes toll roads, toll charges are added to your fare. These charges are not eligible for refund unless charged in error.
6.2 Wait Time Charges
If a driver waits at a pickup or stop for more than the free wait time, waiting charges may apply. These are shown in the fare breakdown.
6.3 Lost Items
If you leave an item in a driver's vehicle, Zrido will help facilitate return. A pickup fee may be charged to cover the driver's travel. This fee is non-refundable.
7. Abuse Prevention
Zrido reserves the right to deny refunds or suspend accounts if we detect patterns of abuse, including:
- Frequent cancellations after driver arrival
- Repeated false fare disputes
- Exploitation of refund policies
- Fraudulent payment methods
8. Contact Us
For questions about cancellations or refunds:
Email: support@zrido.com
In-App: Help & Support → Refunds & Payments
Available: 24/7, 365 days a year