Cancellation and Refund Policy

Last Updated: December 18, 2024

At Pushpa, we strive to provide excellent service to all our users. This Refund Policy outlines the circumstances under which refunds may be issued for rides and other services booked through our platform.

1. Eligibility for Refunds

You may be eligible for a refund in the following situations:

1.1 Ride Cancellations

• Driver Cancellation: Full refund if the driver cancels after accepting your ride
• No Driver Found: Full refund if no driver accepts your ride within a reasonable time
• Early Rider Cancellation: Full refund if you cancel within 2 minutes of booking (before driver acceptance)
• Late Rider Cancellation: Partial refund or cancellation fee may apply if you cancel after driver acceptance

1.2 Service Issues

• Driver did not arrive at the pickup location
• Driver took an unreasonably longer route without justification
• Vehicle condition was significantly different from what was booked
• Driver behavior was unprofessional or unsafe
• Technical issues prevented ride completion

1.3 Overcharging

• You were charged more than the estimated fare without valid reason
• Duplicate charges for the same ride
• Incorrect fare calculation due to system error

1.4 Payment Errors

• Payment was deducted but ride was not confirmed
• Multiple charges for a single ride
• Charged for a ride that was never taken

2. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• You were not present at the pickup location when the driver arrived
• You cancelled after the driver arrived at the pickup location
• You provided incorrect pickup or drop-off location
• You changed your mind after the ride started
• Minor delays due to traffic or weather conditions
• You violated our Terms of Service during the ride
• Completed rides where service was provided as expected
• Promotional credits or discount codes (non-refundable)

3. Cancellation Fees

3.1 Rider Cancellation Fees

Cancellation fees may apply based on when you cancel:

• 0-2 minutes after booking: No fee
• 2-5 minutes after booking: ₹20 cancellation fee
• After driver acceptance: ₹30 cancellation fee
• After driver arrival: ₹50 cancellation fee or 50% of estimated fare (whichever is higher)

3.2 Driver Cancellation

If a driver cancels your ride, you will receive a full refund and no cancellation fee will be charged.

4. Refund Process

4.1 How to Request a Refund

To request a refund:

1. Open the Pushpa app
2. Go to "My Rides" or "Ride History"
3. Select the ride in question
4. Tap "Report Issue" or "Request Refund"
5. Select the reason for refund
6. Provide details and submit

Alternatively, you can contact our support team:

• Email: refunds@pushpa.com
• Phone: +91 98765 43210
• In-app chat support

4.2 Required Information

When requesting a refund, please provide:

• Ride ID or booking reference number
• Date and time of the ride
• Reason for refund request
• Supporting evidence (screenshots, photos, if applicable)
• Your registered phone number or email

4.3 Review Timeline

• Initial Review: Within 24-48 hours
• Decision: Within 3-5 business days
• Refund Processing: 5-7 business days after approval

5. Refund Methods

5.1 Original Payment Method

Refunds will be credited to your original payment method:

• Credit/Debit Card: 5-7 business days
• Digital Wallet: 2-3 business days
• UPI: 2-3 business days
• Net Banking: 5-7 business days

5.2 Pushpa Wallet

For faster processing, you may choose to receive your refund as Pushpa Wallet credit, which can be used for future rides. Wallet credits are processed instantly upon approval.

5.3 Cash Rides

For rides paid in cash, refunds will be credited to your Pushpa Wallet or bank account (as per your preference).

6. Partial Refunds

In some cases, partial refunds may be issued:

• Ride was partially completed before cancellation
• Minor service issues that didn't significantly impact the ride
• Fare adjustment due to route changes
• Promotional discount adjustments

7. Subscription and Membership Refunds

7.1 Subscription Plans

• Subscription fees are non-refundable once activated
• You can cancel your subscription anytime, but no refund will be provided for the remaining period
• Refunds may be considered if there was a technical error in charging

7.2 Membership Benefits

• Unused membership benefits are non-refundable
• Membership cannot be transferred to another user

8. Promotional Credits and Offers

• Promotional credits are non-refundable and non-transferable
• Expired promotional credits cannot be reinstated
• Promotional offers cannot be combined with refund requests
• Cashback offers are subject to their own terms and conditions

9. Dispute Resolution

9.1 If Your Refund Request is Denied

If your refund request is denied and you disagree with the decision:

1. Review the reason for denial provided
2. Gather additional evidence if available
3. Submit an appeal through the app or email
4. Our escalation team will review within 5-7 business days

9.2 Escalation Process

For unresolved disputes:

• Contact our senior support team at escalations@pushpa.com
• Provide all relevant details and previous communication
• Final decision will be communicated within 10 business days

10. Fraudulent Refund Requests

We take fraudulent refund requests seriously. If we determine that a refund request is fraudulent:

• The request will be denied
• Your account may be suspended or terminated
• Legal action may be taken
• You may be banned from using our services

11. Refund Tracking

You can track your refund status:

• In the app under "My Refunds" section
• Via email notifications
• By contacting customer support

12. Bank Processing Time

Please note that while we process refunds within 5-7 business days, your bank or payment provider may take additional time to credit the amount to your account. This is beyond our control.

13. International Transactions

For international payment methods:

• Refunds may take 10-15 business days
• Currency conversion charges are non-refundable
• Exchange rate fluctuations may affect the refunded amount

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website or app. Your continued use of our services after changes constitutes acceptance of the updated policy.

15. Contact Us

For refund-related queries or assistance:

• Email: refunds@pushpa.com
• Phone: +91 98765 43210 (Mon-Sat, 9 AM - 6 PM)
• In-App Support: Available 24/7
• Address: 123 Tech Park, Bangalore, India

16. Important Notes

We are committed to fair and transparent refund practices. If you have any questions about this Refund Policy, please don't hesitate to contact our support team.