Refunds & cancellations
This page explains what happens to your money when a trip is cancelled, a parcel is damaged or a fare looks wrong. It is written to be read before you book, not after something goes wrong.
1. At a glance
| Situation | What you pay |
|---|---|
| Cancel before a partner is assigned | Nothing |
| Cancel before the partner starts moving towards you | Nothing |
| Cancel after the partner has started moving | A cancellation fee, credited to the partner |
| Partner cancels, or no partner is found | Nothing |
| Partner does not arrive | Nothing, and the trip is reviewed |
| Fare charged above the confirmed fare | Difference refunded |
| Parcel lost or damaged in transit | Assessed against the declared value cap below |
The exact cancellation fee is always shown in the app before you confirm the cancellation. You are never charged a fee that was not displayed at that moment.
2. Customer cancellations
- Free window. You may cancel at no cost until the app shows that your partner has begun travelling towards the pickup.
- After movement starts. A fee applies, because the partner has already spent time and fuel. The fee is capped and is displayed before you confirm.
- Waiting time. If you keep a partner waiting at the pickup beyond the free minutes shown in the app, waiting charges apply and appear itemised on the receipt.
- Repeated cancellations. Frequent late cancellations may lead to temporary restrictions on the account.
- Goods trips. Once a vehicle has been loaded, a cancellation is treated as a completed trip for the distance already covered.
3. Partner cancellations
If your partner cancels, you pay nothing. We try to assign another partner immediately; if that is not possible, the booking ends with no charge and the cancellation is recorded on the partner's account. Partners with repeated cancellations are reviewed and may be removed from the platform.
4. No-shows
If a partner reaches the pickup and cannot find you after the waiting period, the trip may be closed as a customer no-show and a fee may apply. Tell your partner in the app or by call if you are delayed — a two-minute conversation usually prevents the charge entirely.
5. Fare disputes
Open the trip receipt and choose “Get help with this trip” within 30 days. We compare your fare with the confirmed quote, the route log and any tolls. Allowed additions are tolls, parking, waiting time and a route change you agreed to — each must appear itemised. Anything else is refunded to your original payment method.
6. Parcel and goods claims
Parcels and goods carry a declared value at booking. If you do not declare one, the standard cap applies.
| Service | Standard declared value cap | Documents needed |
|---|---|---|
| Parcel (two-wheeler) | Up to ₹5,000 per parcel | Itemised value proof, photos of packing |
| Goods (tempo / mini truck) | Up to ₹25,000 per trip | Invoice or valuation, loading photos |
Covered: loss in transit, damage caused during handling by the partner, and delivery to the wrong address caused by a platform or partner error.
Not covered: prohibited items, cash, jewellery, documents of title, live animals, perishables without agreed packaging, glass and ceramics packed without protection, pre-existing damage, and normal wear to outer packaging.
Claims must be raised within 48 hours of handover, with the trip ID and photos. We speak to the partner, review the trip log, and confirm an outcome in writing.
7. How to claim
- Open the trip in the app and tap Report an issue, or write to support@tripzok.com from your registered number.
- Include the trip ID, what went wrong, and any photos or receipts.
- We acknowledge within 48 hours and give you a reference number.
- We review with the partner and respond with an outcome, usually within 7 working days.
- If you disagree, escalate to the grievance officer.
8. Refund timelines
| Paid with | Refunded to | Typical time after approval |
|---|---|---|
| UPI | Same UPI ID | 3–5 working days |
| Card | Same card | 5–7 working days, depending on the bank |
| Tripzok wallet | Wallet | Immediate |
| Cash | Wallet credit, or bank transfer if you prefer | Immediate for wallet, 3–5 working days for bank |
Bank processing times are outside our control. If a refund has not arrived after the period above, send us the approval reference and we will chase it with the payment provider.
9. Card and UPI disputes
Please raise the issue with support first — most disputes are resolved faster through the trip record than through a bank. If you do file a chargeback, we respond with the trip log, the confirmed quote and the delivery evidence. Accounts with a reversed charge for a trip that was genuinely completed may be suspended until the balance is settled.