Refund & Cancellation Policy

Effective date: 25 February 2026  |  Last updated: 18 September 2026

This policy explains how Asli One Global Private Limited (CIN U62011TN2026PTC190105, GSTIN 33ABFCA0187P1ZF; operating the Zride platform) handles ride cancellations, cancellation charges, refunds of money you have paid to Zride, and driver platform-fee questions. It is published under Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020 and forms part of our Terms of Service.

1. Ride cancellation by the passenger

The cancellation charge is the maximum permitted under the Motor Vehicle Aggregator Guidelines, 2020. It goes entirely to the driver; Zride takes no share. It is not charged where the driver is at fault (wrong vehicle, driver asked you to cancel, driver did not move towards pickup, driver asked for extra money, or a safety concern). Valid reasons can be selected on the cancellation screen; unresolved disputes go to our Grievance Officer (section 9).

2. Ride cancellation by the driver

• If a driver cancels after accepting a ride, the passenger pays nothing.
• The passenger is re-matched to another driver at no extra charge.
• A driver who cancels an accepted ride without a valid reason may be charged a penalty of up to 10% of the estimated fare (maximum ₹100), as the Guidelines permit, and repeated cancellations lead to temporary suspension from the Platform.

3. Zride wallet top-ups, failed payments and wrong debits

• Money you add to your Zride wallet is credited 1:1; there are no top-up bonuses, and the balance never expires while your account is open.
• If a top-up is debited from your bank but not credited to your wallet, it is reversed automatically by our RBI-authorised payment aggregator, normally within 2 working days. If it has not appeared after 2 working days, raise a ticket and we will trace it.
• If any online payment made through the app fails after your account is debited, the amount is refunded to the original payment method within the timelines in section 4.
• You may ask for your unused wallet balance to be refunded to your original payment method at any time before you delete your account. We initiate the refund within 3 working days of verifying the request.
• If Zride's platform fee was debited for a ride that did not take place, or the wrong amount was debited, tell us within 30 days and we will correct it within 7 working days.

4. Refund timelines

We initiate every approved refund within 3 working days. The time for the money to reach you then depends on your bank or payment method:

Refunds go back to the original payment method only; we cannot redirect a refund to a different account. In every case the refund reaches you within 10 working days of approval, failing which you may escalate under section 9. Fares paid directly to a driver are not held by Zride and cannot be refunded by Zride; a dispute about a fare is handled as a grievance under section 9, and where the driver has overcharged, Zride will work with the driver to return the excess.

5. Zride Parcel cancellation

• Cancelled before pickup: no charge.
• Cancelled after the driver has arrived at the pickup point: the cancellation charge in section 1 applies.
• Cancelled after the driver has collected the parcel: the parcel is returned to the sender, who pays the driver the return-journey fare directly (no platform fee on the return).
• If a parcel is lost or damaged in transit, report it within 24 hours. Zride will coordinate with the driver; liability is limited as set out in the Terms of Service (declared value up to ₹2,000).

6. Driver platform fee — cancellation, failed debits and refunds

• The daily platform fee (currently ₹20 per active day for autos, GST-inclusive) is charged only for a day on which the driver completed at least one ride. A fee already debited for a day worked is not refunded.
• If a daily fee is debited for a day on which you completed no ride, or during your free period, tell us within 30 days; we credit it back to your platform balance within 7 working days.
• A driver may cancel the recurring-payment mandate at any time from the Partner app or through their bank / UPI app. Cancellation takes effect from the next billing day; fees for days already worked remain payable.
• If an auto-debit fails, the driver has 7 days to update the payment method or top up the platform balance before ride requests pause. No refund of past payments.
• Unused platform balance is refunded to the driver's registered bank account or UPI ID on account closure, within 7 working days of verification, after deducting any fee outstanding.
• A GST tax invoice for every daily and per-ride platform fee is available in the Partner app.

7. What is not refundable

• Fares, peak surcharges, waiting charges and tips paid directly to the driver (Zride never holds these).
• Cancellation charges paid to a driver where the cancellation was without valid reason.
• Daily platform fees for days on which rides were completed.

8. How to request a refund

1. Open the Zride app → Help & Support → Refund request.
2. Select the ride, top-up or fee in question.
3. Enter a brief reason and submit. You receive a ticket number immediately.
4. We acknowledge every request within 48 hours and decide it within 7 working days; approved refunds follow section 4.
5. Alternatively, email support@zride.in or WhatsApp +91 81109 08008 with the ride / transaction ID and reason.

9. Disputes and escalation

If you disagree with a refund or cancellation-charge decision, escalate to our Grievance Officer (Asli One Global Private Limited, support@zride.in, +91 81109 08008; see Terms of Service § 16). Complaints are acknowledged within 48 hours and redressed within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require. If the matter remains unresolved you may approach the District Consumer Disputes Redressal Commission having jurisdiction, or the National Consumer Helpline (1915 / consumerhelpline.gov.in), under the Consumer Protection Act, 2019. Courts at Chennai and Kanchipuram, Tamil Nadu have jurisdiction, subject to that right.