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Effective Date: October 2, 2025
At Welzon Ride, we believe in fair and transparent refund policies that protect both riders and drivers. This policy outlines our refund and cancellation terms to ensure a clear understanding of your rights and responsibilities.
General Refund Rules
- Company/Driver Cancellation: Full refund or alternative credit will be provided if the ride is cancelled due to company or driver issues
- User Cancellation: Cancellation charges apply as per the terms outlined below
- Technical Issues: Full refund for app glitches or payment errors
Cancellation Charges Structure
- 0-2 Minutes: Free cancellation with no charges
- 2-5 Minutes: Minimal or no cancellation fee (₹5-10)
- After 5 Minutes: Standard cancellation charges apply (₹15-25 or 10% of fare)
- Driver Cancellation: No charges to user; compensation credit may be provided
- After Driver Arrival: Higher cancellation charges may apply
Free Cancellation Conditions
You can cancel your ride without charges if:
- Driver is more than 10 minutes late without valid reason
- Driver requests cancellation or doesn't respond
- Vehicle doesn't match the booked category
- App shows technical errors or wrong information
Refund Processing Timeline
- Instant Refunds: Wallet credits processed immediately
- Bank/Card Refunds: 7-10 business days for processing
- UPI Refunds: 1-3 business days typically
- Technical Issues: Resolved within 24-48 hours
- Payment Gateway Rules: External gateway terms may apply
Wallet Policy
- Wallet balance can be used for future rides and services
- Cashback and promotional credits remain in wallet only
- Wallet balance has no expiry date
- Cash redemption available only as per company policy
- Wallet transfers to other users not permitted
Special Circumstances
- Driver No-Show: Full refund plus compensation credit
- Vehicle Breakdown: Alternative ride arranged or full refund
- Weather/Traffic Issues: Case-by-case evaluation
- Route Deviations: Fare adjustment or partial refund
- Safety Concerns: Immediate refund and investigation
Refund Process Steps
- Contact Customer Support via app, email, or phone
- Provide trip details, screenshots, and relevant information
- Case review within 24-48 hours by our support team
- Refund processing within 7-10 business days after approval
- Email notification sent upon refund completion
Non-Refundable Situations
- Incorrect pickup/drop locations provided by user
- User not reachable via phone or incorrect contact details
- Complaints raised after ride completion without valid reason
- Fake, fraudulent, or malicious complaints
- Violation of platform terms and conditions
- Rides completed successfully as per booking
Promotional Credits & Offers
- Promotional credits and coupons are non-refundable
- Discount amounts cannot be refunded as cash
- Ownership bonuses remain in wallet only
- Special offer terms override standard refund policy
- Expired promotional credits cannot be reactivated
Grievance & Escalation Process
If you're not satisfied with the refund resolution:
Fair Usage Policy
To ensure fair usage and prevent misuse:
- Multiple false complaints may result in account suspension
- Excessive cancellations may attract penalties
- Pattern of fraudulent behavior will be investigated
- We reserve the right to refuse service for policy violations
Legal Framework
This refund policy is governed by Indian consumer protection laws and is subject to the jurisdiction of Surat, Gujarat courts. Any disputes will be resolved through appropriate legal channels.