Safewheels Solution Pvt Ltd – Fare Refund Policy

1. Purpose

This policy establishes clear guidelines for fare refunds in cases of cancellations, trip disputes, service failures, and other situations affecting passengers and drivers. It ensures fairness, transparency, and operational efficiency for all parties involved.

2. Applicability

This policy applies to all passengers and drivers using the Safewheels platform for bike, auto, and cab services within India.

3. Fare Refund for Passengers

3.1. Cancellation by Passenger

  • Cancellation within 5 minutes: Full refund of fare (excluding convenience fee).
  • Cancellation after 5 minutes but before driver arrival: 25% fee or fixed amount (whichever is higher).
  • Cancellation after driver arrival: 50% fee or fixed amount (whichever is higher).
  • Exceptional/emergency cases may be reviewed upon request to customer support.

3.2. Service Failure (Non-Arrival of Driver)>

  • Driver fails to arrive within 15 minutes: Full refund.
  • Ride canceled due to system error or driver allocation failure: Full refund.

3.3. Incorrect Fare Calculation

  • Overcharges due to errors will be refunded after investigation.
  • Route deviations or misconduct can result in partial/full refund after review.

3.4. Refund Process

  • Requests via app or customer service.
  • Refunds credited to original payment method.
  • Processed within 5–7 working days after approval.

4. Fare Refund for Drivers

4.1. Cancellation by Passenger (Before Trip Start)

  • Cancellation before driver arrives: 25% fare or fixed amount to driver.
  • Cancellation after driver arrives: 50% fare or fixed amount to driver.

4.2. Trip Cancellation by Safewheels

  • Compensation equal to base fare for driver if trip is canceled due to technical/system error.
  • Repeated technical issues will be investigated.

4.3. Service Failure (Passenger No-Show)

  • Passenger no-show after 10 minutes: Mark as no-show; cancellation fee applies to passenger.
  • Loss of earnings compensated with minimum fare.

4.4. Incorrect Driver Earnings Calculation

  • System errors will be investigated and reimbursements issued if needed.

4.5. Refund Process for Drivers

  • Requests via driver portal or customer support.
  • Processed within 7–10 working days after approval.

5. General Terms and Conditions

  • Refunds based on available data including timestamps, logs, and trip details.
  • Requests may be denied if found fraudulent or misleading.
  • Policy may be updated by Safewheels at any time with notice via app or official channels.