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Cancellation & Refund Policy

Clear, fair, and transparent rules for riders and pilots. Here’s how cancellations and refunds work on ZyoroRyde.

Effective: September 11, 2025
Policy

Cancellation & Refund Policy

Red Bike Taxi Service Pvt. Ltd., 266 Gitanagar, Guwahati, Assam – 781024

Transparent charges No refund after completion Fair to riders & pilots

Overview

Pilots are independent contractors and may accept or decline trip requests. If you’re unavailable, please go Offline in the app to maintain service quality and platform integrity. ZyoroRyde may investigate and act on policy breaches, including restricting or suspending access.

Tip: If you can’t take trips for a while, switch Offline to avoid accidental penalties.

Cancellation Policy

Cancellations should be minimal and based on legitimate reasons (safety, emergencies, or genuine constraints). System-determined cancellation fees may apply depending on timing and trip status.

Unacceptable Cancellation Behaviours

  • Cancelling/refusing a trip based on the rider’s destination.
  • Cancelling/refusing due to dynamic pricing (e.g., surge).
  • Any discriminatory or unlawful reason under applicable regulations.
  • Refusing service animals (e.g., guide dogs) for persons with disabilities.
  • Pressuring riders to cancel after a ride is accepted.
  • Systematic or repeated cancellations without valid cause.

Examples of Violations

  • Calling the rider pre-pickup to ask the destination, then cancelling because of it.
  • Obstructive behaviour at pickup to force the rider to cancel.
  • Repeated last-minute cancellations without legitimate reason.

Refund Policy

Completed trips are non-refundable. Once a ride is finished, no refund applies.

For cancelled trips, the system determines if a cancellation charge applies in line with platform and aggregator rules.

Cancellation Scenarios

  1. Cancellation by Rider (Customer)
    • If the rider cancels after the pilot has started towards pickup, a cancellation fee may apply.
    • If the rider cancels well in advance, a fee may not apply.
  2. Cancellation by Pilot (Driver)
    • Cancelling without a valid reason after accepting a ride may lead to penalties.
    • No charge for genuine safety issues, emergencies, or unforeseen legitimate circumstances.
  3. System-Determined Cancellations
    • For system errors/technical disruptions or aggregator-enforced cancellations, charges may be applied or waived based on automated assessment.

Final Decision & Enforcement

ZyoroRyde may make the final determination on cancellation/refund matters based on data logs, user reports, and platform guidelines. Repeated misuse or manipulation of the cancellation system may result in suspension or permanent removal.

Contact

  • Email: support@zyororyde.com
  • Address: 266 Gitanagar, Guwahati, Assam – 781024
  • Phones: +91 6026131262 (All) · +91 7638889118 (Pilots) · +91 9365217065 (Customers)