CANCELLATION & REFUND POLICY

1. BOOKING CONFIRMATION

• 1.1.A booking is considered confirmed once payment (full or partial) is successfully received and a confirmation is shared via the DriveU app, SMS, or email.
• 1.2.Services are advance and scheduled bookings only and not on-demand.

2. CUSTOMER-INITIATED CANCELLATION

Customers may cancel a confirmed booking subject to the following timelines:

Notes:

• •Refunds are calculated on the amount paid to DriveU at the time of cancellation.
• •Any non-refundable convenience or platform fees (if applicable) will be clearly disclosed at booking.

3. OPERATOR / SERVICE-RELATED CANCELLATION

• 3.1.If a booking is cancelled due to reasons attributable to the service provider or vehicle unavailability:
  • 3.1.1.Customers will be entitled to:
    • •Full refund, or
    • •Free rescheduling, subject to availability
  • 3.1.2.In certain cases, DriveU may arrange an alternate vehicle at no additional cost.

4. DELAYS AT PICKUP

• 4.1.A grace period of up to 10 minutes may apply.
• 4.2.If the vehicle is delayed beyond:
  • 4.2.1.30 minutes: customer may choose free cancellation or an alternate vehicle
  • 4.2.2.45 minutes: booking will be treated as a service failure and a full refund will be processed

5. REFUND PROCESSING TIMELINES

• 5.1.Approved refunds will be initiated within 3 business days of cancellation confirmation.
• 5.2.The amount may take 5–7 business days to reflect in the original payment method, depending on the bank or payment gateway.

6. PARTIAL PAYMENTS / PAY-AT-PICKUP BOOKINGS

• 6.1.For bookings where only a partial amount is paid online:
  • 6.1.1.Refunds, if applicable, will be calculated only on the amount paid to DriveU
  • 6.1.2.Any amount payable directly to the driver/operator will not be processed by DriveU

7. AMENDMENTS & RESCHEDULING

• 7.1.Booking modifications or rescheduling requests are subject to:
  • 7.1.1.Availability
  • 7.1.2.Fare difference (if any)
  • 7.1.3.Time of request
• 7.2.Rescheduling close to pickup time may be treated as a cancellation.

8. EXCEPTIONAL CIRCUMSTANCES

DriveU may, at its discretion, offer refunds or credits in exceptional situations such as:

• 8.1.Medical emergencies
• 8.2.Natural calamities
• 8.3.Government-imposed travel restrictions

Supporting documentation may be requested.

9. HOW TO CANCEL A BOOKING

• 9.1.Cancellations can be made through:
  • 9.1.1.The DriveU mobile application, or
  • 9.1.2.DriveU customer support channels
• 9.2.The cancellation time recorded on the platform will be considered final.

10. GENERAL

• 10.1.DriveU acts as a booking and facilitation platform and does not provide transportation services directly.
• 10.2.Refunds are processed in accordance with this policy and applicable law.
• 10.3.DriveU reserves the right to modify this policy, with updates reflected on the app or website.