Bhrosa Cab Term & Conditions / Refund Policy

Introduction

This Refund Policy ("Policy") sets forth the terms and conditions under which Bhrosa Cab ("Company", "we", "our", or "us") will process and approve refund requests from Customers and Drivers who use the Bhrosa Cab mobile application and related services ("Platform").

This Policy is to be read in conjunction with the Terms of Service and Privacy Policy of Bhrosa Cab. By using our services, you acknowledge and agree to the terms of this Policy.

1. Definitions

For the purposes of this Policy:

• "Customer" means a registered user of the Platform who books and/or pays for a transportation service.
• "Driver" means a registered user of the Platform who provides transportation services through the Bhrosa Cab app.
• "Ride" means a transportation booking initiated through the Bhrosa Cab app.
• "Top-Up" means a prepaid fee paid by Drivers to access unlimited ride requests for a fixed time duration.
• "Service Failure" means a proven instance where the ride service was not delivered as per booking confirmation.

2. General Principles

• Refunds will only be issued in accordance with this Policy and applicable laws of India.
• All refund requests are subject to verification and approval by the Company.
• The Company reserves the right to deny a refund request if sufficient proof or valid reason is not provided.
• All decisions made by the Company regarding refunds shall be final and binding.

3. Refund Eligibility for Customers

Refundable Scenarios:

• Driver No-Show - The driver did not arrive at the pickup location and the ride was cancelled by the Customer.
• Driver Cancellation - The assigned driver cancelled the ride without providing a valid reason.
• Duplicate Payment - The Customer was charged more than once for the same ride.
• Overcharging Due to System Error - The fare charged exceeded the displayed fare estimate due to a technical fault.
• Service Not Rendered - The trip was marked as completed but was not actually provided.
• Technical Failure - Payment was deducted from the Customer's account but booking confirmation failed due to a system error.

Non-Refundable Scenarios:

• Ride cancelled by the Customer after the driver has reached the pickup location.
• Delays in service due to traffic, weather conditions, roadblocks, or any factor beyond the Company's control.
• Dissatisfaction with the driver or ride experience after the trip is completed, except in proven cases of service failure.

4. Refund Eligibility for Drivers

Refundable Scenarios:

• Wrong Commission Deduction - Commission charged for a ride that was cancelled or did not occur.
• Technical Payment Errors - Payment gateway errors causing incorrect deductions.
• Wrongful Top-Up Deduction - A Top-Up amount was deducted without activation of ride request services.

Top-Up Charges and Validity:

5. Refund Process

Initiating a Request

All refund requests must be submitted via official Bhrosa Cab support channels:

• 📧 Email: support@bhrosacab.com
• 📞 Phone: +917039000037
• 🕒 Support Hours: 24×7

Information Required:

• Ride ID or Transaction ID
• Date and time of transaction
• Reason for refund request
• Proof of payment or supporting documents (e.g., screenshots, receipts)

Processing Time:

Upon verification, approved refunds will be credited within 7–10 business days to the original payment method.

6. Company's Rights

The Company reserves the right to:

• Verify all claims before processing refunds.
• Reject any refund request deemed fraudulent, abusive, or in violation of Bhrosa Cab's Terms of Service.
• Make the final determination in all refund-related matters.

7. Amendments to Policy

• This Policy may be updated from time to time without prior notice.
• The latest version will always be available on the Bhrosa Cab app and website.

8. Governing Law & Jurisdiction

• This Policy shall be governed by the laws of India.
• Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.