Refund and Cancellation

Effective date: 25 Sept 2026

1. Rider cancellations

• Free window: you may cancel within [2] minutes of booking at no charge.
• Cancellation fee: cancelling after a Captain has been assigned and is on the way — beyond the free window, or after the Captain has travelled a set distance or time — may incur a fee of ₹[X], which is credited to the Captain to compensate their travel.
• Repeated cancellations may trigger a temporary booking cooldown.

2. Captain cancellations

A Captain who cancels without a valid reason — breakdown, safety concern, or an unreachable rider — after accepting may see a rating impact and, if it is repeated, an incentive or account review. Riders are never charged when a Captain cancels.

3. No-shows

If you are not reachable or present at the pickup point after the Captain has waited the in-app minimum — typically [5] minutes — and has tried to contact you, the Captain may cancel and a no-show fee may apply.

4. Fare refunds

Refunds are issued to your original payment method or your Luvitor Wallet for:

• duplicate charges;
• an incorrect fare calculation confirmed by investigation;
• a trip not completed because of a Captain-side issue;
• safety incidents validated by our support team.

Refund requests must be raised within [7] days of the trip through in-app Help.

5. Parcel refunds

Refunds for undelivered parcels, or damage attributable to the Captain's handling, are assessed case by case and capped at the value you declared at booking. Items shipped in breach of our prohibited-items rules are excluded.

6. Processing time

Approved refunds to card or UPI are processed within [5–7] business days, subject to your bank's timelines. Wallet refunds are instant.

7. When a refund does not apply

Fares for completed trips are not refundable except where a genuine service failure is established. A change of mind after the trip has finished is not grounds for a refund.

8. Raising a dispute

Open the trip in My Rides and choose Help, or write to [support@luvitor.com] with your Ride ID. If you are not satisfied with the outcome, escalate to the Grievance Officer listed on Contact Us.