In short
- Free cancellation until a driver is assigned.
- City trips: free until 60 minutes before pickup.
- Outstation trips: free until 24 hours before pickup.
- No charge to you if the driver or Guro cancels.
1.Cancellations by You
You can cancel any booking from the app or by contacting support. The fee depends on how close to the pickup time you cancel and whether a driver has already been assigned or set out.
| When you cancel | City trips (Hourly / Half Day / Full Day) | Outstation trips |
|---|---|---|
| Before a driver is assigned | Free | Free |
| More than 60 minutes before pickup | Free | — |
| More than 24 hours before pickup | — | Free |
| Within 60 minutes of pickup | ₹99 | — |
| Within 24 hours of pickup | — | ₹299 |
| After the driver has arrived | ₹149 (one hour) | One day's fare |
2.Customer No-Show
If the driver reaches your pickup location and cannot reach you for 30 minutes, the booking may be marked as a no-show and charged as a cancellation after the driver has arrived.
3.Cancellations by the Driver or Guro
- If an assigned driver cancels, we will try to assign a replacement driver straight away.
- If no replacement is available, the booking is cancelled at no cost to you and any advance is refunded in full.
- We may cancel a booking for safety reasons, suspected fraud, or if the vehicle is unsafe or lacks valid documents such as insurance or RC. If the cause is the vehicle's condition or documents, a cancellation fee may apply.
4.Changing a Booking
You can change the pickup time or address free of charge before a driver is assigned. After assignment, changes depend on the driver's availability; if the change cannot be accommodated, you may cancel under the fees above or we will try to assign another driver.
5.Fee Waivers
We may waive cancellation fees for genuine emergencies, at our discretion. Contact support with your booking ID to request a waiver.
6.Corporate Bookings
Cancellation terms for corporate and dedicated-driver plans are set out in the corporate agreement and take precedence over this policy where they differ.
7.Contact & Grievance Officer
For questions, requests or complaints about this policy, contact our Grievance Officer. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.
- Grievance Officer, Guro (operated by ZentrixSys)
- Email: info@zentrixsys.com
- Phone: +91 9566556397
- Address: Covai Tech Park, Kalapatty, Coimbatore-641014, Tamil Nadu, India