In short
- Full refund if we or the driver cancel, or no driver can be assigned.
- Raise trip disputes within 7 days of the trip.
- Refunds go back to your original payment method in 5–7 business days.
1.When You Are Eligible for a Refund
- We could not assign a driver for your booking — full refund of any amount paid.
- The driver or Guro cancelled the booking — full refund, including any advance.
- The driver arrived more than 60 minutes late without informing you, and you chose to cancel — full refund.
- You were charged more than the correct fare, for example due to wrong trip hours or a duplicate charge — the difference is refunded.
- You cancelled within the free cancellation window — full refund of any advance.
- You cancelled outside the free window — refund of the advance minus the cancellation fee in our Cancellation Policy.
2.When Refunds Do Not Apply
- Time already used on a trip that was started.
- Cancellation fees charged under the Cancellation Policy.
- Fuel, tolls, parking and other costs paid directly by you.
- Trips ended early at your request — the booked package minimum still applies.
- Requests made more than 7 days after the trip date.
3.How to Request a Refund
Raise a request from the trip in the app (Help → Report an issue), or contact support with your booking ID within 7 days of the trip. Include the reason and any supporting details. We review requests within 3 business days and may contact you or the driver for more information.
4.Refund Timelines
Timelines after we approve a refund depend on your bank or payment provider. We will share the refund reference so you can follow up with them if needed.
| Payment method | Refund to | Typical time after approval |
|---|---|---|
| UPI / net banking | Original bank account | 3–5 business days |
| Debit / credit card | Original card | 5–7 business days |
| Wallet | Original wallet | 1–3 business days |
| Cash | Bank account or UPI ID you provide | 5–7 business days |
| Corporate invoice | Credit note on next invoice | Next billing cycle |
5.Vehicle Damage & Driver Conduct
Complaints about vehicle damage or driver misconduct are handled separately from refunds. Report them as soon as possible, and within 24 hours of the trip, with photos where available. We will investigate with the driver and agency and keep you informed of the outcome.
6.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