Fair and Transparent. ZyDO aims to provide a seamless experience. Our refund policy is designed to be fair to both our riders and driver partners.
1. Cancellation Policy
We understand that plans change. You can cancel a ride request directly from the app.
- Free Cancellation: You can cancel your request free of charge before a driver accepts it.
- Cancellation Fee: If you cancel a ride more than 3 minutes after a driver has accepted your request and is en route, a cancellation fee may apply (usually between ₹10 and ₹30 depending on the vehicle type) to compensate the driver for their time and fuel.
- Driver Cancellation: If a driver asks you to cancel or if the driver cancels the trip, you will not be charged a cancellation fee.
2. Eligibility for Refunds
You may be eligible for a partial or full refund (either to your original payment method or as ZyDO Wallet credits) in the following scenarios:
- Overcharging: The final fare was significantly higher than the estimate due to a system error or unauthorized detour by the driver.
- Failed Transactions: Your account was debited, but the transaction failed or the booking was not confirmed.
- Poor Service: Unprofessional driver behavior, vehicle breakdown during the trip, or serious safety issues.
- Promotional Errors: A valid promo code was applied but not reflected in the final fare.
3. Refund Process
If you believe you were incorrectly charged, please follow these steps:
- Report the Issue: Open the ZyDO app, navigate to your "Trip History", select the trip in question, and choose "Help". Submit your grievance within 48 hours of the trip.
- Investigation: Our team will review the trip details, GPS data, and driver feedback. This process typically takes 24-48 business hours.
- Resolution: If your refund is approved, it will be credited immediately to your ZyDO Wallet (for future rides) or initiated to your original payment method (which may take 5-7 business days to reflect in your bank account, depending on your bank).
4. Non-Refundable Circumstances
ZyDO cannot issue refunds in the following situations:
- No-Shows: If you requested a ride but were not at the pickup location when the driver arrived and waited the required grace period.
- Rider Errors: Entering the wrong destination and completing the trip, or requesting the wrong vehicle type.
- Cash Payments: If you chose to pay in cash and paid the driver more than the app-displayed amount, ZyDO cannot process a digital refund. Please collect the exact change before ending the trip.
5. Contact Us
If you have any questions about a charge on your account, please reach out to our support team:
- 📧 Support Email: istarlaakhil@gmail.com
- 📞 Phone: +91 8790195947