Refund & Cancellation Policy
Last updated: February 21, 2026
1. Cancellation by Customer
You may cancel a booking at any time through our website or by contacting us at +91 74162 61788. Cancellation charges may apply depending on when you cancel:
| When You Cancel | Cancellation Charge |
|---|---|
| More than 1 hour before pickup time | No charge (Free cancellation) |
| 30 minutes to 1 hour before pickup time | ₹50 cancellation fee |
| Less than 30 minutes before pickup time | ₹100 cancellation fee |
| After driver has arrived at pickup location | ₹150 cancellation fee |
| After trip has started | Fare for distance covered + ₹100 |
2. Cancellation by HCD
We may cancel a booking in the following circumstances:
- Driver unavailability due to unforeseen circumstances.
- Severe weather conditions or natural disasters making travel unsafe.
- Customer provided incorrect or incomplete booking information.
- Customer is unreachable at the scheduled pickup time after reasonable attempts.
- Vehicle is found to be in unsafe or non-roadworthy condition.
In case of cancellation by HCD, no cancellation charges will be applied to the customer. If any advance payment was made, it will be fully refunded.
3. Driver Wait Time
- The driver will wait for a maximum of 15 minutes from the scheduled pickup time.
- If the customer is not present after 15 minutes, the driver may start the trip timer or leave.
- A waiting charge of ₹50 per additional 15-minute block may apply after the initial 15-minute grace period.
4. Refund Policy
a) When Refunds Apply
- Booking cancelled by HCD due to driver unavailability — full refund.
- Overcharge or billing error — difference amount refunded.
- Service not rendered as booked (e.g., driver no-show) — full refund.
- Duplicate payment — duplicate amount refunded.
b) How to Request a Refund
To request a refund, contact us within 7 days of the booking date with:
- Your booking reference number.
- Reason for the refund request.
- Any supporting evidence (screenshots, receipts, etc.).
Send your refund request to info@hyderabadcitydrivers.com or call us at +91 74162 61788.
c) Refund Processing Time
| Payment Method | Refund Timeline |
|---|---|
| UPI (GPay, PhonePe, Paytm) | 1–3 business days |
| Debit / Credit Card | 5–7 business days |
| Net Banking | 5–7 business days |
| Cash Payment | Adjusted in next booking or bank transfer |
5. Non-Refundable Situations
- Customer no-show at pickup location without prior cancellation.
- Customer cancels after the trip has started (fare for distance covered applies).
- Complaints raised after 7 days of the booking date.
- Toll charges, parking fees, and interstate permits already incurred.
- Extra charges due to route changes requested by the customer during the trip.
6. Disputes & Complaints
If you are unsatisfied with a refund decision, you may escalate the matter by emailing us at info@hyderabadcitydrivers.com with the subject "Refund Dispute — [Booking Ref]". We will review and respond within 5 business days.
7. Changes to This Policy
We reserve the right to modify this Refund & Cancellation Policy at any time. Updated policies will be posted on this page with the revised date.
8. Contact Us
For refund or cancellation inquiries:
- 📞 Phone: +91 74162 61788
- 📧 Email: info@hyderabadcitydrivers.com
- 🌐 Website: hyderabadcitydrivers.com