This Refund and Cancellation Policy (“Policy”) governs the terms under which subscribers of the ride-sharing platform operated by Aharati Technologies LLP, a Limited Liability Partnership registered under the Limited Liability Partnership Act, 2008, and having its registered office at 1207/343, 1207/1/343/1, 9TH MAIN, 7TH SECTOR, HSR LAYOUT, Bangalore South, Bangalore, 560102, Karnataka, India (“Company” or “We”), may seek cancellation of rides or subscriptions and claim refunds. This Policy forms an integral part of the Terms of Service and shall be read harmoniously therewith.

1. Ride Cancellation Policy

1.1 Free Cancellation Window
Subscribers may cancel a scheduled ride without incurring any cancellation fee, provided such cancellation is effected within thirty (30) minutes of booking the ride.

1.2 Subscription-Based Waiver
Subscribers shall be entitled to two (2) free ride cancellations per calendar month, or in the alternative, free cancellations for up to twenty (20) completed trips per month, whichever is earlier. Beyond such threshold, a reduced cancellation fee, equivalent to 100% of the applicable standard cancellation charge, shall be levied.

1.3 Late Cancellations
Where a cancellation is effected after the driver has commenced travel towards the pickup location, the user shall be liable to pay a cancellation fee, which is reasonable and commensurate with the driver’s incurred costs and time. The Company reserves the right to determine such fee on a case-by-case basis.

2. Subscription Cancellation

2.1 User-Initiated Subscription Cancellation

  • Process: A subscriber may cancel their subscription at any time through the Rider Mobile Application or by contacting the official customer support helpline.
  • Prorated Refunds: Where a subscriber cancels a subscription plan prior to the expiration of its term (e.g., monthly, quarterly), the Company may issue a prorated refund for the unused duration, subject to deduction of a twenty-five percent (25%) administrative fee.
  • Early Termination Charges: If a subscriber cancels a subscription before completion of the minimum lock-in period (where applicable), an early termination charge may be levied, details of which shall be disclosed at the time of subscription.

2.2 Auto-Renewal Clause
All subscription plans shall, by default, be subject to automatic renewal on expiry. Subscribers may opt out of such renewal by disabling the auto-renew feature at least forty-eight (48) hours prior to the renewal date. No refund shall be applicable once the renewal is successfully processed.

3. Refund Eligibility

3.1 Service Deficiencies
Refunds or compensatory ride credits shall be considered in instances where the user is adversely affected due to errors attributable to the platform, including but not limited to:

  • Driver no-shows
  • App glitches or booking failures resulting in monetary deduction
  • Misconduct by platform personnel substantiated after investigation

The Company’s liability shall be limited to the amount paid for the affected ride, unless otherwise mandated by applicable law.

4. Refund Process

4.1 Refund Methodology
Approved refunds shall be credited only to the original payment instrument (e.g., UPI, debit card, credit card, wallet), within seven (7) to ten (10) business days from the date of approval. Alternatively, at the user’s discretion, such amount may be provided in the form of platform credits, which may be redeemed against future rides.

4.2 Filing a Refund Request
Users are required to initiate a refund request by filing a complaint within seven (7) calendar days from the date of the relevant ride or transaction. Any delay beyond such period may result in denial of the refund request.

5. Special Cases

5.1 Platform-Initiated Termination
No refunds shall be issued where a user’s subscription is terminated by the Company due to breach of platform policies, including but not limited to fraud, abusive conduct, payment reversals, or malicious activity.

5.2 Expedited Resolution & Credits
Subscribers shall be entitled to priority support and resolution timelines. Where a complaint is verified in favour of the subscriber, automatic ride credits may be issued without necessitating a formal claim process.

5.3 Disputes & Investigations
In the event of a payment dispute or suspected policy abuse, the Company reserves the right to suspend the concerned user account temporarily, pending a thorough investigation. Refunds, if any, shall be processed post resolution and as per the outcome thereof.

6. Communication & Changes to Policy

6.1 Amendments to Policy
The Company reserves the right to amend, modify, or update this Policy at its sole discretion. Any material changes shall be notified to users via registered email address and/or mobile app notification, at least seven (7) days prior to implementation.

6.2 Customer Support & Grievances
For refund-related concerns or disputes, users may contact the Grievance Redressal Officer or reach out via:

  • Email: support@picupme.in
  • In-App Chat: Available through the Ride App (24×7)

7. Governing Law and Jurisdiction

This Policy shall be governed and construed in accordance with the laws of India, and any disputes arising hereunder shall be subject to the exclusive jurisdiction of competent courts in Bangalore, Karnataka.

Issued by: Aharati Technologies LLP
For legal queries, contact: legal@picupme.in