1. Overview
This policy applies to payments made to Drive Ease through the Platform. It should be read with our
Cancellation Policy and Terms & Conditions.
Refunds are processed according to the cancellation rules of Drive Ease.
2. What you pay, and how
- Trip fare: at present, the trip fare is paid in cash directly to the Driver at the end of the trip. No online payment is taken in advance for the fare, so there is nothing to refund before the trip happens.
- Online payments: amounts payable online, such as a cancellation charge added to your account, are paid through a third-party payment gateway (currently PayU) by UPI, card or net banking.
3. When you are eligible for a refund
A refund (or an equivalent credit, where stated) is available in these cases:
- Duplicate payment: you were charged more than once for the same amount.
- Failed transaction: the money was debited from your account but the payment was not confirmed on the Platform. In many cases the gateway or bank reverses this automatically; if it does not, contact us.
- Charge applied in error or waived: a cancellation charge you already paid is later waived or found to be wrongly applied.
- Driver unavailable or service not provided: if no driver could be assigned, or the booking was cancelled by the Driver or by us, you are not charged for the booking. Any amount you paid online for that booking will be refunded.
4. Refunds for cancelled bookings
- Cancelled before a driver is assigned: no cancellation charge applies.
- Cancelled by you after a driver is assigned: a flat cancellation charge of ₹100 applies. This charge is not refundable when it has been correctly applied, because it compensates the Driver who was assigned to your trip.
- Cancelled by the Driver after assignment: you are not charged. An equivalent credit may be applied to your account, which is adjusted against future amounts payable on your account.
- After the trip has started or been completed: the booking can no longer be cancelled in the app, and no refund is given for a completed trip. If you have an issue with a completed trip, contact support and we will review it.
5. Non-refundable items
- A correctly applied cancellation charge (see section 4).
- The fare of a completed trip, including cash already paid to the Driver.
- Tolls, parking, fuel and other third-party costs paid at actuals during a trip.
- Payments made on the basis of incorrect or misleading information, or misuse of the Platform.
6. How to request a refund
- Contact support by email or phone (details below).
- Share your registered mobile number, the trip ID (if any), the payment date and amount, and the transaction/reference number shown by your bank or the payment gateway. A screenshot of the debit message helps.
- We will check the transaction with the payment gateway and let you know the outcome. If your request is approved, we will start the refund.
7. Processing time and refund destination
Approved refunds are returned to the original payment method used for the payment (the same UPI ID, card or bank account).
Refunds may take 5–7 working days to reach you after they are initiated, depending on your bank or payment provider.
We do not issue refunds in cash.
8. Questions and complaints
If you disagree with a refund decision, reply to our response with additional details and your case will be reviewed again.
For further dispute handling see the Terms & Conditions.
9. Contact us
Effective date: 9 October 2026