This Refund & Cancellation Policy ("Policy") governs all commission refunds and cancellations processed through the CabChalak platform ("Platform"). This Policy forms an integral part of the Terms of Service.
IMPORTANT: This Policy applies ONLY to commissions paid through the Platform. Trip fares are settled directly between Drivers/Agents and Customers outside CabChalak and are not covered by this Policy.
1. SCOPE & APPLICABILITY
This Policy applies to all Users (Agents, Drivers, Travel Companies) for:
- Commission payments made from Drivers to Agents via Razorpay
- Cancellations of bookings posted/accepted on the Platform
- Refunds processed through CabChalak's integrated payment system
Trip fares, customer payments, and disputes unrelated to commissions are outside CabChalak's scope and must be resolved directly between parties.
2. CANCELLATION TIMELINE & REFUND RULES
Refunds are determined based on the timing of cancellation relative to the scheduled pickup time, as recorded on the Platform.
Cancellation Refund Chart
| Cancellation Timing | Refund Percentage | Platform Fee | Notes |
|---|---|---|---|
| Before Pickup (Driver cancels or Agent withdraws) | 100% | Refunded | Full commission returned to Driver |
| After Pickup, Before Trip Completion | 50% | Retained | Partial refund to Driver |
| After Trip Completion | 0% | Retained | No refund - trip fulfilled |
| Agent Cancels Before Driver Acceptance | 100% | None charged | No commission payment made |
Key Rules:
- All timings based on Platform records (timestamps)
- "Pickup" = when Driver marks "started" or reaches pickup location
- "Trip Completion" = when Driver marks trip as completed
3. COMMISSION REFUND PROCESS
3.1. Eligible Refunds
CabChalak processes refunds for commissions only under these conditions:
a) Driver Cancellation Before Pickup:
- Full commission (100%) refunded to Driver's original payment method
- Platform fee fully refunded
- Processed automatically within Platform rules
b) Agent Withdrawal Before Driver Acceptance:
- No commission charged
- No Platform fee applied
- Booking removed from Driver visibility
c) Post-Pickup Cancellation (Partial Refund):
- 50% of commission refunded to Driver
- 50% retained by Agent (partial service rendered)
- Platform fee retained by CabChalak
3.2. Non-Refundable Items
No refunds for:
- Completed trips (Driver fulfilled service)
- Platform service fees on successful transactions
- Trip fare disputes (outside Platform scope)
- Cancellations due to Driver no-show after pickup
- Chargebacks or payment gateway disputes
4. REFUND PROCESSING TIMELINE
| Refund Type | Processing Time | Credit to Account |
|---|---|---|
| Pre-Pickup (100%) | 5-7 business days | Original payment method |
| Partial (50%) | 7-10 business days | Original payment method |
| Disputes (after review) | 10-15 business days | As per resolution |
Factors affecting processing: Razorpay settlement cycles (T+2 to T+7 days), bank processing times, weekends and public holidays excluded.
5. DISPUTE RESOLUTION PROCESS
5.1. Dispute Categories
- Technical Glitches – Payment processed but booking not created
- Timing Disputes – Disagreement on pickup/trip completion time
- Fraud Claims – Fake bookings or commission manipulation
- Payment Errors – Double charges or wrong amounts
5.2. Dispute Process
- Raise Dispute: Via in-app support or email within 48 hours of incident
- Evidence Required: Screenshots, timestamps, booking IDs
- Review Period: 5-7 business days
- Decision: Final and binding for Platform purposes
- Resolution: Refund, release to Agent, or no action
Trip fare disputes referred directly between Driver/Agent.
6. NON-REFUNDABLE CIRCUMSTANCES
CabChalak will not process refunds for:
- Completed Services: Driver reached destination and marked trip complete
- No-Show Drivers: Driver accepted but failed to show up after pickup
- Fake Bookings: Detected fraud or manipulation
- Chargeback Abuse: Repeated unauthorized disputes
- Regulatory Holds: Funds frozen per legal/payment partner requirements
- Trip Fare Issues: Customer non-payment, fare disputes (outside scope)
7. PROCESSING FEES & DEDUCTIONS
Platform Fee (2-5%): Non-refundable on successful transactions. Payment Gateway Charges may be deducted from refunds per Razorpay policy. Dispute Review Fee: ₹50 + GST for frivolous disputes (at CabChalak discretion).
8. FORCE MAJEURE
CabChalak is not liable for delays or failures in refund processing due to payment gateway downtime, bank holidays, regulatory restrictions, network failures, government actions, natural disasters, or Razorpay settlement delays.
9. FRAUD PREVENTION & HOLDS
CabChalak may hold commissions (up to 30 days) for investigation if suspicious booking patterns, multiple cancellations, chargeback risk, or fraud alerts are detected. Funds released after verification to appropriate party.
10. USER RESPONSIBILITIES
Users must verify booking details before acceptance/payment, mark accurate pickup/trip completion times, raise disputes within 48 hours, provide evidence, and not engage in refund abuse or fake cancellations. Violations may lead to suspension/blacklisting.
11. CONTACT FOR REFUND QUERIES
Refund & Dispute Support
CabChalak unit (SHARMA TOUR & TRAVEL)
Email: support@cabchalak.in
Include Booking ID(s), Transaction ID(s), Timestamp, Screenshots/evidence, Bank statement (if applicable). Response Time: 24-48 hours acknowledgment, 5-7 days resolution.
12. AMENDMENTS
CabChalak may update this Policy. Changes posted on Platform. Continued use = acceptance.
13. ACCEPTANCE
By using CabChalak, you acknowledge this Policy governs commission refunds only, accept timeline-based refund rules as shown in Cancellation Chart, agree that trip fares are outside Platform scope, and confirm understanding of processing timelines and dispute process.