Cancellation & Refund Policy

This Cancellation & Refund Policy ("Policy") explains how cancellations are handled and how refunds are calculated and processed on The Ride Sharing. It is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Indian Contract Act, 1872, and the IT Act, 2000. By booking a Ride, you agree to the rules below. This Policy is an integral part of the Terms & Conditions and is to be read together with the Privacy Policy.

• Contribution / Ride Fare: The cost-sharing amount payable by a Passenger to the Driver towards direct trip costs (fuel, tolls, parking, wear-and-tear). Calculated per seat. Not a commercial fare.
• Service Fee: The platform facilitation fee charged by Swenid for booking, payment processing, support, and verification.
• GST: Goods and Services Tax and other statutory levies as applicable.
• Scheduled Departure: The Ride departure time shown in the booking confirmation.
• Total Booking Amount: Contribution + Service Fee + GST charged at booking.

The refund of the Contribution is calculated based on the time of cancellation relative to Scheduled Departure:

• Cancellations are effective once confirmed in the app.
• The percentage above applies to the Contribution only. GST on the refunded portion of the Contribution is reversed in accordance with applicable tax law.
• Cancellation fees are a genuine pre-estimate of loss and are charged as liquidated damages under Section 74 of the Indian Contract Act, 1872.

• If a Driver cancels a confirmed Ride at any time, or fails to arrive within a reasonable grace period at the agreed pickup point, the Passenger receives a 100% refund of the Total Booking Amount — the Contribution, the Service Fee, and the GST on the Service Fee.
• Repeated Driver cancellations or no-shows may result in suspension or termination of the Driver's Account under Section 22 of the Terms.

Where the Company cancels a Ride for operational, safety, regulatory, or fraud-prevention reasons, or where a Ride cannot be completed due to a verified technical failure attributable to the Platform, the Passenger receives a 100% refund of the Total Booking Amount. The Driver may be compensated separately as per the published Driver guidelines.

Where a Ride is cancelled due to events beyond reasonable control — natural disasters, civil disturbance, government action, public-health restrictions, road closures, severe weather, etc. — refunds will be processed equitably:

• Passenger receives a 100% refund of the Contribution.
• The Service Fee may, at the Company's discretion, be refunded or credited to the Passenger's wallet for use on a future booking.

If a Ride is terminated after commencement (post-OTP verification) for reasons attributable to the Driver (mechanical breakdown, behaviour breach, safety failure), the Passenger may be eligible for a partial refund proportionate to the unused portion of the Ride, determined by the Company on review of trip data and any complaint filed.

• Eligible refunds are credited to the original payment instrument used at booking. We do not process refunds to a different instrument.
• Refunds are processed through our Payment Aggregator.
• Indicative timeline:
  • Refund initiated by the Company: within 2 working days of approval.
  • Credit to the original instrument: typically 5–10 working days, subject to bank / card / UPI / wallet processing timelines.
• For UPI and most credit/debit cards, refunds usually appear within 5–7 working days. For some net-banking and prepaid instruments, banks may take up to 10 working days.

• Failed transactions (where the booking did not confirm but the amount was debited) are reversed by our payment processor or the issuing bank in line with RBI's Turn-Around-Time (TAT) framework. If the auto-reversal does not happen within 5 working days, contact the Grievance Officer with the transaction reference.
• Chargebacks are processed in accordance with the rules of the card network and the issuing bank. Frivolous chargebacks may result in account action.
• Unauthorised transactions are governed by RBI's Customer Protection — Limiting Liability of Customers in Unauthorised Electronic Banking Transactions framework.

• Refund requests obtained through false statements, fabricated complaints, or repeated abusive cancellations may be denied.
• Repeat abuse may result in suspension or termination of the Account, forfeiture of pending settlements, and reporting to law-enforcement authorities where appropriate.
• The Company reserves the right to verify a refund claim before processing, including by reviewing trip data, location logs, in-app messages, and communications with support.

• GST on the refunded portion of the Contribution is reversed and credited along with the refund.
• GST on the Service Fee is reversed only when the Service Fee itself is refunded (i.e., where the Driver or the Company is at fault, or in approved force majeure cases).
• Tax invoices and credit notes are issued in accordance with the Central Goods and Services Tax Act, 2017 and rules thereunder.

1. Step 1 — In-app: Open the Ride > Help > "Request Refund / Raise Issue". You will receive a ticket number.
2. Step 2 — Email: If unresolved, write to info@swenid.com with your ticket number.
3. Step 3 — Grievance Officer: If still unresolved within 5 working days, escalate to the Grievance Officer (Section 14).
4. Step 4 — External: If you remain unsatisfied, you may approach the National Consumer Helpline (1915 / consumerhelpline.gov.in), the relevant Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the Grievance Appellate Committee under Rule 3A of the IT Rules 2021 at gac.gov.in.

The Company retains refund-related records (transaction IDs, communications, decisions) for 8 years from the end of the relevant financial year as required under tax law and DPDP Act compliance, and for the period necessary to defend any dispute.

The Company may update this Policy from time to time. Material changes will be posted on the Platform with a new "Last Updated" date and, where practicable, notified by in-app notice or email at least 7 days before they take effect. Continued use after the effective date constitutes acceptance.

This Policy is governed by the laws of India. Subject to the dispute-resolution mechanism set out in Section 23 of the Terms & Conditions, the courts at Himatnagar, District Sabarkantha, Gujarat have exclusive jurisdiction.