1. Overview
iDriveExpress operates on a service-per-trip model. This policy outlines when refunds apply, how to request them, and expected timelines.
2. Cancellation Fees
For Hourly and Daily bookings:
- More than 30 minutes before pickup: ✅ Free cancellation, 100% refund
- 15 to 30 minutes before pickup: Cancellation fee of ₹100
- Less than 15 minutes before pickup: Cancellation fee of ₹200
- No-show: ₹200 charged (customer did not appear at pickup within 15 min of driver arrival)
For Monthly plans:
- 15-day advance notice required for termination
- Prorated refund based on unused days
- No cancellation fee if written notice submitted within grace period
3. When You Get a Full Refund (100%)
- Driver no-show: Driver did not arrive at the pickup location.
- Vehicle-driver mismatch: Assigned driver failed to reach the pickup location on time and no alternative was arranged within 20 minutes.
- Cancellation by iDriveExpress: If we cancel due to unforeseen circumstances.
- Payment error: Duplicate charges or amounts debited without a corresponding booking.
- Safety incidents: Verified misconduct by the driver leading to trip termination.
4. Non-Refundable Situations
- Customer cancellations within 15 minutes of pickup (cancellation fee applies)
- No-shows by the customer
- Toll fees, parking fees, or fuel already consumed during the trip
- Trips completed as booked (no service failure)
- Dissatisfaction with driving style if the trip was completed safely and per the booking terms
5. How to Request a Refund
- Via app: Open the trip → Report Issue → Request Refund. Attach photos/videos if applicable.
- Via WhatsApp: +91 72181 45173 — include booking ID and details.
- Via email: info@idriveexpress.com with booking ID and reason.
6. Timeline
Once a refund is approved:
- UPI: Instant to 24 hours
- Credit/Debit card: 5 to 7 working days (per card issuer)
- Net banking: 3 to 5 working days
- Refunds are credited to the original payment method.
- You will receive an SMS/email confirmation once the refund is initiated.
7. Disputes and Escalation
If your refund request is denied and you disagree, you may escalate to our Grievance Officer:
- Email: info@idriveexpress.com
- We respond within 30 days of receipt.
- For unresolved consumer disputes, you may approach the National Consumer Helpline (1915) or the Consumer Disputes Redressal Commission in your district.
8. Chargebacks
Initiating a chargeback through your bank without first contacting our support team may result in temporary account suspension. Please give us a chance to resolve issues directly — we're usually faster than the bank.
9. Contact
Any questions about refunds? Reach us: