Cancellation & Refund Policy

01The short version

The detail below governs in case of any conflict with this summary. This policy forms part of our Terms of Service.

02How to cancel

Cancel through whichever is fastest for you:

• In the app — Bookings → select the trip → Cancel booking.
• Phone — +91 99006 10570, available 24×7.
• WhatsApp — +91 99006 10570, quoting your booking reference.
• Email — connect@olyezy.com.

03Cancellation charges

Charges are a percentage of the advance you have paid. If you have paid nothing, no charge arises for a first cancellation — though repeated late cancellations may lead to suspension under our Terms.

Outstation, one-way and round trips

Airport transfers and local trips

Shorter lead times mean a tighter window:

04No-shows

A no-show is when the vehicle reaches the pickup point at the confirmed time, waits through the free waiting period, and you cannot be reached on your registered number.

• Free waiting: 45 minutes for airport pickups, 30 minutes for everything else.
• After the free period, waiting charges apply at the published per-hour rate while the driver continues to wait.
• A confirmed no-show is treated as a cancellation after dispatch: the advance is retained in full.

Running late? Call us. A delay we know about is almost always manageable; silence is what creates a no-show.

05If we cancel your trip

Wherever we can, we will first offer you:

• a replacement vehicle of the same or a better category, at the same fare; or
• a rescheduled pickup at a time that suits you, with the advance carried over.

If neither works for you, the refund is processed the same day we cancel. Where our cancellation at short notice leaves you stranded, contact us — we consider reasonable documented costs of alternative transport case by case.

06Breakdowns and interrupted trips

• Breakdown before or early in the trip — we arrange a replacement vehicle. If we cannot, you pay only for the distance actually travelled and the rest is refunded.
• Breakdown mid-route — we arrange onward transport at our cost, or refund the unused portion pro rata.
• You end the trip early by choice — the fare for the booked package stands, as the vehicle and driver were committed for it. Unused tolls and permit charges collected in advance are refunded.
• Route blocked by protest, flood, landslide or closure — we work out a fair settlement with you based on distance covered. Neither side profits from an event outside both our control.

07Changing a booking instead of cancelling

Changing is usually cheaper than cancelling and rebooking:

• Date or time — free if changed more than 12 hours before pickup, subject to availability. Inside 12 hours we will still try, and any fare difference applies.
• Pickup or drop address — free if the distance is materially unchanged; otherwise the fare is recalculated and the difference charged or refunded.
• Vehicle category — subject to availability. Upgrades are charged at the difference; downgrades are refunded at the difference.
• Extra stops or extended distance — charged at the published per-km rate, confirmed with you before it is applied.

08How refunds are paid

• Refunds always return to the original payment method. We cannot redirect a refund to a different card or account, for fraud-prevention reasons.
• The payment gateway (PAYMENT_GATEWAY_NAME) processes the credit. Once we have initiated it, the remaining time is with your bank and outside our control.
• We deduct nothing for our own payment-processing costs on a refund you are entitled to in full.
• Every refund is confirmed to you by SMS or email with a reference number. Keep it for any follow-up with your bank.

If a refund has not reached you 10 working days after we confirmed it was initiated, contact us with the reference number and we will chase the gateway on your behalf.

09What is not refundable

• trips already completed, except where a service failure is established;
• the cancellation charge itself, as set out in section 3;
• waiting charges already incurred before cancellation;
• tolls, permits and parking charges already paid on your behalf;
• confirmed no-shows, per section 4;
• charges for damage or excessive soiling caused to a vehicle by you or your co-passengers; and
• promotional discounts and free credits, which have no cash value.

10Disputes, chargebacks and escalation

If you disagree with a cancellation charge or a refund amount, raise it with us within 30 days of the booking date. We will review the trip record, explain our calculation, and correct it if we got it wrong.

Please come to us before raising a chargeback with your bank. A chargeback on a valid charge takes months to resolve and may lead to suspension of your account under our Terms, whereas most disputes are settled by a single phone call.

Unresolved complaints can be escalated to our Grievance Officer, named in our Terms of Service, and then to a consumer forum under the Consumer Protection Act, 2019.

11Contact

To cancel, check a refund, or dispute a charge, quote your booking reference and contact: