Refund Policy
Refund Process & Guidelines
Effective Date: June 2026
1. Refundable Scenarios
A. Automatic Refunds (Within 1 Hour)
- Trip not completed (driver no-show)
- Trip cancelled before pickup
- Double charged for same trip
- System error/technical glitch
- App crash during transaction
B. Manual Refunds (Within 24-48 Hours)
- Incorrect fare calculation
- Disputed service quality
- Payment processing errors
- Duplicate payments
- Unauthorized charges
C. No Refund Scenarios
- Completed trips as requested
- Voluntary trip cancellation after minimum time
- Cancellation charges (non-refundable)
- Promotion/discount codes misused
- Wallet credit withdrawals
2. Refund Timeline
| Scenario | Processing Time |
|---|---|
| Double charge | 1 hour (automatic) |
| No-show driver | 2-4 hours |
| System error | 24 hours |
| Disputed charge | 48 hours |
| Appeal decision | 72 hours |
3. Refund Methods
1. Kushi Cabs Wallet (Instant)
- Credited immediately after approval
- Can be used for future trips
- Can withdraw to bank anytime
2. Original Payment Method (24-48 hours)
- For wallet withdrawals
- Processed through Razorpay
- May take additional 2-3 banking days
3. Bank Direct Transfer (3-5 business days)
- For amounts over ₹5,000
- Contact support for bank transfer option
- Requires account verification
4. Partial Refunds
Partial refunds are issued for:
- Partial trip completion: 50% refund
- Excessive wait time: 25% refund
- Late arrival at pickup: 10-30% refund
- Service quality issues: 10-50% refund
5. Dispute Resolution Process
Level 1: In-App Support (24 hours)
- Chat with support team
- Provide evidence and explanation
- Initial resolution offered
Level 2: Email Escalation (48 hours)
- Escalate to support@kushicabs.com
- Include trip ID, screenshots, details
- Support manager reviews
Level 3: Super Admin Review (72 hours)
- Final review by platform administrator
- Decision is binding
- Formal response issued
6. Contact for Refunds
In-App Support
Support → Refund Request
24/7 availability
Email Support
refunds@kushicabs.com
Response: 4 hours
Phone Support
+91 7760322345
Available 24/7