Refund & Cancellation Policy

At RapiGo, our objective is to ensure equitable treatment for both passengers and driver partners. This policy outlines conditions under which cancellations, fees, and fare refunds are processed.

1. Free Cancellation Window

Riders may cancel any ride request free of charge within 2 minutes of a Captain accepting the trip. If the Captain has not moved toward the pickup point or is delayed by more than 5 minutes past estimated arrival, the ride may be cancelled without any cancellation charge.

2. Cancellation Fees

• If a ride is cancelled by the passenger after the 2-minute free window, or after the Captain has arrived at the pickup location, a nominal cancellation fee (₹15 to ₹30 depending on service category) is applied.
• This fee directly compensates the Captain for their spent fuel and travel time.

3. Captain Cancellations & No-Shows

If a Captain cancels a trip or fails to reach the pickup location, no cancellation fee is levied on the passenger. If a Captain cancels repeatedly without justifiable cause, their matching priority and account status are subject to administrative penalty.

4. Fare Adjustments & Refund Process

• Incorrect Routes / Overcharges: If you believe you were overcharged due to an unapproved detour or app routing error, submit a dispute via the ride receipt or support desk within 48 hours of trip completion.
• Digital Payment Refunds: Approved refunds for digital transactions (UPI, wallet, card) are automatically credited back to the original payment source or RapiGo user wallet balance within 24 to 48 hours.
• Captain Pass Recharges: Zero-commission Captain Passes are non-refundable once activated and utilized during an active duty shift.