Refund & Cancellation Policy

Important reminder: OneRide does not hold ride fares. The passenger pays the fare directly to the driver via UPI or cash. OneRide's only charge to the passenger is the ₹5 booking fee. This policy therefore covers: (a) refunds of the ₹5 booking fee and (b) refunds of driver insurance subscription premiums.

1. Ride cancellation by the passenger

When	Booking fee (₹5) refund	Fare
Before a driver is assigned	Full refund of ₹5	No fare — no charge
After driver assigned, before driver has started moving toward you (< 2 min from accept)	Full refund of ₹5	No fare
After driver has started moving toward you (> 2 min)	₹5 booking fee is forfeited to compensate the driver for travel	No fare
After the driver has arrived at pickup	₹5 booking fee forfeited	Passenger pays the driver a ₹30 “cancellation waiting fee” directly (per TN auto tariff), no fare beyond that

2. Ride cancellation by the driver

• If a driver cancels after accepting a ride, the passenger receives a full refund of the ₹5 booking fee automatically.
• The passenger is re-matched to another driver, at no extra charge.
• Repeated driver-side cancellations are tracked and may result in temporary suspension from the Platform.

3. System failures / network issues

• If a ride fails to start due to a OneRide technical issue after a booking-fee charge: full refund of ₹5, processed automatically within 2 business days.
• If payment succeeds but the ride never gets matched (no drivers available): full refund of ₹5, processed automatically.

4. Refund processing timeline

Payment method	Refund credited within
UPI	Instant to 24 hours (typically instant)
Credit Card / Debit Card	5–7 business days
Net Banking	3–5 business days
Wallet (Paytm / PhonePe / etc.)	24–72 hours

Refunds are credited back to the original payment method only. We cannot redirect a refund to a different account.

5. OneRide Parcel cancellation

• Cancelled before pickup attempt: full refund of the ₹5 booking fee, no fare charged.
• Cancelled after driver has picked up the parcel: ₹5 forfeited; parcel is returned to sender and the sender pays the driver the return-journey fare directly (no additional booking fee on the return).

6. Driver Insurance Subscription cancellation & refunds

• Drivers may cancel the subscription anytime from Profile → Insurance → Cancel Subscription in the Driver app.
• The current week's already-debited premium is not refunded (coverage continues to the end of the current week).
• If insurance coverage has activated (day 91+ after first payment) and a valid claim arises, claim handling is governed by the IRDAI-approved insurer's terms, not by OneRide. Premium is not refundable in claim scenarios.
• If a failed weekly debit leads to subscription “halted” status, the driver has 7 days to update their payment method. No refund of past premiums; coverage (if active) continues only if payment is restored.
• Launch offer (30-day free period): No charge occurs during days 1–30, so there is nothing to refund if a driver cancels before day 31.

7. How to request a refund

1. Open the OneRide app → Help & Support → Refund request.
2. Select the ride / subscription in question.
3. Enter a brief reason and submit.
4. You'll receive a ticket number and an in-app confirmation within 2 hours.
5. Alternatively, email info@asli.one with the ride / subscription ID and reason.

8. Disputes

If you disagree with a refund decision, you may escalate to our Grievance Officer (see Privacy Policy § 9). Unresolved disputes may be referred to the Consumer Disputes Redressal Forum at Chengalpattu / Chennai jurisdiction, as per the Consumer Protection Act 2019.