Refund & Cancellation Policy
Fair and transparent refund guidelines for all bookings
At Rahvaan, we are committed to providing a fair, transparent, and hassle-free booking experience for both travelers and drivers. Refund eligibility is always calculated based on the scheduled pickup time, not on when the booking was originally made.
📱 What is an "Instant Booking"?
An Instant Booking is any booking where the scheduled pickup time is within 24 hours from the moment you book.
🟢 1. Driver Cancellation / Driver No-Show
If the driver cancels the booking, fails to arrive at the pickup location without a valid reason, or is unable to provide the agreed vehicle/service:
✅ Customer Refund: 100% (excluding non-recoverable payment gateway/banking charges, if applicable)
💰 Driver Compensation: No Payment
🟢 2. Instant Bookings (Pickup Within 24 Hours)
🚕 A. Ultra Instant Booking (Pickup within 1 Hour)
• Cancelled within 10 minutes of booking (driver has not reached)
✅ Customer Refund: 100%
💰 Driver Compensation: No Payment
• Cancelled after 10 minutes but before driver reaches pickup
Driver may be traveling, preparing vehicle, or declined other bookings
✅ Customer Refund: 95%
💰 Driver Compensation: 5%
• Cancelled after driver reaches pickup location
✅ Customer Refund: No Refund
💰 Driver Compensation: 100% of Eligible Booking Amount
🚕 B. Standard Instant Booking (Pickup within 24 Hours)
• Cancelled within 40 minutes of booking (driver has not reached)
✅ Customer Refund: 100%
💰 Driver Compensation: No Payment
• Cancelled after 40 minutes but before driver reaches pickup
Driver may have reserved booking, declined other trips, or started preparing
✅ Customer Refund: 85%
💰 Driver Compensation: 15%
• Cancelled after driver reaches pickup location
✅ Customer Refund: No Refund
💰 Driver Compensation: 100% of Eligible Booking Amount
🟢 3. Advance Bookings (Pickup More Than 24 Hours Away)
• Cancelled more than 48 hours before scheduled pickup
Driver still has sufficient opportunity to accept another booking
✅ Customer Refund: 100%
💰 Driver Compensation: No Payment
• Cancelled within 48 hours before scheduled pickup (before driver arrival)
Driver has likely reserved the vehicle and time for your trip
✅ Customer Refund: 80%
💰 Driver Compensation: 20%
🟢 4. Driver Arrived / Customer No-Show
If the driver has reached the pickup location, marked "Arrived", and waited for the required waiting period, but the customer cancels, does not arrive, or cannot be contacted:
✅ Customer Refund: No Refund
💰 Driver Compensation: 60% of Eligible Booking Amount
🏢 Rahvaan Platform: 40%
🟢 5. Pickup Successfully Confirmed
Once the customer boards the vehicle and both driver and customer confirm boarding through the Rahvaan app, the trip is officially considered to have started.
✅ Refunds: Generally not available after this stage unless the driver is unable to provide the agreed service or another verified exceptional circumstance applies.
🟢 6. Exceptional Circumstances (Force Majeure)
Rahvaan may approve a full or partial refund after verification in cases such as:
- Medical emergencies
- Natural disasters (landslides, heavy snowfall, floods)
- Road closures or government restrictions
- Civil unrest
- Verified vehicle breakdown before pickup
- Any other unforeseen event beyond reasonable control
Refunds and compensation will be decided after reviewing the available evidence.
📌 Important Notes
- Instant Booking means the pickup is scheduled within 24 hours of the booking confirmation
- Advance Booking means the pickup is scheduled more than 24 hours after the booking confirmation
- Refund eligibility depends on the time remaining before the scheduled pickup, not on the date the booking was made
- Once the driver marks "Arrived", the customer must report to the pickup location within the waiting time displayed in the app
- Once both customer and driver confirm pickup, the journey is officially considered to have started and refunds will generally not be available
- Rahvaan may temporarily hold payments if a dispute is raised
- Non-recoverable payment gateway charges, banking fees, GST, taxes, or statutory deductions may be deducted from refunds where applicable
- This policy applies only to bookings and payments made through the Rahvaan platform
- Rahvaan reserves the right to amend or update this policy at any time
Last updated: August 4, 2026