Refund and Cancellation Policy

SUGAM SURAKSHA SARTHI INDIA PRIVATE LIMITED

GENERAL PRINCIPLES

1.1 Legal Compliance

This Refund and Cancellation Policy complies with the Consumer Protection Act, 2019, E commerce Rules 2020, and all applicable Indian laws.

1.2 Transparency

We are committed to maintaining transparent and fair cancellation and refund practices without hidden charges.

1.3 Consumer Rights

This policy respects consumer rights and provides clear guidelines for refunds and cancellations.

1.4 Shipping Policy

Drivergill does not involve the sale or shipment of any physical products. Our platform solely enables users to connect with and verify drivers for their vehicles. As such, no shipping, delivery, or logistics services are applicable under this policy

CANCELLATION BY USERS

2.1 Free Cancellation Window

Users can cancel bookings without charge within the first 2 minutes after booking confirmation, provided the driver has not started moving towards the pickup location.

2.2 Cancellation Fees Structure

After the free cancellation window:

Standard cancellation fee: ₹20, 50 depending on city and vehicle type
If driver has traveled significantly towards pickup: Up to ₹100
Peak hours may have higher cancellation fees as notified in the app

2.3 Valid Reasons for Free Cancellation

No cancellation fees apply for:

Technical issues with the app
Incorrect fare display
Driver misconduct
Driver demands cash when digital payment was selected
Driver cancellation followed by user cancellation

2.4 Cancellation Process

Cancellations can be made through:

App interface with reason selection
Customer support helpline
In-app chat support

CANCELLATION BY DRIVERS

3.1 Driver Cancellation Penalties

As per Maharashtra Aggregator Cab Policy 2025 and similar state guidelines:

Driver cancellation penalty: 10% of estimated fare or ₹100, whichever is lower
Penalty amount is credited to the customer’s account in case of prepaid
Repeated cancellations may result in driver account restriction.

3.2 Valid Reasons for Driver Cancellation

Drivers may cancel without penalty for:

Customer misconduct or intoxication
Unsafe pickup/drop locations
Customer requests to break traffic laws
Vehicle breakdown or emergency
Customer not reachable after multiple attempts
Technical issues with the app
Different Customer Vehicle from the booking.

3.3 Customer Compensation

When drivers cancel without valid reason:

Immediate refund of any advance payment
Compensation credit as per local guidelines
Priority booking for next ride
Waiver of cancellation fee for subsequent booking if customer cancels

REFUND SCENARIOS

4.1 Automatic Refund Situations

Refunds are automatically processed for:

Failed transactions
Duplicate charges/deductions
App technical failures during booking
Service not provided due to our fault
Overcharging beyond displayed fare

4.2 Manual Refund Situations

Refunds may be processed upon review for:

Driver misconduct
Vehicle safety issues
Significant service quality issues
Route manipulation by driver/customer
Unauthorized additional charges

4.3 Partial Refunds

Partial refunds may apply when:

Service is partially completed
Customer cancels mid-trip for valid reasons
Driver ends trip prematurely due to customer behavior

REFUND PROCESS

5.1 Refund Request Method

Submit refund requests through:

App’s help/support section
Customer care helpline
Email to support team
In-app chat support

5.2 Processing Timeline

Request acknowledgment: Within 24 hours

Investigation and decision: Within 3 5 business days

Refund processing: Within 5 7 business days from approval

Bank/wallet credit: As per payment provider timeline

5.3 Original Payment Method

Refunds are processed to the original payment method:

Card transactions: 5-7 business days
UPI/Wallet: 1-3 business days
Cash payments: Account credit or next trip adjustment

5.4 Status Updates

Customers receive updates via:

SMS notifications
App push notifications
Email updates
In-app status tracking

NON REFUNDABLE SITUATIONS

6.1 Completed Services

No refunds for successfully completed trips unless there are valid service quality issues.

6.2 User Misconduct

No refunds when user:

Violates terms of service
Engages in abusive behavior
Provides false information
Attempts payment fraud

6.3 Force Majeure

No refunds for service disruptions due to:

Natural disasters
Government restrictions
Technical failures beyond our control
Public emergencies

PAYMENT GATEWAY COMPLIANCE

7.1 RBI Compliance

All refund processing complies with:

RBI guidelines on digital payments
Payment and Settlement Systems Act
UPI refund framework
Chargeback regulations

7.2 Dispute Resolution with Banks

For payment disputes:

Direct bank dispute process available
Chargeback support provided
Documentation assistance offered
Liaison with payment processors

7.3 Failed Transaction Handling

Immediate action for failed transactions:

Automatic reversal within 1-2 hours
Manual review if auto-reversal fails
Bank dispute initiation if required
Zero liability for genuine failures

GRIEVANCE REDRESSAL

8.1 Internal Complaint Mechanism

Three-tier grievance system:

Level 1:Customer support team

Level 2:Senior support specialist

Level 3:Grievance officer

8.2 Response Timeline

Complaint acknowledgment: Within 48 hours

Resolution or update: Within 30 days

Escalation to next level: If not resolved in 7 days

8.3 Contact for Grievances

Grievance Officer: Support Manager

Email: support@sugamsarthi.com

Address: HOUSE NO 79 BLOCK-I PKT 1, SEC 16 ROHINI, Rohini sec-11, Delhi, North West Delhi- 110085, Delhi

Response Time: 48 hours for acknowledgment

POLICY UPDATES

9.1 Amendment Rights

We reserve the right to modify this policy with appropriate notice to users.

9.2 Notification Process

Policy changes communicated through:

App notifications
Email notifications
Website updates
SMS alerts for major changes

Last Updated: September 2025