Refund & Cancellation Policy
SUGAM SURAKSHA SARTHI INDIA PRIVATE LIMITED · Last updated September 2025
1. General principles
This Refund and Cancellation Policy complies with the Consumer Protection Act, 2019. We are committed to transparent and fair cancellation and refund practices without hidden charges. DriverGill does not involve the sale or shipment of any physical products — the platform solely enables users to connect with and verify drivers for their own vehicles.
2. Cancellation by users
Free cancellation window: customers may cancel without charge within the first 2 minutes after booking confirmation, provided the driver has not started moving towards the pickup location.
Cancellation fees: after the free window, fees typically range from ₹20–₹50 depending on city and vehicle type, up to ₹100 if the driver has travelled significantly. Peak-hour rates may be higher.
No fee applies for technical glitches, incorrect fare display, driver misconduct, a driver demanding cash despite digital payment being selected, or a user cancellation following a driver cancellation.
Users can cancel via the app, the customer support helpline, or in-app chat.
3. Cancellation by drivers
Driver cancellation penalty: 10% of the estimated fare or ₹100, whichever is lower.
Drivers avoid penalties for valid reasons such as customer misconduct, unsafe locations, requests to violate traffic laws, vehicle breakdowns, an unreachable customer, technical issues, or a different customer vehicle from the one booked.
When a driver cancels without valid reason, the customer receives an immediate refund of any advance payment, plus compensation credits, priority booking and waived fees on a subsequent cancellation.
4. Refund scenarios
Automatic refunds apply for failed transactions, duplicate charges, app technical failures, services not delivered due to a platform error, or overcharging beyond the displayed fare.
Manual refunds may be considered on review for misconduct, safety issues, service-quality problems, route manipulation or unauthorised additional charges.
Partial refunds apply for incomplete services, mid-trip cancellations with valid cause, or a driver ending a trip prematurely due to customer behaviour.
5. Refund process
Submit a refund request via the app help section, customer care, email, or in-app chat.
- Request acknowledgement: within 24 hours.
- Investigation and decision: within 3–5 business days.
- Refund processing: within 5–7 business days from approval.
Refunds are returned to the original payment method — cards (5–7 days), UPI/wallet (1–3 days), or cash (account credit or trip adjustment). You receive status updates via SMS, app push, email and in-app tracking.
6. Non-refundable situations
No refunds are given for successfully completed trips unless there are valid service-quality issues; where users violate the terms, act abusively, provide false information or attempt payment fraud; or for disruptions from natural disasters, government restrictions, technical failures beyond our control, or public emergencies.
7. Payment gateway compliance
Processing follows RBI guidelines, the Payment and Settlement Systems Act, UPI frameworks and chargeback regulations. We support direct bank dispute processes, chargebacks and documentation. Failed transactions are auto-reversed within 1–2 hours, with manual review and bank dispute initiation if required.
8. Grievance redressal
A three-tier system covers the customer support team, a senior specialist and the Grievance Officer. Complaints are acknowledged within 48 hours, resolved or updated within 30 days, and escalated to the next level if not resolved within 7 days. Grievance Officer: support@drivergill.com, Sector 16, Rohini, Delhi.
9. Policy updates
We reserve the right to modify this policy with appropriate notice to users. Changes are communicated through app notifications, email, the website and SMS alerts.