Refund & Cancellation Policy

1. Cancelling a ride

• A rider or a driver can cancel a ride in the app at any time before the trip starts. Travoa doesn’t charge any cancellation fee, and nothing is owed for a cancelled ride. The app shows it as “No charge”.
• If a driver doesn’t accept your request in time, it lapses on its own, and nothing is owed.
• Once the driver has started the trip with your PIN, it can’t be cancelled in the app, and the fare is due when the trip ends.
• Frequent late cancellations or no-shows may lead to your account being limited or suspended, as described in our Terms.

2. Ride fares

Riders pay the fare to the driver directly, after the trip, by UPI to the driver’s own UPI ID or in cash. The money never passes through Travoa, so Travoa can’t refund a fare itself.

• If you paid twice, or paid the wrong amount or the wrong person, contact the driver through the trip’s chat, or ask the person you paid, and agree a refund between you.
• If you paid for a ride that didn’t happen, or you can’t agree with the other person, report it from the trip in the app, choosing the reason that fits (a payment problem, or a ride that didn’t happen). Include the 12-digit UPI transaction ID (UTR) if you have it. We will look at the records we hold and help you resolve it. We may limit or suspend an account that refuses a fair refund or confirms payments it didn’t receive.
• A UPI payment you made by mistake to the wrong UPI ID can also be raised with your own UPI app or bank.

3. Driver wallet top-ups

Drivers top up their Travoa wallet through Razorpay to settle and prepay platform fees. There is nothing to ship: a top-up is delivered as a credit to your wallet, normally within seconds of the payment succeeding.

• Payment taken but no credit. If your payment succeeded but your wallet wasn’t credited (for example, because the app closed during payment), we credit it automatically when Razorpay confirms the payment to us. If we can’t match the payment to a top-up, we refund it in full.
• Paid twice for the same top-up. We credit one payment and refund the other in full, automatically.
• Failed payments. If a payment fails, nothing is credited and nothing is owed. If money left your account anyway, your bank or Razorpay normally returns it automatically.
• Credited top-ups. Once a top-up is in your wallet, it is used for your platform fees and isn’t otherwise refundable. The balance doesn’t expire.
• Closing your account. If you want to delete your account while your wallet is in credit, contact us and we will refund the balance. You can’t delete an account while fees are still owed.

4. Platform fees

The platform fee (currently 5% of the fare) is charged to drivers for each completed trip when the payment is confirmed. Platform fees aren’t refundable, unless the law requires it or we confirm that a fee was charged in error. When a fee was charged in error, we correct it with a credit to your wallet, and it appears in your wallet history.

5. Paying a fare online

Paying a fare online through Razorpay is currently switched off. If we switch it on, these rules will apply to it:

• A ride can be paid for only once. If an online payment can’t be applied to the ride (for example, because it was already paid, or the driver has left Travoa), we refund it in full, automatically.
• Other fare refunds follow section 2.

6. How refunds are paid, and how long they take

• Refunds of payments made through Razorpay go back to the original payment method (the same UPI account, card or bank account). We can’t send them anywhere else.
• We start an automatic refund as soon as we detect the problem, and other approved refunds within 7 days.
• After that, banks usually take 5–7 working days to show the refund on your account. UPI refunds are often faster.

7. Disputes and chargebacks

Please contact us before disputing a top-up with your bank or card issuer; we can usually fix the problem faster. If you do raise a dispute and it is decided in your favour, the amount is taken back out of your wallet. If a top-up is refunded, the credit is removed from your wallet in the same way.

8. How to ask for help

Report a problem with a ride from the trip in the app. For anything about a top-up or a fee, email us with the date, the amount and the Razorpay payment ID if you have it (it starts with “pay_” and is on Razorpay’s payment receipt):

{{LEGAL_ENTITY_NAME}}
{{REGISTERED_ADDRESS}}
Email: {{SUPPORT_EMAIL}}

Other ways to reach us are on our Contact page.