Legal

Cancellation & Refund Policy

1Clear disclosure

Before a rider confirms a booking, the app shows the applicable fare and fees. RYDO does not charge a cancellation or no-show fee that has not been disclosed to the rider or that the law does not permit. If RYDO charges a cancellation or no-show fee, the cancellation window, the fee and how to request a review will be shown before the booking is confirmed.

2Rider and captain cancellations

A rider can cancel from the trip screen before the ride starts. Cancellations are recorded in the app with a time and reason. A cancellation fee, if any, applies only in the circumstances disclosed in the app and does not apply where the service was not provided or a platform error caused the cancellation. RYDO does not encourage captains to cancel improperly to avoid platform rules.

3Refund eligibility and review

Users can request a review of duplicate payments, failed or unfulfilled bookings, incorrect fees, eligible service failures or other circumstances covered by the published terms. Requests can be sent to support@rydoind.in or raised through in-app support. RYDO checks trip and payment records, asks only for relevant information, records the outcome and explains its decision. A request is not rejected solely because the user cannot provide information that RYDO already holds.

4Processing time and payment provider

Approved refunds are normally sent to the original payment method where possible. Processing time depends on the payment provider and the user’s bank, and bank posting times may vary. RYDO does not promise an exact refund date unless the payment provider can confirm one.

5Records and escalation

Users can raise a disputed decision through support and can ask for a second review when they provide relevant new information or identify a possible error. RYDO reconciles refunds with payment-provider reports and keeps only the records needed for accounting, fraud prevention, dispute resolution or legal obligations. RYDO reviews recurring cancellation errors and complaints, such as inaccurate fare rules, confusing cancellation screens or payment-provider problems, and takes corrective action.

6Exceptional circumstances

If an app outage, payment-provider failure, unsafe condition or other problem means a booking cannot be fulfilled, users can contact support for help. RYDO does not charge or refund an amount unless the applicable terms and law support it.

7No-show and failed pickup

A no-show is when a rider does not meet the captain at the pickup point after the captain has arrived and made reasonable attempts to contact the rider. The app records the relevant timestamps and status. While a captain waits at the pickup point, a per-minute waiting charge applies from the captain’s arrival until the trip OTP is verified; it is added to the final fare and shown on the receipt. RYDO does not apply a fee automatically where its own records show a material system or dispatch failure.

8Refund decision records

For each refund request, RYDO records the booking reference, payment reference, issue category, review outcome and any refund transaction identifier. Access to these records is restricted, and retention follows the Data Retention & Deletion Policy.