Product-preview notice. This is a policy framework for the investor demo. Numeric fees, time windows, refund timelines and service-specific exceptions must be approved and inserted before customers can book.
Overview
This policy will explain the cancellation or refund outcome before a live booking is confirmed and, where practicable, before a customer completes cancellation. Exact free-cancellation windows, fees and settlement timings are not yet approved and will be added before launch.
A customer's treatment may depend on the service type, scheduled time, whether a driver has accepted or reached pickup, trip-specific commitments and the reason for cancellation.
When a customer cancels
- Before the approved free-cancellation window: the planned approach is no cancellation fee for the booked service amount.
- Inside the approved late-cancellation window: a clearly displayed fee may apply to recognise committed vehicle, driver and platform costs.
- After the assigned car or driver reaches pickup, or the customer does not arrive: an arrival or no-show charge may apply if disclosed before confirmation.
- Outstation or longer-term services may have different lead times where the booking creates longer commitments; those terms must be displayed specifically.
When HireDriverJi or a service partner cancels
If HireDriverJi cannot provide a confirmed service, the planned resolution is to offer an available replacement or a refund of the affected booking amount, based on the customer's choice and operational feasibility.
The customer should not bear a cancellation charge for a cancellation caused by HireDriverJi or the assigned service partner. A replacement time should not be promised unless it can actually be supported.
Service issues and duplicate charges
Report a driver no-show, material service failure, incorrect charge or duplicate payment through support with the booking or transaction reference. The team should review relevant trip and payment records and explain the decision.
Amounts that may not be refundable
- A properly applied and disclosed late cancellation or no-show fee.
- Disclosed vehicle, fuel, toll, parking or mobilisation costs already incurred for the trip, where supported by the booking terms.
- Completed service time or work already provided, except where a verified service failure requires a different outcome.
- Bank, payment-provider or promotional components that are non-refundable under disclosed rules and applicable law.
Refund method and timing
Approved refunds should normally be sent back through the original payment method unless law or the payment provider requires another process. The policy will publish an initiation target and explain that a bank or payment provider may need additional business days to show the credit.
Because payment integration is not final, no specific number of days is promised on this preview website.
Booking changes
A request to change pickup, schedule, route, vehicle or duration may be treated as a booking modification or as cancellation plus a new booking. The product should show any fare or availability impact before the customer reconfirms.
How to raise a request
Use the future in-app booking help flow or contact support@hiredriverji.com with your registered contact details, booking ID, payment reference, issue summary and preferred resolution. Never email full card, UPI PIN or one-time password information.