Refund & Cancellation Policy

Last updated: 17 May 2026

This Refund & Cancellation Policy explains when and how refunds are issued for trips booked through the Safarix Cab Platform, operated by Safarix Cab Private Limited ("Safarix"). This policy forms part of our Terms of Service.

1. Rider-initiated cancellation

Riders may cancel a confirmed booking from within the app at any time before the trip start time. Refund eligibility depends on the time of cancellation relative to the scheduled trip start time:

  • More than 24 hours before trip start: 100% refund of the seat fare. Platform convenience fees, if any, are non-refundable.
  • Between 6 and 24 hours before trip start: 75% refund of the seat fare.
  • Between 1 and 6 hours before trip start: 50% refund of the seat fare.
  • Less than 1 hour before trip start, or after the trip has started: No refund.

2. Driver-initiated cancellation

If a Driver cancels a confirmed trip — for any reason — every affected Rider will receive a 100% refund of the seat fare and the platform convenience fee. Drivers who cancel repeatedly or close to trip time may face temporary or permanent suspension from the Platform.

3. No-show

  • Rider no-show: if the Rider fails to arrive at the agreed pick-up point within the grace window (default: 15 minutes) and cannot be reached, the booking is treated as cancelled and no refund is due.
  • Driver no-show: if the Driver fails to arrive within the grace window and cannot be reached, the Rider is entitled to a 100% refund.

4. Force majeure and trip interruption

If a trip cannot be completed due to circumstances beyond the parties' reasonable control — including but not limited to extreme weather, road closures, civil disturbance, vehicle breakdown, accident, or government order — Safarix will review the case and may issue a full or pro-rated refund at its discretion.

5. Refund processing

Approved refunds are initiated to the original payment instrument used for the booking. Standard processing timelines:

  • UPI: within 3 business days of approval.
  • Debit / credit card: 5–7 business days, depending on the issuing bank.
  • Net banking / wallet: 3–5 business days.

Actual credit times may vary based on the policies of the payment processor and the issuing bank. Safarix does not control bank-side delays once a refund has been initiated.

6. How to request a refund

Most cancellations and refunds are handled automatically in-app. For disputes or exceptions (such as trip-interruption or quality-of-service issues), write to support@safarix.in within 7 days of the trip's scheduled date, with:

  • Booking ID;
  • Date and time of the trip;
  • A short description of the issue, with screenshots if relevant.

Our support team will acknowledge receipt within 24 hours and respond with a decision within 7 business days.

7. Non-refundable items

The following are non-refundable, unless required by law:

  • Convenience fees paid on Rider-initiated cancellations;
  • Charges levied by external payment gateways for failed or reversed transactions;
  • Promotional credits, vouchers, or discount codes applied to the booking.

8. Changes to this policy

Safarix may revise this Refund & Cancellation Policy from time to time. The updated version will be posted on this page with a revised "Last updated" date and will apply to bookings made after the date of revision.