Cancellation & Refund Policy

We know that plans can change. This policy explains when a cancellation charge may apply, how waiting time is treated, and when Caxi provides a full refund. The applicable amount is shown in the booking flow where available, and the final amount is calculated by Caxi's server.

1. Quick rides, including scheduled quick rides

This section applies to on-demand local rides and system-scheduled quick rides using the quick-ride flow, including Mini, Sedan, SUV, Auto, E-rickshaw, and Bike categories. A scheduled quick ride is different from a scheduled rental: it is simply a quick ride that the system searches for at a future time.

• Before a driver is assigned: You can cancel without a quick-ride cancellation or waiting charge.
• After a driver is assigned: A cancellation amount may apply based on the ride stage and vehicle category. The total cancellation-related amount is capped at the lower of 10% of the estimated fare, ₹100, and the amount paid for the booking.
• After the driver arrives: The category-specific grace period applies. The current configured examples are 3 minutes for bikes and 3 minutes for cabs. The grace period and any applicable per-minute rate are shown or applied according to the vehicle rate card.
• Waiting time is a separate line item: If the driver has arrived and waits beyond the applicable grace period, waiting compensation may be itemised separately from the cancellation charge. However, both amounts together remain within the quick-ride cap above; they are not stacked beyond that cap.
• Healthcare trips: Trips to or from hospitals, medical centres, and emergency clinics may receive the configured extended grace period of 7 minutes.
• Ride in progress: Once the ride has started after OTP verification, ordinary rider cancellation is disabled. Contact support immediately if there is a safety or service problem.

2. Courier (Bike) bookings

Courier bookings use the bike quick-ride matching flow, but package handover and delivery create additional rules. The courier terms below apply to the sender and recipient unless the booking flow states a more specific charge or exception.

• Before driver assignment:You can cancel for a full refund of the amount paid, subject to the payment method's processing timeline.
• After assignment, before package handover:A cancellation amount may apply under the quick-ride cap: the lower of 10% of the estimated courier fare, ₹100, and the amount paid. If the driver has arrived and waits beyond the bike grace period, waiting compensation may be itemised, but the combined cancellation-related customer total remains within that cap.
• After package handover: Ordinary cancellation is closed once the package has been accepted for delivery. Contact Caxi support for a cancellation, return, or delivery-failure request. Any disclosed return or recovery charge may apply where the issue is caused by the sender or recipient.
• Sender or recipient issue: If the package is not ready, the address is incorrect, the recipient is unavailable or refuses delivery, or the package is unsafe or prohibited, Caxi or the driver may refuse, stop, or return the delivery. Any applicable attempt or return amount will be shown or handled under the booking terms.
• Caxi or driver failure: If the courier cannot be safely provided because of a Caxi or driver-side failure before handover, the amount paid is fully refundable. After handover, support will review the delivery status and the appropriate remedy.
• No duplicate platform fee: A permitted courier cancellation, waiting, attempt, or return amount is not a second undisclosed platform fee. Any platform share or driver compensation is taken only from the disclosed amount.

3. Scheduled rentals

This section applies to future hourly or package rentals booked as a scheduled rental. It does not apply to a scheduled quick ride covered by Section 1.

• Rider cancellation: A processing charge of 5% of the scheduled rental fare may be retained from the amount paid.
• Charge limits: The amount retained cannot exceed the lower of 10% of the total fare, ₹100, and the amount actually paid. The remaining paid amount is refundable.
• Safety or service failure: If a safety issue is reported, or Caxi/the assigned operator or driver cannot provide the booked service and the failure is verified, the rider receives a full refund of the amount paid.
• No additional platform fee: The 5% processing charge is the disclosed cancellation amount for this booking type. Caxi does not add a second platform fee on top of it.

4. Outstation bookings

• Before driver assignment: A rider cancellation is eligible for a full refund of the amount paid.
• After driver assignment: A 5% processing charge may apply. It is limited to the lower of 10% of the fare, ₹100, and the amount actually paid. The balance is refundable.
• Driver/operator failure or safety issue: If the assigned service cannot be provided, or a safety issue is reported and accepted through the support process, the amount paid is fully refunded.

Any permitted post-assignment cancellation amount may be allocated between the eligible driver compensation and Caxi's disclosed platform share. This is not an additional fee charged on top of the capped amount.

5. Shared cabs

A shared-cab booking reserves seats that may otherwise be sold to other passengers. You may cancel an ordinary shared-cab booking until the final hour before its scheduled departure.

• At least 2 hours before departure: The standard processing amount is 5% of the paid amount, subject to the lower of 10% of the total fare, ₹100, and the amount paid.
• More than 1 hour but less than 2 hours before departure: The applicable cancellation amount under the booking terms may apply, but it remains subject to the same 10%/₹100/amount-paid cap.
• During the final hour: Ordinary rider cancellation is closed. The booking is not cancelled and no last-hour cancellation charge is collected through the ordinary cancellation flow.
• Full-refund exceptions: If the operator or driver cannot serve the booking, or there is a safety issue, contact Caxi support. Once the exception is verified or accepted, the amount paid is fully refunded, including during the final hour.

6. When Caxi or a driver cancels

If Caxi, the operator, or the driver cannot provide the booked service, or a driver cancels before pickup, Caxi does not apply a rider cancellation charge for that failure. Amounts paid for the affected booking are refunded in full according to the applicable payment method. If a driver asks you to cancel for a driver-side problem, do not cancel on their behalf; contact support so the booking can be reviewed correctly.

Driver Late Cancellation Penalties:If an assigned driver partner cancels without valid justification after holding an accepted booking for more than 2 minutes, an automated inconvenience penalty is deducted from the driver's account and credited directly to your Caxi Wallet to compensate for the service delay.

7. How charges, refunds, and timelines are handled

• Automatic 100% Refund on Search Expiry: If no driver partner accepts your ride request or the booking search window times out, 100% of your payment is automatically and immediately refunded without any deductions.
• Separate accounting, one customer cap: For a quick ride after driver arrival, the cancellation charge and waiting compensation can appear as separate ledger lines. The customer total remains strictly capped at the statutory ceiling in Section 1.
• Amount actually paid: A charge cannot exceed the amount already paid for the booking. Any remaining refundable amount is returned through the applicable refund flow.
• Caxi Wallet: Eligible refunds are credited instantly to your Caxi Wallet balance.
• Corporate Accounts:Debited corporate ride balances are reversed back to your organization's corporate credit line instantly upon cancellation.
• Online Payments (UPI, Cards, Netbanking): Refunds initiated through our authorized payment gateway (Razorpay) are credited back to your original source account within 5 to 7 business days, subject to standard inter-bank clearing cycles.

8. Legal basis and disclosure

Caxi applies these terms in strict compliance with Clause 13(2) of the Central Motor Vehicles Aggregator Guidelines, 2020, which mandates that cancellation charges shall not exceed 10% of the total fare or ₹100 (whichever is lower). Cancellation terms are presented transparently before booking and checkout. The policy also complies fully with the Consumer Protection (E-Commerce) Rules, 2020, ensuring zero hidden fees, consistent accounting, and prompt statutory grievance redressal.

Official statutory reference: Motor Vehicles Aggregator Guidelines, 2020 (MoRTH) and Consumer Protection (E-Commerce) Rules, 2020.

9. Questions or disputes

If you believe a charge was applied incorrectly—for example, the driver did not arrive, asked you to cancel, or a safety issue affected the trip—raise a ticket through the Caxi App or contact us at support@caxi.in. Please include the booking ID so we can review the assignment, timestamps, GPS records, and payment calculation.