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    Refund & Cancellation Policy

    Last updated: 5 September 2026

    This Refund & Cancellation Policy is published by TRAPY PRIVATE LIMITED (), the company that operates and manages the Trapy platform. Eligible refunds are processed within 5–7 business days to the original payment method, subject to the conditions described below.

    1. Cancellation Policy Overview

    Trapy aims to provide a fair cancellation policy for both riders and drivers. Specific cancellation windows and fees are determined by the ride category and booking time.

    2. Automatic Refund Triggers

    System-Initiated Automatic Refunds

    Refunds are processed automatically without user intervention in the following scenarios:

    • Driver Cancellation: Ride cancelled by driver at any time (100% refund + ₹50 compensation credit).
    • Passenger Free Cancellation: Ride cancelled within passenger’s free cancellation window (100% refund).
    • Technical Glitches: Duplicate charges refunded within 30 minutes.
    • Ride Not Started: Payment captured but ride never started (100% refund + 10% compensation).
    • Driver Delay: Significantly delayed driver arrival (30+ minutes late triggers 25% partial refund).
    • Route Deviations: GPS-verified unreasonable route deviations (difference + 10% compensation auto-refunded).

    AI-Monitored Quality Refunds

    Trapy’s Gemini-powered AI assistant monitors ride quality and automatically triggers refunds for:

    • Harsh Driving: Braking/acceleration patterns exceed safety thresholds (15% refund).
    • Unexplained Stops: Driver takes breaks/detours exceeding 10 minutes (proportional refund).
    • Speeding: Vehicle speed consistently exceeds safe limits (20% refund + driver warning).
    • Tracking Failure: Live location tracking fails for 5+ minutes (25% refund).
    • Excessive Duration: Ride duration exceeds estimate by 40%+ without traffic justification (30% refund).

    3. Refund Processing Timeline

    Trapy Wallet (Instant)

    Refund credited immediately upon approval. Available for immediate use on next ride with no processing delays.

    Expedited Option

    Select "Credit to Wallet Instantly" during refund request to receive 100% of amount immediately, bypassing bank processing times.

    Original Payment Method Timelines

    MethodEstimated Timeline
    UPI1-3 business days (usually 24hrs)
    Credit Cards5-7 business days
    Debit Cards5-7 business days
    Digital Wallets3-5 business days

    4. Full Refund Scenarios

    100% Refund Situations

    Complete refunds (plus ₹100-200 compensation) are issued for:

    • Driver no-show (20 mins past pickup).
    • Identity/Vehicle mismatch (photo, license, color, model).
    • Driver demanding offline payment or fare manipulation.
    • SOS feature activation or Police helpline contact.
    • Driver under influence of alcohol/drugs (verified).
    • Women-only ride gender requirement violation.

    Ride Interruption

    If a ride terminates mid-journey (breakdown, medical emergency):

    • Standard: Pro-rated fare + 20% discount on completed portion + priority rebooking.
    • Driver Fault: 100% refund for completed/pending portions + ₹150 compensation.

    5. How to Request a Refund

    1. Navigate to "My Rides" and select the specific trip.
    2. Tap "Report Issue/Request Refund".
    3. Choose category (quality issue, overcharge, safety, etc.).
    4. Provide description (min 20 chars) and upload evidence (photos/audio).
    5. Submit to receive a unique ticket number.

    AI Pre-Screening

    Trapy’s AI analyzes requests instantly. 70-80% of straightforward cases are auto-approved within 5-15 minutes. Complex or safety-related cases are escalated to human review (Priority 1 safety cases reviewed within 2 hours).

    6. Appeals & Special Policies

    Appeals Process

    Denied requests can be appealed within 7 days. Senior support reviews appeals within 72 hours. Further escalation to the Customer Advocacy Team is available for disputes over ₹200 or safety incidents.

    Women-Only Ride Enhanced Refunds

    Any safety concern qualifies for full refund + ₹200 compensation, no questions asked. 1.5x standard refund amounts for quality issues.

    Loyalty Benefits

    • Silver (50+ rides): 10% refund bonus.
    • Gold (200+ rides): 15% bonus + 24hr priority processing.
    • Platinum (500+ rides): 20% bonus + 12hr processing + direct advocacy access.

    7. Non-Refundable Items

    The following items are generally non-refundable:

    • Service Fees: For successfully completed rides (covers insurance and tech).
    • Valid Cancellation Fees: Fees assessed when passenger cancels outside the free window.
    • Voluntary Add-Ons: Priority pickup, pet-friendly upgrades, or extra luggage fees once ride commences.
    • Expired Credits: Promotional credits or referral bonuses that have expired.
    • Processing Fees: Wallet withdrawal fees (2%) and international currency conversion fees.

    8. Contact Us

    For unresolved refund inquiries or to escalate a dispute, please contact the support team at TRAPY PRIVATE LIMITED:

    External Dispute Resolution: Users may also contact the National Consumer Helpline (1800-11-4000) for unresolved disputes.

    TRAPY PRIVATE LIMITED || Bhopal, Madhya Pradesh, India