Refund & Cancellation Policy
1. The Token Model & Purchase Terms
GIFT City Carpool uses pre-funded tokens for passenger-driver cost contribution (benchmarked at ₹150 per token for standard routes between Ahmedabad/Gandhinagar and GIFT City):
- Tokens are purchased securely inside the app via our authorized payment partner, Razorpay, using UPI, Debit Cards, Credit Cards, or Net Banking.
- Once purchased, tokens are credited immediately to the passenger's token ledger.
- Tokens remain valid in the user's wallet without artificial expiry as long as the account remains active.
2. Ride Cancellation Rules & Token Restorations
When you book a ride on the Platform, the required tokens are temporarily reserved in escrow until the ride is completed. Depending on cancellation circumstances, tokens are handled as follows:
| Scenario | Token Outcome | Timeline |
|---|---|---|
| Passenger cancels before driver accepts | 100% of reserved tokens returned to passenger's available balance | Instantaneous |
| Passenger cancels confirmed ride before departure | 100% of reserved tokens returned to passenger's available balance | Instantaneous |
| Driver cancels the scheduled ride | 100% of reserved tokens returned to passenger's available balance | Instantaneous |
| Driver declines booking request | 100% of reserved tokens returned to passenger's available balance | Instantaneous |
| Mutual completion by driver and passenger | Reserved tokens transferred to driver's balance to offset vehicle expenses | Upon confirmation |
3. Wallet Token Buyback & Bank Refund Policy (Razorpay KYC)
In full compliance with Razorpay Merchant KYC verification and applicable consumer fair-practice guidelines, users are entitled to refund unutilized wallet tokens back to their original payment source:
3.1 Eligibility Criteria
- Only tokens purchased directly via Razorpay and not yet consumed in completed rides are eligible for bank refund after deduction of platform fees.
- Promotional, test, or bonus tokens (if any) are non-refundable.
- The user must not have ongoing active rides holding reserved tokens.
3.2 How to Request a Refund
- Navigate to the Wallet / Tokens page within the GIFT City Carpool app.
- Select Request Token Refund / Buyback.
- Enter the number of eligible tokens to refund and verify your payment reference details.
- Submit your request. The corresponding tokens are placed in reserved escrow status until processed.
3.3 Refund Processing Timelines & Mode
- Processing Timeline: Refund requests are reviewed and approved by our finance desk within 24 to 48 business hours.
- Credit Timeline: Once processed through Razorpay, the amount is credited directly back to the original bank account, UPI ID, or card used during purchase within 5 to 7 business days, subject to the customer's bank clearing schedule.
- Fees & Charges: We do not levy unfair penalties or cancellation surcharges on eligible token buyback refunds.
4. Driver Earnings & Expense Reimbursements
Drivers earn expense contribution tokens for completed commutes to help cover vehicle fuel and maintenance costs:
- Drivers can redeem accumulated tokens through the Driver Earnings section.
- Driver payouts are disbursed via Razorpay Linked Account / automated IMPS or NEFT transfers to the driver's verified bank account.
- Disbursements are settled within 2 to 3 business days following admin verification.
5. Account Deletion and Balance Settlement
In accordance with our App Store deletion rules, before an account can be deleted, the user must have a zero token balance. Remaining wallet balances must either be utilized or settled through a successful bank refund before the account can be permanently erased.
6. Merchant Support & Contact Information
For refund inquiries, payment clarifications, or transaction assistance, please reach out to our billing desk:
GIFT City Carpool Helpdesk
Entity: GIFT City Carpool
Email: giftcitycarpool@gmail.com
Operating Hours: Monday – Saturday, 9:00 AM – 6:30 PM IST