Cancellation & Refund Policy

1. The advance

Bookings are confirmed with an advance rather than the full fare — 20% of the quoted fare, with the balance paid to the driver at the end of the trip. Rentals take a flat ₹150 instead. The exact amount is always shown on the review screen before you pay, and nothing is charged beyond what is shown there.

Until the advance is paid the booking is not confirmed and no driver is offered it. If it is not paid, the booking is cancelled on its own and there is nothing to refund, because nothing was taken.

2. When you can cancel

You can cancel any booking up until the trip starts, from My Trips in the app or on the website. Once a trip has been started by the driver, or has been completed, it can no longer be cancelled — at that point it is a trip that happened, and any dispute is handled as a complaint rather than a cancellation.

3. What comes back

Cancelling before the trip starts falls into one of these cases:

• You have not paid anything. There is nothing to refund and no fee. A charge on money never collected would not be a cancellation fee, it would be a penalty, and we do not levy one.
• No driver has been assigned yet. Your advance comes back in full. Nobody has been dispatched, so nobody is out of pocket.
• More than 24 hours before pickup. Your advance comes back in full, even if a driver has already accepted. Accepting a trip a day away costs a driver nothing they cannot recover.
• Between 24 and 12 hours before pickup, with a driver assigned. A cancellation fee applies — 20% of the fare, capped at ₹100 — and the rest of your advance is refunded. The driver has arranged their day around your trip.
• Inside 12 hours of pickup, with a driver assigned. The advance is not refunded. By this point the driver has turned down other work and is about to set off, and there is no longer time to give the slot to anyone else.

Cancelling before a driver accepts is always free, whatever the clock says — the windows above only ever apply once someone has committed to your trip.

The exact amount is always shown before you confirm the cancellation. That figure is calculated by the same rule that will be applied, so what you are shown is what will happen — you are never asked to cancel and find out afterwards.

4. If we cancel

If no driver can be assigned to your booking, or we cancel it for any reason of our own, your advance is refunded in full with no fee. The same applies if a booking expires because it was never taken up, and if a driver cancels and no other driver takes the trip on.

If the pickup time passes and the trip was never started, your advance comes back in full — whether we cancel it or you do. Waiting for a driver who did not arrive is not a change of mind, and you are not charged for ending it yourself.

5. How refunds are paid

Refunds go back the way the money came — to the card, UPI ID or account you paid from, through the payment gateway. We do not convert a refund into wallet credit without asking you, because credit you can only spend with us is not the same as your money back.

The only exception is a booking with no gateway payment behind it, where there is nothing to reverse; those are settled to your Gaadix wallet.

6. How long it takes

We issue the refund as soon as the cancellation is processed. Once issued, it is with your bank rather than with us, and banks typically take 5 to 7 working days to show it on a card statement — sometimes longer for international cards. If it has been longer than that, write to contact@gaadix.com with the booking ID and we will send you the gateway reference to take to your bank.

7. Disputes

If you believe a fare, a cancellation fee or a refund is wrong, write to contact@gaadix.com with the booking ID. Unresolved complaints can be escalated to our Grievance Officer — see the Contact page.