Purpose

To standardize the process for handling partial refund requests when the actual fare is higher than the estimated fare, ensuring refunds are issued only when applicable.

1. Refund Eligibility Criteria

Advisors must review the journey details and route information before processing any refund.

2. Verification Steps Before Processing Refund

Advisors must perform the following checks before raising any refund:

1. Check the journey route through the trip details.

2. Verify whether the driver deviated from the planned route.

3. Confirm if the fare increase was caused by traffic, road diversions, or other uncontrollable factors.

4. Compare the estimated fare and the final fare shown on the trip details.

3. Customer Communication

If a refund is not applicable, advisors must clearly inform the customer that:

• The driver followed the planned route, or

• The fare increase occurred due to traffic conditions or road diversions.

Customers should be informed transparently whenever a refund is not applicable.

Response- We sincerely regret the frustration caused by your recent ride. The fare estimate shown in the app is based on expected distance and traffic conditions, but the final fare is calculated according to the actual distance and time traveled. In cases of unexpected delays or route changes, the fare may exceed the estimate.

4. Important Reminder

Refunds should only be raised when there is clear evidence that the driver deviated from the planned route without justification.

Unnecessary refunds should be avoided to ensure adherence to the refund policy.