Cancellation & Refund Policy
Last updated: June 2026
⚡ Quick Summary
Free Cancellation
More than 2 hours before scheduled time
₹50 Fee
Within 2 hours of scheduled time
₹100 Fee
After driver is assigned & en route
1. Cancellation by Customer
| When You Cancel | Cancellation Fee | Refund |
|---|---|---|
| More than 2 hours before trip | No fee (Free) | Full refund within 24 hrs |
| 30 min – 2 hours before trip | ₹50 | Amount minus ₹50 within 48 hrs |
| Less than 30 min before trip | ₹100 | Amount minus ₹100 within 48 hrs |
| After driver is en route / arrived | ₹100 + travel cost | Partial refund within 5 days |
| After trip has started | No refund | Billed for time used |
2. Cancellation by AidGo
In rare cases, AidGo may cancel a booking due to driver unavailability, safety concerns, or unforeseen circumstances. In such cases:
- Full refund processed within 24 hours
- No cancellation fee charged to the customer
- Customer notified immediately via WhatsApp/SMS
- Priority rebooking offered if drivers become available
3. No-Show Policy
If the driver arrives at the pickup location and the customer does not appear within 15 minutes of the scheduled time:
- Waiting charge: ₹3/minute after 15 minutes
- After 30 minutes of no contact, booking is marked as no-show
- No-show fee: ₹150 (covers driver's time and travel)
- No refund for no-shows
4. Refund Methods & Timelines
| Payment Method | Refund Timeline |
|---|---|
| UPI (Google Pay, PhonePe, etc.) | 24–48 hours |
| Debit/Credit Card | 5–7 business days |
| Net Banking | 5–7 business days |
| Wallet (future) | Instant credit to AidGo wallet |
| Cash payment bookings | No refund needed (not charged) |
5. Subscription / Monthly Bookings
- Monthly subscriptions can be cancelled with 7 days notice before next billing cycle
- Pro-rated refund for unused days if cancelled mid-cycle
- Cancellation applies from the next billing date
6. Exceptions & Special Cases
- Natural disasters / extreme weather: Full refund, no penalty
- Government-imposed lockdowns: Full refund or credit for future booking
- Medical emergency: Full refund with supporting documentation
- Driver misconduct: Full refund + free next ride credit
- Vehicle breakdown (customer's car): Billed only for time served
7. How to Cancel
📱 Via App/Website
- Go to My Trips
- Select the booking
- Tap "Cancel Booking"
- Confirm cancellation
📞 Via Phone/WhatsApp
Call +91 9037 813 146 or message on WhatsApp with your booking number.
8. Disputes & Support
If you believe a cancellation fee was charged unfairly, please contact us within 7 days of the booking date. We review all disputes within 48 hours.
📧 Email: support@aidgo.in
📞 Phone: +91 9037 813 146
💬 WhatsApp: Chat with us
This policy is governed by the laws of India. AidGo reserves the right to modify this policy with prior notice to users. By using our services, you agree to the terms outlined above.
AidGo Tech-Enabled Mobility Solutions
Registered in Kerala, India