Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy applies to all bookings made through the Tirriwala mobile application, operated by Zetuka Tech Private Limited. By booking a ride or service, you agree to the terms of this policy.

Refunds are processed based on the nature of the cancellation, the payment method used, and the stage at which the cancellation or issue occurred.

2. Cancellation by the Customer

Before Driver Assignment:

• Cancellation is free of charge at any time before a driver accepts your request.
• If you paid in advance (pre-paid booking), a full refund will be initiated.

After Driver Assignment — Before Driver Arrival:

• You may cancel within 2 minutes of driver assignment at no charge.
• Cancellations made more than 2 minutes after driver assignment may attract a cancellation fee of ₹20–₹50 depending on vehicle type and distance the driver has travelled.
• The cancellation fee compensates the driver partner for time and fuel spent.

After Driver Arrival:

• Cancelling after the driver has arrived at the pickup point will result in a no-show fee equivalent to 10–15 minutes of waiting charges.
• This fee is non-refundable.

Scheduled Rides:

• Free cancellation up to 30 minutes before the scheduled pickup time.
• Cancellations within 30 minutes of the scheduled time attract the standard cancellation fee.

3. Cancellation by the Driver

If a driver cancels your trip after accepting:

• You will receive a full refund of any pre-paid amount immediately.
• No cancellation fee will be charged to you.
• We will attempt to match you with another available driver.
• Drivers who frequently cancel are penalised under our driver partner policy.

4. Eligible Refund Scenarios

You are entitled to a full or partial refund in the following situations:

• ✅ Duplicate payment charged for a single booking
• ✅ Fare charged significantly higher than the estimate shown at booking (subject to investigation)
• ✅ Trip cancelled by the driver after pre-payment
• ✅ Service not delivered due to a technical error on our platform
• ✅ Overcharge due to incorrect route recorded by the app (verified by GPS logs)
• ✅ Pre-paid booking where no driver was available and the trip could not be completed

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

• ❌ Trip completed successfully — disagreement with the fare after completion
• ❌ Delays due to traffic, weather, or road conditions beyond our control
• ❌ Customer was not present at the pickup location when the driver arrived
• ❌ Customer provided incorrect pickup location
• ❌ Cash payments (cash trips are settled directly with the driver)
• ❌ Promotional ride credits, discount coupons, or cashback amounts
• ❌ Cancellation fee charged as per this policy
• ❌ Waiting charges accrued due to customer delay

6. How to Request a Refund

To raise a refund request:

1. Open the Tirriwala app and go to My Trips.
2. Select the relevant trip and tap Report an Issue.
3. Choose the appropriate issue type and provide details.
4. Our support team will review your request within 2–3 business days.
5. You may also email us at support@tirriwala.com with your booking ID and issue description.

7. Refund Processing Time

Once a refund is approved, the timeline for credit depends on your payment method:

• UPI / Wallets: 24–48 hours
• Debit / Credit Card: 5–7 business days
• Net Banking: 3–5 business days
• Tirriwala Wallet Credit: Instant (if opted for wallet refund)

Refunds are credited to the original payment source. Bank processing times may vary and are outside our control.

8. Wallet Credits

If you choose to receive your refund as Tirriwala Wallet Credits:

• Credits are added instantly to your in-app wallet.
• Credits can be used for future rides on the Tirriwala platform.
• Wallet credits are non-transferable and cannot be converted to cash.
• Credits expire 12 months from the date of issuance.

9. Outstation and Rental Bookings

For outstation and rental (hourly/daily) bookings:

• Cancellation more than 2 hours before the scheduled departure: Full refund.
• Cancellation within 2 hours of the scheduled departure: 25% of the total fare charged as cancellation fee.
• Cancellation after the trip has commenced: No refund for the distance covered; remaining amount (if any) refunded within 5 business days.

10. Parcel Delivery

• Cancellation before pickup: Full refund.
• Cancellation after parcel is picked up: No refund. A return delivery charge may apply if the parcel needs to be returned.
• Loss or damage of parcel: Subject to our driver partner liability policy. Please contact support immediately.

11. Dispute Resolution

If you are unsatisfied with the resolution of your refund request, you may escalate it:

1. Email grievance@tirriwala.com with your complaint and booking details.
2. Our Grievance Officer will respond within 30 days as required under Indian consumer protection law.
3. You may also approach the appropriate consumer forum under the Consumer Protection Act, 2019.

12. Policy Updates

Zetuka Tech Private Limited reserves the right to amend this Refund Policy at any time. Changes will be communicated through the app and on this page. The updated policy will apply to all bookings made after the effective date of the change.

13. Contact

• Company: Zetuka Tech Private Limited
• CIN: U62099AS2026PTC030525
• Registered Address: Cinema Hall Rd, Natun Bazar, Lakhipur, Goalpara, Assam — 783129
• Directors: Nehrur Islam & Shoriful Islam
• Brand: Tirriwala
• Support Email: support@tirriwala.com
• Response Time: 2–3 business days for refunds; 30 days for grievances