Cancellation & Refund Policy

1.1This Cancellation & Refund Policy (the “Policy”) shall apply to all bookings initiated through Eto Rides (“Provider”, “Platform”), including passenger and goods-related bookings where offered.

1.2This Policy shall be read together with the Terms of Service and other applicable policies. Where there is a conflict, the Provider may apply the stricter requirement to the maximum extent permitted by law.

1.3Fees and refund outcomes may depend on booking stage, verification results, local operational constraints, and applicable law.

1.4The Provider may update this Policy from time to time. Continued use of the Platform after publication shall constitute acceptance of the updated Policy.

2.1“Cancellation” means termination of a booking before completion of the service.

2.2“Cancellation Fee” means a fee that may apply based on booking stage and timing, where shown in-app.

2.3“Refund” means any approved amount returned or adjusted for an eligible case in accordance with this Policy.

2.4“No-show” means the User or the Captain does not appear or is not reachable within a reasonable time at pickup as determined by platform rules.

3.1Where the Platform displays a Cancellation Fee at the time of cancellation, the User shall be liable to pay such fee subject to applicable law.

3.2Cancellation fees (if any) are intended to compensate for costs incurred after acceptance and dispatch (including time and distance) and to deter repeated abuse of cancellations.

3.3The applicable amount, if any, shall be displayed in-app based on booking stage and may vary by city and operational conditions.

4.1Refund eligibility shall be determined on a case-by-case basis and may require verification using platform logs and available evidence.

4.2Refunds may be full or partial depending on service stage, components already delivered (including waiting time), and applicable fees.

4.3Fraudulent, abusive, or materially false claims may result in denial of refunds and may lead to account restrictions.

5.1A refund request shall be raised through official support channels and shall include booking ID and a clear description of the issue.

5.2The Provider may verify requests using booking status, timestamps, geo-signals, and other available logs and evidence.

5.3Where approved, refunds shall be initiated to the original payment method where applicable, subject to payment rail limitations and compliance checks.

5.4Processing time depends on banks/payment networks; the Provider may share status updates upon request.

6.1If the User disputes a fee or refund decision, the User may request a review and provide additional evidence.

6.2Escalations shall follow the Grievance Redressal process and timelines published on the Platform.

6.3The Provider may rely on platform logs and verification outcomes as primary evidence for dispute review.