Cancellation & Refund Policy

1.1This Cancellation & Refund Policy (the “Policy”) applies to captain subscription payments made to Eto Rides (“Provider”, “Platform”) via Razorpay. Ride fares are paid directly by passengers to captains in cash or via UPI; Eto Rides does not hold or process ride fares and therefore cannot refund them.

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.

1.3Refund outcomes for subscriptions may depend on the time since purchase, whether the platform was used during the subscription period, 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“Subscription” means a paid captain plan that grants access to the Eto Rides captain platform for a defined period.

2.2“Subscription Period” means the duration for which a purchased plan remains active.

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

2.4“Ride Fare” means the amount payable by a passenger directly to a captain for a trip; it is settled directly between them and is outside the scope of platform refunds.

3.1All ride fares are paid directly by the passenger to the captain in cash or via UPI at the end of each trip. Eto Rides does not levy, collect, hold, or refund ride fares.

3.2Any dispute over a ride fare or a cancellation between a passenger and a captain should be settled directly between them. For a UPI payment dispute, contact support within 24 hours with the UPI transaction reference ID and we will assist where possible.

3.3Eto Rides is not a Payment Aggregator for ride fares under RBI guidelines. Razorpay is used solely for captain subscription payments.

4.1A full refund may be requested within 7 days of purchase if the captain has not used the platform to accept any rides during the subscription period; the objective test is whether any booking record exists for the account in that period.

4.2After 7 days, subscription fees are non-refundable and the plan remains active for its full duration. Duplicate subscription charges are refunded in full regardless of the time elapsed.

4.3If an account is suspended for violating the Terms, no refund is issued for unused days; a suspension may be appealed within 7 days by emailing grievance@etorides.com, and if the appeal succeeds any unused pro-rata amount is refunded within 7 business days.

5.1A refund request shall be raised through official support channels and shall include your registered phone number and the Razorpay payment ID from your receipt.

5.2The Provider may verify the request using subscription records, payment status, and account booking history.

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

5.4Approved refunds are typically processed within 5–7 business days; actual credit time depends on banks and payment networks.

6.1If you dispute a subscription charge or a refund decision, you may request a review and provide additional evidence.

6.2Escalations follow the Grievance Redressal process and timelines published on the Platform; our Grievance Officer responds within 30 days.

6.3If a payment-related complaint is not resolved within 30 days, you may escalate to the RBI Integrated Ombudsman at cms.rbi.org.in.