Refund & Cancellation Policy

This Refund Policy applies exclusively to captain subscription fees paid to Eto Rides via Razorpay. All ride fares are paid directly by passengers to captains via cash or UPI at the conclusion of each trip. Eto Rides does not hold or process ride fare payments and therefore has no authority to issue refunds for ride fares.

For ride fare disputes, passengers should address the matter directly with the captain. For any platform-related concern, see our Grievance Redressal Policy.

• Within 7 days of purchase — unused plan: If you purchased a subscription plan and have not used the platform to initiate or accept any rides during the subscription period, you may request a full refund within 7 days of the payment date. The objective test is whether any booking record exists for your account during the subscription period.
• After 7 days: Subscription fees are non-refundable. The subscription remains active for the full plan duration.
• Duplicate payment: If you were charged twice for the same plan due to a technical error, we will refund the duplicate charge in full regardless of the time elapsed.
• Account suspension: If your account is suspended for violations of our Terms of Service, no refund is issued for unused subscription days. You may appeal a suspension within 7 days of the suspension notice by emailing grievance@etorides.com. If the appeal succeeds, any unused pro-rata subscription amount will be refunded within 7 business days.

1. Email support@etorides.com with subject line: Refund Request — [your phone number]
2. Include your registered phone number, Razorpay payment ID (from your payment receipt), and reason for the refund request.
3. We will respond within 2 business days with a decision.
4. Approved refunds are processed to the original payment method within 5–7 business days via Razorpay.

Captain wallet earnings represent completed ride amounts and are not refundable through this policy. Unused EtoCoin balance is forfeited upon account deletion and is not redeemable for cash.

If you believe an unauthorised subscription payment was made, contact us immediately at support@etorides.com or WhatsApp +91 93393 73154 (Mon–Sat, 9AM–8PM IST). We will investigate and respond within 5 business days.

If your dispute is not resolved to your satisfaction, you may escalate to:

• Grievance Officer: grievance@etorides.com — 30-day resolution SLA
• RBI Integrated Ombudsman: cms.rbi.org.in — for payment-related complaints not resolved by us within 30 days

Also see our Grievance Redressal Policy for the full escalation path.