In short: every car shows its cancellation policy before you book. If the owner cancels, you get everything back. Refunds go back to the way you paid, through Cashfree, usually within 5–7 working days.
1. The three cancellation policies
Each owner chooses one policy per car. It is shown on the car page and in your booking, and the policy at the time you booked is the one that applies. Times are counted from the pickup time in the booking.
| Policy | Cancel early enough | Cancel later |
|---|---|---|
| Flexible | Full refund up to 24 hours before pickup | Less than 24 hours before pickup: no refund of the rent |
| Moderate | Full refund up to 72 hours before pickup | Less than 72 hours before pickup: 50% refund |
| Strict | 50% refund up to 7 days before pickup | Less than 7 days before pickup: no refund |
2. If you (the renter) cancel
- Before the owner accepts, or before you've paid: cancel any time, free. Nothing has been charged.
- After the booking is confirmed: cancel from the booking screen in the app. The refund follows the car's policy above and applies to the amount you paid in the app for the trip, including the platform fee. The app shows the exact refund before you confirm the cancellation.
- No-show: if you don't turn up within the pickup window and don't cancel, it counts as a cancellation at pickup time.
3. If the owner cancels
- You get a full refund of everything you paid in the app, including the platform fee and any deposit, whatever the policy.
- We'll also help you find another car for the same dates where we can.
- The same applies if Drivzz cancels a booking for a reason that isn't your fault (for example, the car's papers turn out to be invalid).
4. No licensed driver at pickup
A self-drive car can't be handed over unless someone with a valid driving licence, verified for the booking, will drive. If nobody can, the owner may switch the trip to their own driver (at the extra driver charge) if both of you agree, or cancel. If it is cancelled for this reason, a cancellation fee may be kept, depending on the car's policy: Flexible no fee, Moderate up to one day's rent, Strict up to half the rent. The fee is never more than what you paid, and the rest is refunded.
5. Early returns and changes
- If you return the car early, unused days are not refunded unless the owner agrees in the app.
- To change dates, ask in the app. If the owner accepts, the price difference is charged or refunded. If not, you can keep the booking or cancel under the car's policy.
- Extra km, extra days and approved tolls are added at the end of the trip at the rates shown in the booking.
6. Refundable deposits
- Some owners ask for a refundable security deposit for self-drive trips. The amount is shown before you book.
- A deposit paid in the app is refunded after the return inspection, normally within 2 working days of the trip being completed, less any amounts agreed or decided for damage, fuel, extra km, tolls or fines, which are listed in the app.
- If the deposit is disputed, the undisputed part is refunded first and the rest once the dispute is decided.
- If the owner collects the deposit directly, the owner returns it. The app shows a caution on such cars; agree the return before you leave and keep the handover photos.
7. Failed, duplicate or excess payments
If money is debited but the booking isn't confirmed, or you're charged twice, the amount is refunded automatically, usually within 5–7 working days. If it hasn't arrived after that, write to us with the transaction reference.
8. How and when refunds arrive
- Refunds are sent back to the original payment method (the same UPI account, card or bank account) through Cashfree Payments. We can't refund to a different account or in cash.
- We start the refund within 2 working days of the cancellation or decision. Your bank or card issuer then usually takes 5–7 working days to credit it (UPI is often faster).
- The app shows each refund's status and reference number, which your bank can trace.
9. Money paid to the owner by cash or UPI
Drivzz can only refund money that was paid through the Drivzz app. If you paid part of a trip directly to the owner, the owner refunds that part under the same policy. Drivzz will help with the booking records and can take action against owners who don't, but cannot refund money it didn't receive.
10. Owner monthly plan
The ₹999 monthly plan for owners is paid in advance for one month. You can stop it at any time; it stays active until the end of the paid month and isn't refunded for part of a month, unless it was charged by mistake.
11. Help with a refund
Open the booking in the app and tap Help, or write to support@drivzz.com with your booking code. We reply within one working day. If you're not happy with the outcome, see the grievance process in our terms.