Draft pending legal review. This document reflects Ocar's actual practices but has not yet been reviewed by a lawyer. Set LEGAL_DRAFT_NOTICE to false in lib/company.ts once counsel signs off.
1. Cancelling a ride
You can cancel a booking at any time from the ride screen in the Ocar app or website. What it costs depends on how far the booking has progressed:
- Before a driver accepts: free. Nothing is charged, and any amount you already paid online is refunded in full.
- After a driver has accepted: a small cancellation fee may apply, because the driver has already started towards you. The fee amount is shown on the cancellation screen before you confirm, so you always know it up front.
- After the trip has started: the fare for the distance and time already travelled applies.
A cancellation fee is waived where the cancellation is caused by the driver or by a problem on Ocar's side, for example the driver asking you to cancel, not moving towards the pickup point, or being unreachable.
2. When the driver cancels
If a driver cancels after accepting your ride, you are never charged. We automatically look for another driver, and if you choose to stop, any amount you paid online for that ride is refunded in full.
3. When you are eligible for a refund
We refund you in these situations:
- You paid online and the ride was cancelled without a cancellation fee.
- Your money was debited but the booking was not confirmed (failed or duplicate payment).
- The ride could not be provided because no driver was available or the driver did not arrive.
- You were charged more than the fare you were shown, or a fare component was applied incorrectly.
- A dispute you raise is reviewed and we confirm the charge was wrong, in full or in part.
Completed rides charged at the correct fare, and cancellation fees applied as shown before you confirmed, are not refundable.
4. How refunds are paid and how long they take
Online payments (UPI, cards, net banking): refunded to the same account or instrument you paid from. Once we approve a refund it is sent to the payment gateway immediately, and your bank typically credits it within 5 to 7 business days.
Ocar wallet payments: refunded to your Ocar wallet within 24 hours of approval. Refund credit added to your wallet does not expire and can be used on any future ride.
Cash rides: if you were overcharged in cash and the claim is approved, the difference is credited to your Ocar wallet.
Failed or duplicate online payments that were not matched to a booking are automatically reversed to the original payment method within 5 to 7 business days.
5. How to request a refund
Open the ride in your trip history and choose Help & Support to raise a dispute, or email us at support@ocarindia.com with your registered phone number and the ride date. Please raise the request within 7 days of the ride.
We acknowledge every request within 2 business days and review the trip record (route, timestamps, chat and payment history) before deciding. You will be told the outcome, and the reason if a refund is declined, by SMS and in the app.
6. Still not resolved?
If you are unhappy with the outcome, write to our Grievance Officer using the details in our Privacy Policy, or reach us any time on the Contact page. Your bank or card issuer's own dispute process remains available to you as well.