Refund & Cancellation Policy

1 User-Initiated Cancellations

If you need to cancel your booking, the refund amount depends on when you cancel:

1.1 How to Cancel

1. Open the TrishaGo app
2. Go to "My Bookings"
3. Select the booking you want to cancel
4. Tap "Cancel Booking"
5. Select cancellation reason (helps us improve)
6. Confirm cancellation
7. You'll receive instant confirmation via email and SMS

1.2 No-Show Policy

If you do not show up for vehicle pickup without canceling:

• No Refund: 100% of the booking amount is forfeited
• Vendor Compensation: The vendor has reserved the vehicle for you and declined other potential bookings
• Grace Period: 30-minute grace period after scheduled pickup time, after which it's considered a no-show

2 Vendor-Initiated Cancellations

While rare, sometimes vendors may need to cancel confirmed bookings due to unforeseen circumstances (vehicle breakdown, emergency, etc.).

2.1 Full Refund Guarantee

If a vendor cancels your confirmed booking:

• 100% Refund: Full refund of your booking amount to the original payment method
• No Questions Asked: Refund processed regardless of timing
• Fast Processing: Refund initiated immediately upon cancellation

2.2 Compensation & Alternatives

In addition to the full refund, we provide:

• Wallet Credit: Additional 20% of booking amount added to your TrishaGo Wallet as compensation for the inconvenience
• Alternative Vehicle: We will actively search for an alternative vehicle that meets your requirements
• Price Matching: If alternative is more expensive, we'll cover the price difference (up to 20% of original booking)
• Priority Support: Dedicated support agent to help you find a replacement quickly

2.3 Notification

If a vendor cancels:

• Immediate notification via SMS, email, and in-app alert
• Phone call from TrishaGo support (for cancellations within 24 hours of pickup)
• Explanation of reason for cancellation
• Clear next steps and alternatives

3 Refund Processing Timeline

3.1 TrishaGo Wallet Refunds

Refunds to TrishaGo Wallet are processed instantly:

• Timing: Immediate upon cancellation confirmation
• Usage: Available immediately for new bookings
• Validity: No expiry date (as long as your account is active)
• Auto-Apply: Automatically applied to your next booking

3.2 Original Payment Method Refunds

Refunds to credit/debit cards, UPI, or net banking:

3.3 Why Refunds Take Time

While we initiate refunds immediately, the actual credit to your account depends on:

• Payment Gateway Processing: Cashfree processes refunds in batches (typically 24-48 hours)
• Bank Processing: Your bank may take 3-7 business days to credit your account
• Weekends & Holidays: Banks don't process refunds on weekends or public holidays
• International Cards: May take longer due to currency conversion and international processing

3.4 Tracking Your Refund

You can track your refund status:

• In-App: Go to "My Bookings" → "Canceled" → View refund status
• Email: Refund initiation and completion emails
• Support: Contact support with your booking ID for real-time status

4 Booking Modifications

If you need to modify your booking instead of canceling:

4.1 Date/Time Changes

• At least 24 hours before pickup: Free modification (subject to vehicle availability)
• Less than 24 hours: Treated as cancellation + new booking (cancellation charges apply)
• Extension: Contact vendor directly to extend rental (subject to availability)

4.2 Vehicle Upgrade

• Possible if alternative vehicle is available
• Pay only the price difference
• No cancellation charges

4.3 Vehicle Downgrade

• Treated as cancellation + new booking
• Original cancellation policy applies
• Price difference refunded according to cancellation timeline

4.4 How to Modify

1. Contact TrishaGo support: trishago.travel@gmail.com or call +91-7900960956
2. Provide booking ID and modification details
3. Support will check availability and send modified booking confirmation
4. Accept the modification to complete the process

5 Early Returns

If you return the vehicle earlier than your scheduled return time:

5.1 Standard Policy

• No Refund: No refund for unused rental days/hours
• Rationale: Vendor has reserved the vehicle for your entire booking period
• Exception: If agreed directly with vendor before booking

5.2 Special Circumstances

Pro-rated refunds may be considered for:

• Medical Emergency: With supporting medical documents
• Natural Disaster: Government advisory or travel restrictions
• Vehicle Issues: If vendor cannot resolve breakdown within 4 hours

Contact TrishaGo support with supporting documentation for consideration.

6 Force Majeure & Emergency Situations

6.1 Definition

Force majeure refers to unforeseeable circumstances beyond anyone's control:

• Natural disasters (earthquakes, floods, landslides)
• Pandemics or epidemics with travel restrictions
• Civil unrest, riots, or political instability
• Government-imposed lockdowns or travel bans
• Acts of war or terrorism

6.2 Refund Policy in Force Majeure

In case of force majeure events:

• 100% Full Refund: Complete refund regardless of cancellation timing
• Your Choice: Refund to original payment method OR TrishaGo Wallet
• Flexible Rebooking: Rebook at same rate when situation normalizes (valid for 6 months)
• Extended Wallet Validity: If choosing wallet refund, credits valid for 12 months

6.3 Government Travel Advisories

If government issues travel advisory for your destination:

• Full refund with no cancellation charges
• TrishaGo will monitor official advisories and notify affected users
• Automatic cancellation if government prohibits travel

7 Partial Service Issues

7.1 Vehicle Breakdown During Rental

If the vehicle breaks down during your rental period:

• Immediate Support: Contact vendor first, then TrishaGo support
• Repair Attempt: Vendor has 4 hours to resolve the issue
• Replacement Vehicle: If not fixed within 4 hours, vendor must provide replacement or full refund
• Pro-rated Refund: Refund for downtime if no replacement available

7.2 Vehicle Not as Described

If the vehicle significantly differs from listing (wrong model, poor condition, etc.):

• Immediate Rejection: You may reject the vehicle at pickup without penalty
• Full Refund: 100% refund to original payment method
• Alternative: We'll find an alternative vehicle immediately
• Compensation: 10% wallet credit for the inconvenience

7.3 Vendor Service Issues

For vendor-related service issues (rude behavior, overcharging attempts, etc.):

• Document the issue with photos/videos if possible
• Report to TrishaGo support immediately
• Continue rental or request immediate alternative
• Full investigation by TrishaGo team
• Potential compensation based on severity

8 Disputed Charges

8.1 Damage Charges

If you dispute damage charges claimed by vendor:

1. Initial Dispute: File dispute within 48 hours of charge notification
2. Evidence Submission: Submit photos from pickup showing no pre-existing damage
3. TrishaGo Review: Our team reviews evidence from both parties
4. Third-Party Assessment: If dispute continues, independent mechanic assessment (cost split 50-50)
5. Final Decision: Based on all evidence; decision is binding

8.2 Fuel Charges

If you dispute fuel shortfall charges:

• Provide photos of fuel gauge at pickup and return
• Fuel station receipts if you filled up
• TrishaGo will mediate between you and vendor

8.3 Late Return Charges

If you dispute late return charges:

• Provide evidence of timely return (photos with timestamp)
• Communication records showing vendor was informed
• TrishaGo reviews vendor's logs and your evidence

9 Refund Exceptions & Limitations

9.1 Non-Refundable Situations

Refunds are NOT provided in the following cases:

• User Violation: If you violated Terms of Service (drunk driving, illegal activities, etc.)
• Document Issues: If you couldn't provide valid license or ID at pickup (your responsibility)
• Personal Change of Mind: After vehicle pickup, no refund for early return (unless vehicle issue)
• Third-Party Bookings: If you booked through unauthorized resellers

9.2 Maximum Liability

• TrishaGo's maximum refund liability is limited to the amount you paid for the specific booking
• We are not liable for consequential losses (hotel cancellations, missed events, etc.)
• Travel insurance is recommended for comprehensive coverage

9.3 Payment Gateway Fees

• Payment gateway charges (typically 2-3% of transaction) are non-refundable
• These are third-party charges beyond TrishaGo's control
• Wallet refunds avoid these fees

10 Policy Updates & Changes

We may update this Refund & Cancellation Policy from time to time:

• Notification: Significant changes will be communicated via email and in-app notification
• Grace Period: 7 days notice before policy changes take effect
• Active Bookings: Policy in effect at time of booking applies (not updated policy)
• Review: We recommend checking this policy periodically

Last major update: February 10, 2025