Refund & Cancellation Policy

1.1 Customer-Initiated Cancellations

Free Cancellation Window

• More than 2 hours before pickup: 100% refund (no charges)
• 1-2 hours before pickup: 25% cancellation charge
• Less than 1 hour before pickup: 50% cancellation charge
• No-show (passenger not present): 50% cancellation charge

1.2 How to Cancel

You can cancel your booking through any of the following methods:

• Click the cancellation link in your booking confirmation SMS/email
• Call our 24/7 customer support helpline
• Send a WhatsApp message to our support number
• Email us at support@gozevv.in with your booking ID

1.3 GoZevv-Initiated Cancellations

In rare cases where we need to cancel your booking due to unforeseen circumstances:

• 100% full refund will be processed immediately
• We will attempt to arrange an alternative vehicle at no extra cost
• You will be notified immediately via phone and SMS

2.1 Refund Timeline

Refunds will be processed to the original payment method used for booking:

• UPI/Digital Wallets: 1-3 business days
• Credit/Debit Cards: 5-7 business days
• Net Banking: 5-7 business days
• Cash Payments: Refund via bank transfer within 7 business days

2.2 Refund Method

• Online payments: Refunded to the same card/UPI/wallet
• Cash bookings: Refunded via bank transfer (bank details required)
• Corporate bookings: Adjusted in next month's invoice

2.3 Partial Refunds

Partial refunds may apply in the following scenarios:

• Trip modifications after driver dispatch
• Cancellations within the 1-2 hour window (75% refund)
• Late cancellations within 1 hour (50% refund)

3.1 Booking Modifications

You can modify your booking details up to 1 hour before scheduled pickup:

• Pickup time change: Free (subject to availability)
• Pickup location change: Free (within same city)
• Drop location change: Fare difference may apply
• Date change: Free (subject to availability)

3.2 How to Modify

Contact our customer support team via:

• Phone: Available 24/7
• WhatsApp: Instant response
• Email: support@gozevv.in

4.1 Flight Delays/Cancellations

For airport pickups affected by flight delays or cancellations:

• We track your flight automatically
• Pickup time adjusted automatically (no charges)
• If flight is cancelled, free cancellation up to 2 hours after scheduled landing
• 100% refund if you cancel due to flight cancellation (proof required)

4.2 Medical Emergencies

In case of genuine medical emergencies:

• 100% refund regardless of cancellation time
• Medical certificate or proof may be required
• Contact customer support immediately for expedited processing

4.3 Weather/Natural Disasters

In case of severe weather or natural disasters:

• 100% refund if trip is unsafe to complete
• Option to reschedule without charges
• Decision based on official weather warnings and road conditions

5.1 Passenger No-Show

If you are not present at the pickup location:

• Driver will wait for 15 minutes free of charge
• After 15 minutes: ₹100 per hour waiting charge
• After 30 minutes: Trip marked as no-show, 50% charge applies
• Please inform us immediately if you're running late

5.2 Driver No-Show

If our driver fails to arrive:

• 100% full refund processed immediately
• Alternative vehicle arranged at no extra cost
• Compensation voucher for future bookings

6.1 Corporate Cancellation Policy

For corporate accounts with monthly billing:

• Cancellations adjusted in monthly invoice
• Bulk cancellations: Custom terms apply
• Dedicated account manager for modifications
• Flexible cancellation windows for regular clients

7.1 Refund Initiation

Refunds are initiated:

• Immediately upon cancellation approval
• Automated for eligible cancellations
• Manual review for disputed cases (within 24 hours)

7.2 Refund Tracking

You can track your refund status:

• SMS notification when refund is initiated
• Email confirmation with transaction ID
• Contact support for refund status updates

8.1 Filing a Dispute

If you disagree with cancellation charges:

• Contact customer support within 48 hours
• Provide booking ID and reason for dispute
• Our team will review within 24-48 hours
• Decision communicated via email

8.2 Escalation Process

If not satisfied with initial resolution:

• Request escalation to senior management
• Email: escalations@gozevv.in
• Response within 3 business days

Please Note:

• All times mentioned are based on scheduled pickup time, not booking time
• Refund timelines depend on your bank/payment provider
• GoZevv is not responsible for delays by payment gateways
• Screenshots of cancellation confirmation should be retained
• This policy is subject to change with prior notice

Need Help with Cancellation?

For cancellations and refunds:

• Phone: Available 24/7
• Email: refunds@gozevv.in
• WhatsApp: +91 84467 81432
• Support Hours: 24/7 (365 days)

Physical Product Returns: Because GoZevv provides transportation services and does not sell physical merchandise, physical product returns are not applicable.

• Return Window: Not applicable (0 days).
• Return Cost / Shipping Fees: There is no return shipping cost. Return cost is free (₹0).
• Restocking Fee: We do not charge any restocking fees (₹0).
• Condition Requirements: Not applicable.

This section is provided to comply with automated e-commerce policy crawlers regarding return shipping costs and restocking fees.

Last Updated: January 2, 2026 Effective Date: January 2, 2026 Version: 1.0

For any questions regarding this policy, please contact us at legal@gozevv.in