Life happens. Here's how we handle cancellations fairly for both drivers and passengers — the cut-offs, the refunds, and the exceptions.
Passengers who cancel a booking are refunded based on how close to departure the cancellation happens:
| Cancelled | Refund to passenger | Compensation to driver |
|---|---|---|
| More than 24 hours before departure | 100% (minus ₹25 platform fee) | Nil |
| 4 to 24 hours before departure | 75% | 25% of fare |
| 1 to 4 hours before departure | 25% | 75% of fare |
| Less than 1 hour before, or after departure time | 0% | 100% of fare |
Drivers who cancel affect multiple passengers. Cancellation rules:
| Cancelled | Passenger refund | Driver consequence |
|---|---|---|
| More than 24 hours before departure | 100% | No penalty (occasional) |
| 4 to 24 hours before departure | 100% + ₹50 inconvenience credit | Penalty added to driver record |
| Less than 4 hours before, or no-show | 100% + ₹150 inconvenience credit | Penalty + possible suspension |
Drivers with repeated late cancellations may be temporarily or permanently suspended. Cancellation rate is a factor in your driver rating.
A no-show is when a confirmed party fails to appear at the pickup point without cancelling.
Full refunds regardless of timing apply in the following situations:
To claim an exceptional cancellation, email support@triply.in with documentation within 7 days.
Refunds are initiated immediately upon cancellation and typically reach your account within:
Bank processing times are outside Triply's control. If a refund takes longer than 10 business days, contact your bank first, then us.
If you disagree with a cancellation outcome, raise a dispute within 7 days by emailing support@triply.in or through the in-app help. Disputes are reviewed within 48 hours. Escalations go to our Grievance Officer.