RylodRylod
Refunds & Cancellations

Refund & Cancellation Policy

Last Updated: March 4, 2026

At Rylod, we strive to provide a fair and transparent experience for all users. This Refund and Cancellation Policy outlines the terms under which cancellations and refunds are handled on the Platform.

This Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws.

1. Overview

This Refund and Cancellation Policy ("Policy") governs cancellations and refunds for transportation and parcel delivery services booked through the Rylod Platform.

By using the Platform, you agree to the terms set out in this Policy. This Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. Ride Cancellation by Passenger

A. Free Cancellation

  • Passengers may cancel a booking free of charge if the cancellation is made before the Driver starts moving towards the pickup location.
  • No cancellation fee applies if the Driver has not accepted the booking yet.
  • No cancellation fee applies if the Driver is delayed beyond 10 minutes from the estimated arrival time.

B. Cancellation After Grace Period (Penalty)

  • If a Passenger cancels after the grace period, a cancellation penalty will apply based on the vehicle type of the cancelled booking.
  • The penalty is not charged at the time of cancellation. It is automatically added to and collected from the Passenger's next completed trip on the Platform.
  • The Passenger will be informed of the pending penalty amount before booking their next trip.
  • The penalty amount is distributed among three parties: 20% to the Driver of the next trip (who collects the penalty), 60% to the affected Driver of the cancelled trip, and 20% to Rylod. This ratio is subject to change at Rylod's discretion.
  • Cancellation penalties are non-refundable once collected.

C. Excessive Cancellations

  • Passengers with a high cancellation rate may be subject to higher cancellation penalties.
  • Repeated cancellations may result in temporary suspension of booking privileges.
  • Rylod reserves the right to restrict or deactivate accounts with a pattern of abusive cancellations.

3. Ride Cancellation by Driver

  • Drivers may cancel a booking under legitimate circumstances such as safety concerns, vehicle breakdown, or incorrect booking information.
  • If a Driver cancels without a valid reason, a cancellation penalty will be deducted from the Driver's Credits. The penalty amount is based on the vehicle type of the cancelled booking.
  • Driver cancellation penalties are deducted immediately from the Driver's Credit balance and are non-refundable.
  • Drivers must not cancel bookings based on the Passenger's destination, gender, caste, religion, or any other discriminatory reason. Such cancellations will attract penalties.
  • Frequent or unreasonable cancellations by Drivers will affect their rating and may result in temporary or permanent deactivation.
  • If a Driver cancels after the Passenger has been waiting, the Passenger will not be charged any fee.

4. Automatic Cancellation

A booking may be automatically cancelled in the following scenarios:

  • The Passenger is not present at the pickup location within the waiting period after the Driver arrives.
  • The Driver is unable to contact the Passenger after reasonable attempts.
  • Technical or system errors prevent the completion of the booking.
In cases of automatic cancellation due to Passenger no-show, a cancellation fee and/or waiting charges may apply.

5. Parcel Delivery Cancellation

  • Parcel delivery bookings may be cancelled before the Driver picks up the parcel, subject to standard cancellation fees.
  • Once the Driver has picked up the parcel, the booking cannot be cancelled. The Passenger must complete the delivery or arrange for a return delivery.
  • The sender selects at the time of booking whether payment is collected at pickup (source) or delivery (destination).
  • If payment is set to destination and the recipient refuses to pay, the sender is liable for the fare and any applicable return delivery charges.
  • If a parcel delivery is cancelled due to the parcel containing prohibited or restricted items, no refund will be provided.
  • If the recipient is not available at the delivery location, the Driver will attempt to contact the sender. Additional charges may apply for return trips.

6. Refund Eligibility

Refunds may be issued in the following circumstances:

A. Eligible for Refund

  • Duplicate or erroneous charges processed by the Platform.
  • Trip was not completed but digital payment was deducted.
  • Amount charged differs from the fare agreed upon at the time of booking due to a technical error.
  • Service not provided (Driver did not arrive, trip not started despite payment).
  • Driver did not follow the agreed pickup or drop-off location without Passenger consent.

B. Not Eligible for Refund

  • Change of mind after the trip has been completed.
  • Dissatisfaction with route taken if the route was reasonable and within normal variation.
  • Fare disputes for cash payments (as cash is paid directly to the Driver).
  • Cancellation fees that were legitimately charged per this Policy.
  • Delay in arrival caused by traffic, weather, or other external factors beyond the Driver's control.
  • Promotional credits or discount codes that have expired or been misused.
  • Driver Credits purchased from Rylod. All Driver Credit purchases are final, non-refundable, non-transferable, and cannot be exchanged for cash.

7. How to Request a Refund

To request a refund:

  • Open the Rylod app and navigate to your trip history.
  • Select the trip in question and tap "Report an Issue" or "Request Refund".
  • Provide details of the issue and any supporting evidence (screenshots, etc.).
  • Alternatively, contact support via email at support@rylod.com with your booking ID and details.
Refund requests must be raised within 7 days of the trip date. Requests raised after 7 days may not be processed.

8. Refund Processing

  • Rylod will review the refund request and may contact you for additional information.
  • Refund decisions will be communicated within 3-5 business days of the request.
  • Approved refunds will be processed within 5-7 business days.
  • Refunds will be credited to the original payment method (UPI, wallet, bank account, etc.).
  • Bank processing times may add an additional 3-5 business days for the amount to reflect in your account.
  • Rylod may offer refunds as Platform credits (wallet balance) instead of the original payment method, at its discretion.

9. Cash Payment Disputes

For trips paid in cash:

  • Since cash is paid directly to the Driver, Rylod cannot process refunds for cash transactions.
  • Fare disputes for cash trips should be reported through in-app support.
  • Rylod will mediate between the Passenger and Driver to resolve cash fare disputes.
  • In cases of verified overcharging by the Driver, Rylod may credit the Passenger's wallet or take action against the Driver.

10. Promotional Credits & Coupons

  • Promotional credits and coupons are non-refundable and non-transferable.
  • Expired promotions cannot be reinstated or refunded.
  • If a refund is issued for a trip where a promotional credit was applied, the promotional credit may not be restored.
  • Misuse of promotional offers may result in account suspension and forfeiture of credits.

11. Driver Payment Disputes

For Drivers with payment or settlement concerns:

  • Drivers should raise payment disputes through the Driver section of the app or by contacting support.
  • Commission or fee disputes will be reviewed against the agreed Driver terms.
  • Settlement discrepancies will be investigated and resolved within 7 business days.
  • Rylod reserves the right to withhold or adjust payments in cases of suspected fraud or policy violations.

12. Force Majeure

Rylod shall not be liable for any failure or delay in providing refunds or services due to events beyond its reasonable control, including but not limited to:

  • Natural disasters, floods, earthquakes, or pandemics.
  • Government orders, restrictions, or regulatory changes.
  • Network failures, payment gateway downtime, or banking system outages.
  • Strikes, civil unrest, or other disruptions.

13. Modifications to This Policy

Rylod reserves the right to modify this Refund and Cancellation Policy at any time.

Changes will be communicated through in-app notifications and/or email.

The updated Policy will be effective from the date of posting on the Platform.

Continued use of the Platform after changes constitutes acceptance of the modified Policy.

14. Grievance Redressal

If you are dissatisfied with a refund decision or cancellation charge, you may escalate your concern:

  • Step 1: Contact in-app support or email support@rylod.com with your booking details.
  • Step 2: If unresolved within 7 days, request escalation to the Grievance Officer.
  • Step 3: The Grievance Officer will respond within 30 days as per the DPDP Act, 2023 and IT Act, 2000.
  • Step 4: If still unresolved, you may approach the Consumer Disputes Redressal Commission or the Data Protection Board of India, as applicable.

15. Contact Us

For refund requests, cancellation queries, or any concerns regarding this Policy:

  • In-app support
  • Email: support@rylod.com
  • Registered Office: Abitz Technologies Private Limited, 1st Floor, Raheja Arcade, Unit 131 & 132, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095

Need Help with a Refund?

If you have questions about cancellations or need to request a refund, please reach out to our support team.

Email: support@rylod.com

Address: Abitz Technologies Private Limited, 1st Floor, Raheja Arcade, Unit 131 & 132, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095