Cancellation & Refund Policy

Effective Date: 28/6/2026

At Caxi, we value both our riders' time and our drivers' effort. We understand that plans can change, which is why we have designed a fair cancellation policy.

1. Regular Rides (City Cabs, Autos & Bikes)

For on-demand city rides, our cancellation fees and wait times vary based on the vehicle type you choose (e.g., Bikes have shorter wait times than Cabs). These fees compensate the driver for their time and fuel if they have already made significant progress towards your pickup location.

• Free Cancellation: You can cancel your ride for free within the vehicle's initial free cancellation window after the driver accepts the trip, or anytime before the driver is dispatched.
• Late Cancellation Fee: If you cancel after the free cancellation window has passed and the driver is en route, a base cancellation fee applies based on the vehicle category.
• Wait Time & Arrival: Once the driver arrives at the pickup location, a vehicle-specific grace period begins (e.g., 2 minutes for bikes, 5 minutes for cabs). If you cancel after the driver has arrived, or if the grace period expires without you boarding, an arrival cancellation fee plus an extra per-minute wait fee may be charged as per the vehicle's rate card.
• Legal Cap: In compliance with the Motor Vehicle Aggregator Guidelines, all regular ride cancellation fees are strictly capped at 10% of the total estimated fare, up to a maximum of ₹100.

2. Outstation & Scheduled Cabs

For scheduled outstation rides, the following simple time-based policy applies:

• 2+ Hours Before Departure: If you cancel more than 2 hours before your scheduled departure time, you will receive a full refund of your paid amount minus a 5% processing fee.
• Late Cancellation (Within 2 Hours): If you cancel within 2 hours of your scheduled departure time, the platform will retain the partial advance booking amount as a cancellation fee. If you paid the full amount in advance, you will receive a refund for the remainder.

3. Shared Cabs

When booking seats in a shared cab, your reservation blocks other passengers from booking those seats:

• 2+ Hours Before Departure: If you cancel more than 2 hours before the boarding time, you will receive a full refund of your paid amount minus a 5% processing fee.
• Late Cancellation (Within 2 Hours): If you cancel within 2 hours of the boarding time, the partial advance payment amount will be kept as a cancellation fee. If you paid in full, the rest will be refunded.

4. Travellers (Minibuses & Vans)

Traveller bookings are handled separately on an on-demand basis. After you submit a request, our team manually assigns a vehicle for your trip:

• 2+ Hours Before Departure: If you cancel more than 2 hours before your scheduled departure time, you will receive a full refund of your paid amount minus a 5% processing fee.
• Late Cancellation (Within 2 Hours): If you cancel within 2 hours of your departure time, the partial advance booking amount is retained as a cancellation fee to compensate for the blocked vehicle. Any excess amount paid will be refunded.

5. Driver Cancellations

If a driver cancels your ride or fails to arrive at the pickup location within a reasonable time, you will not be charged any cancellation fee. If an advance payment was made, it will be fully refunded to you.

6. Refund Process

When a refund is due (either from a free cancellation or the remainder of a late cancellation):

• Wallet Payments: Refunds for payments made via the Caxi Wallet are credited back to your wallet instantly.
• Online Gateways: Refunds for payments made directly via credit card, debit card, or UPI will be processed back to the original payment method. Depending on your bank, it may take 5-7 business days for the funds to reflect in your account.

7. Disputes

If you believe you were charged a cancellation fee unfairly (for example, if the driver refused to come to your location or asked you to cancel), you can raise a dispute through the "Support" section in the Caxi App. Our team will review the trip details and GPS logs, and process a refund if the charge was applied in error.