Refund Policy

Last updated: June 26, 2025

We understand that plans can change. Our refund policy is designed to be fair and transparent while protecting both customers and vendors.

1. General Refund Policy

Refunds are processed based on the timing of your cancellation and the type of booking. We aim to process all eligible refunds within 5-7 business days.

Important: Refund eligibility depends on cancellation timing, vendor policies, and booking type.

2. Cancellation Timeline & Refunds

More than 24 Hours Before Pickup

  • Full Refund: 100% refund of rental charges
  • Security Deposit: Fully refundable
  • Processing Fee: ₹50 convenience fee may apply

6-24 Hours Before Pickup

  • Partial Refund: 75% refund of rental charges
  • Security Deposit: Fully refundable
  • Cancellation Fee: 25% of booking amount

2-6 Hours Before Pickup

  • Limited Refund: 50% refund of rental charges
  • Security Deposit: Fully refundable
  • Cancellation Fee: 50% of booking amount

Less than 2 Hours or No-Show

  • No Refund: 0% refund of rental charges
  • Security Deposit: May be forfeited
  • Full Charge: 100% booking amount charged

3. Special Circumstances

Full Refund Eligible

  • Vehicle breakdown or unavailability due to vendor issues
  • Medical emergencies (with valid documentation)
  • Natural disasters or government-imposed restrictions
  • Vendor cancellation or service failure
  • Significant vehicle condition issues upon pickup

Modified Refund Terms

  • Weather Conditions: 75% refund for severe weather warnings
  • Flight Delays: Case-by-case evaluation with proof
  • Personal Emergencies: 50% refund with documentation

4. Monthly Subscription Refunds

Monthly Plans

  • Cancelled within 3 days: Full refund
  • Cancelled within 7 days: 80% refund
  • After 7 days: Prorated refund for unused period

Pay-as-you-go

Standard cancellation policy applies to each individual booking.

5. Security Deposit Refunds

Security deposits are typically refunded within 3-5 business days after vehicle return, subject to:

  • Vehicle Inspection: No damage or excessive wear
  • Fuel Policy: Vehicle returned with agreed fuel level
  • Cleanliness: Interior in acceptable condition
  • Traffic Violations: No pending challans or tickets
  • Late Return: No additional charges incurred

Note: Deposits may be partially or fully retained for damages, excessive cleaning, traffic violations, or late returns.

6. Refund Process

How to Request a Refund

  1. Log into your account and navigate to booking history
  2. Select the booking you want to cancel
  3. Click "Cancel Booking" and provide reason
  4. Submit cancellation request
  5. Receive confirmation email with refund details

Processing Timeline

  • Credit/Debit Cards: 5-7 business days
  • Digital Wallets: 2-3 business days
  • Bank Transfers: 3-5 business days
  • UPI Payments: 1-2 business days

7. Vendor Cancellations

If a vendor cancels your booking:

  • Full Refund: 100% refund regardless of timing
  • Compensation: Additional ₹500 credit to your account
  • Alternative Vehicle: We'll help find a replacement
  • Priority Support: Dedicated assistance for rebooking

8. Non-Refundable Situations

  • Violation of terms and conditions
  • Fraudulent bookings or payment disputes
  • Vehicle misuse or unauthorized modifications
  • Completion of rental period (no partial refunds)
  • Third-party service fees (tolls, parking, fuel)

9. Dispute Resolution

If you disagree with a refund decision:

  1. Contact our customer support within 7 days
  2. Provide relevant documentation and evidence
  3. Allow 3-5 business days for review
  4. Escalate to management if unsatisfied
  5. Final resolution within 10 business days

10. Contact for Refunds

Customer Support: support@zondoda.com

Refund Helpline: +91 98765 43212

Hours: 24/7 for urgent matters

Live Chat: Available on website and app

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