Refund & Cancellation Policy

1. Cancellation Edge Cases

While our general policy is strictly no refunds after confirmation, exceptions are made only under the following specific edge cases:

• The ride host (driver) cancels the trip entirely.
• The ride host fails to show up at the designated pickup location at the agreed-upon time.
• Significant safety concerns are reported and verified prior to the start of the journey.

In such valid edge cases, users must report the issue to our support team within 12 hours of the scheduled departure time to be eligible for a refund review.

2. Failed Transaction Handling

If your payment attempt fails but the amount is debited from your bank account, the transaction is considered incomplete by our Razorpay gateway. In such instances, the debited amount will automatically bounce back to your original payment method. You will need to initiate a new booking on the Coolpool platform.

3. Duplicate Payment Handling

In the rare event of a duplicate payment processing error for a single seat reservation, our system will identify the anomaly. We will process a full refund for the duplicate charge upon user notification and internal verification.

4. Refund Timelines (Platform Issues)

If a refund is approved due to a platform issue or a valid cancellation edge case, it will be processed through our payment gateway, Razorpay. The credited amount will reflect in your original payment method within 5-7 business days, depending on your bank's processing timelines.