Cancellation & Refund Policy.

Last updated: 23 August 2026

1. Scope

This policy explains how ride cancellations, no-shows, and refunds are handled for rides booked through the Zapsam Platform, operated by Zapsam Mobility Technologies Private Limited. Rides on Zapsam are on-demand transportation services facilitated between riders and independent partners; because a service is a real-time trip rather than a shippable good, cancellation and refund handling follows the structure below rather than a standard product-return process.

2. Rider-initiated cancellations

• Before a partner is assigned: a rider may cancel a requested ride at no charge.
• After a partner is assigned but before pickup: a cancellation fee may apply if the partner has already started travelling to the pickup location, to compensate the partner for time and distance covered. This fee, where applicable, is shown to the rider in the app before the cancellation is confirmed.
• After the trip has started: the ride is treated as taken and the applicable fare for the distance/time covered applies; it is not eligible for cancellation.

3. Partner-initiated cancellations

Partners may cancel an assigned ride in limited circumstances (for example, safety concerns or a rider not being present at the pickup point after reasonable waiting time). Riders are not charged a cancellation fee when a partner cancels a ride, and are automatically offered the option to request another partner where available.

4. No-shows

If a rider is not present at the pickup location after the partner has waited for a reasonable period communicated in the app, the partner may mark the ride a "no-show." A no-show fee may apply to compensate the partner, shown to the rider at the time it is charged.

5. Refunds

Refunds may be issued at Zapsam's discretion in situations including but not limited to:

• A rider was charged for a ride that did not take place due to a technical or dispatch error.
• A rider was charged twice for the same completed ride.
• A cancellation or no-show fee was applied incorrectly.

To request a refund, contact us at admin@zapsam.com with your trip details. Where a refund is approved, it will generally be initiated within 5–7 business days, subject to the processing timelines of our payment provider and the rider's bank or payment method.

6. Disputed charges

If you believe you were charged incorrectly, please raise it with us before disputing the charge with your bank or card issuer — most issues can be resolved faster directly with our support team at admin@zapsam.com.

7. Partner payouts and adjustments

Where a cancellation or refund affects a ride, the applicable adjustment may be reflected in the partner's Zapsam earnings or wallet balance in accordance with the applicable ride, cancellation, and refund terms agreed with partners during onboarding.

8. Changes to this policy

We may update this Cancellation & Refund Policy from time to time. Material changes will be reflected by updating the "Last updated" date above.

9. Contact us

For any cancellation or refund query, write to admin@zapsam.com. See also our Terms & Conditions and Payments pages.