Refund & Cancellation Policy
1. Scope
This policy explains cancellation, charges and refunds for bookings made through CabNero. It should be read with our Terms of Service. Any cancellation or refund rule shown on the booking screen for a specific trip prevails over the general rules below.
2. Cancelling a booking
You can cancel from My Bookings before the trip starts, or by contacting us on +91 832 932 7891 / WhatsApp +91 7447 21 5005. A trip that has already started (trip-start OTP verified) cannot be cancelled for a refund; the fare for the distance/time used applies.
3. Cancellation charges
- Cancelled more than 24 hours before the pickup time: no cancellation charge; the full advance paid is refundable.
- Cancelled between 6 and 24 hours before pickup: a cancellation charge may apply, up to the advance amount shown at booking; the balance is refunded.
- Cancelled less than 6 hours before pickup, or the passenger does not show up (no-show): the advance may be retained to compensate the vendor/driver for the trip reserved.
- Outstation, multi-day, event and special-vehicle bookings may have different charges; these are shown at booking time and in your booking confirmation.
4. Cancellation by CabNero, vendor or driver
If we, the vendor or the driver cancel or cannot provide the vehicle, we will try to offer an alternative vehicle. If you do not want the alternative, you get a full refund of any amount paid online, with no cancellation charge.
5. Refund eligibility
- Booking cancelled within the free-cancellation window (section 3).
- Cancelled by CabNero/vendor/driver (section 4).
- Duplicate or failed-but-debited payments, and amounts charged more than once for the same booking.
- Service not delivered as booked, after we review the trip record. Please report within 48 hours of the trip.
6. How and when refunds are paid
- Approved refunds are returned to the same method used for payment (UPI, card, net banking or wallet).
- We initiate the refund within 2 business days of approval. It normally reaches your account in 5–7 business days, depending on your bank or payment provider.
- Payment-gateway or bank charges deducted by the provider on the original transaction are not refundable unless the failure was on our side.
- If the amount was paid directly to the vendor/driver in cash or UPI, the refund is handled by that vendor/driver as agreed, and we will help in following it up.
7. Failed payments and double debits
If money is debited but the booking shows as unpaid or failed, the amount is automatically reversed by your bank/payment provider, usually within 5–7 business days. If it is not, send us the transaction ID and a screenshot and we will trace it with the payment partner.
8. Changes to the booking
To change the date, time or pickup, please contact us before pickup. Where the vendor can accommodate it, the advance is carried over; if not, cancellation rules above apply.
9. How to request a refund or raise a concern
Write to bookings@cabnero.com with your booking ID, registered mobile number and the transaction ID. We reply within 2 business days. Unresolved matters can be escalated through our Grievance Redressal page.
10. Changes to this policy
We may update this policy. The updated date is shown above; bookings already confirmed follow the policy shown when they were made.
11. Contact
CabNero Rentals · bookings@cabnero.com · +91 832 932 7891 · WhatsApp +91 7447 21 5005