Cancellation and Refunds

1. Overview

This Cancellation and Refunds Policy explains how you can cancel a booking and how refunds are handled for hourly local packages, outstation one-way and round trips, airport transfers and tour packages. It forms part of our Terms of Service. All cancellation and refund requests are reviewed on the basis of the information provided at the time of booking.

2. Free Cancellation Window

Most trips on OzCabs can be cancelled free of charge up to 6 hours before the scheduled journey time. If you cancel before the 6-hour window, any amount paid will be refunded in full without deduction, provided the cancellation is confirmed by our helpline or website.

3. Cancellation Charges Within 6 Hours

If you cancel within 6 hours of the scheduled journey time, a cancellation charge may apply to cover driver allocation, dispatch and opportunity cost. The charge is deducted from any refund due and is capped as follows:

• Hourly / local city packages: up to 20% of the package fare.
• Outstation one-way and round trips: up to 25% of the fare.
• Airport transfers: up to 30% of the fare, because the vehicle is reserved exclusively for your flight.

4. No-Show Policy

If the traveller does not appear at the pickup location within 30 minutes of the scheduled time and does not contact our helpline, the booking is treated as a no-show. No-show bookings are non-refundable and the vehicle is released for other duty. If you expect to be delayed, please call us — we will try to reschedule where possible.

5. Rescheduling and Modifications

We understand plans change. You may request a reschedule of your journey time or date through our helpline, subject to vehicle and driver availability. Reschedules made more than 6 hours before the original journey are generally free of charge; reschedules within 6 hours may attract a nominal charge. Changes to the drop location or route that increase the distance or duration are billed at the applicable published rates.

6. Driver or Operator Cancellation

In the rare event that we or the assigned driver cancel a confirmed booking — for example, due to vehicle breakdown, driver unavailability or an unavoidable operational issue — you will receive a full refund of any amount paid, or a free reschedule to an available slot of your choice. We will make all reasonable efforts to arrange a replacement vehicle before cancelling.

7. Refund Timelines and Methods

Approved refunds are initiated within 5–7 business days of approval.

• UPI, card and net-banking payments are refunded to the original payment method.
• Cash payments are refunded via UPI or bank transfer after the booking details are verified.
• Payments made through a third-party gateway may take up to 2–3 additional days to reflect.

8. How to Request a Cancellation or Refund

To cancel or request a refund, contact us through any of the following channels and keep your booking ID ready:

• Call our 24×7 helpline at +91 98131 72656.
• Write to us at ozcabs@ozontrix.com with your booking ID and the mobile number used for the booking.
• Message us on WhatsApp at +91 98131 72656.

9. Non-Refundable Scenarios

Refunds are not applicable in the following cases:

• No-show bookings, where the traveller does not appear within the waiting period.
• Journeys that have already been completed, whether in full or in part.
• Cancellations made after the vehicle has already departed towards the pickup location and the driver has reported the same.
• Bookings cancelled by the traveller within the prohibited window of airport transfers where the vehicle has been dispatched.

10. Fare Adjustments and Extra Charges

If the actual journey exceeds the included limits, the applicable extra-kilometre, extra-hour or pickup/drop charges are billed at the published rates before any refund is calculated. GST and other applicable taxes accompany such adjustments. Any partially used package is charged at the applicable standalone rate for the portion used, and only the balance, if any, is eligible for refund.

11. Special Cases

For airport transfers, we track flight status. If your flight is delayed or cancelled, the driver will wait for the actual landing time. If a flight cancellation makes the journey unnecessary, please provide the airline's cancellation or delay evidence — refunds in such cases are processed on a best-effort basis without the standard cancellation charge.

12. Contact Us

For any questions regarding cancellations, refunds or rescheduling, contact us at ozcabs@ozontrix.com or call +91 98131 72656 (24×7 helpline). We are happy to help.