REFUND & CANCELLATION POLICY

Effective Date: 29.03.2026 Company: Zion Taxi

1. Introduction

This Refund & Cancellation Policy outlines the terms under which riders may be charged fees, eligible for refunds, or subject to restrictions while using Zion Taxi services.

Zion Taxi provides ride services through:

• Independent third-party drivers ("Independent Drivers"), and
• Zion Taxi-owned or operated vehicles ("Zion Fleet")

By using the platform, you agree to this policy.

2. Payment Model

Zion Taxi primarily follows a pay-at-end-of-ride model, where riders are charged after completion of the trip.

In certain cases, applicable charges (such as cancellation or no-show fees) may be applied even if a ride is not completed.

3. Cancellation Policy

3.1 Free Cancellation

Riders may cancel a ride without any charge if:

• The driver has not yet started moving toward the pickup location
• Cancellation is made within a reasonable time after booking

3.2 Cancellation Charges

A cancellation fee may apply if:

• The rider cancels after the driver has started moving toward the pickup location
• The rider cancels after the driver has arrived at the pickup location
• The rider is unreachable or unavailable at pickup ("No-Show")

3.3 No-Show

A rider will be considered a No-Show if:

• The driver waits at the pickup location for a reasonable time
• The rider does not respond or is not present

In such cases, a no-show fee may be charged.

4. Outstanding Charges & Recovery

Since Zion Taxi follows a pay-at-end model:

• Cancellation or no-show fees may be recorded as outstanding dues
• Riders may be required to clear such dues before booking future rides
• Zion Taxi may restrict or suspend accounts with unpaid balances

5. Refund Eligibility

Refunds may be provided in the following scenarios:

• The ride was charged but not completed
• The driver did not arrive at the pickup location
• Incorrect fare was charged due to technical or system error
• Duplicate charges occurred
• Verified complaints regarding driver misconduct or safety issues
• Significant deviation from the expected route or service

Refunds may be issued as:

• Full refund
• Partial refund

At the sole discretion of Zion Taxi after review.

6. Non-Refundable Scenarios

Refunds will generally not be provided in the following cases:

• Rider cancels after driver arrival
• Rider is unavailable or unreachable at pickup
• Incorrect pickup or drop details provided by the rider
• Delays due to traffic, weather, or external conditions
• Minor dissatisfaction not supported by valid service issues
• Valid cancellation or no-show fees

7. Partial Refunds

In certain situations, Zion Taxi may issue partial refunds, including but not limited to:

• Route-related disputes
• Fare disagreements
• Service quality concerns

All such decisions are made after internal review.

8. Processing Time

Refunds are processed as follows:

• Wallet credits (if applicable): Instant or within a few hours
• Original payment method: Typically within 5-7 business days (depending on payment provider)

9. Driver Payments & Adjustments

Refunds issued to riders do not automatically determine:

• Driver fault
• Driver liability
• Driver earnings deductions

Zion Taxi reserves the right to:

• Adjust driver earnings
• Absorb costs
• Allocate responsibility based on internal review

10. Fraud Prevention & Misuse

Zion Taxi reserves the right to:

• Deny refund requests in cases of suspected abuse or fraudulent activity
• Monitor excessive cancellations or refund requests
• Suspend or restrict accounts for misuse of the platform

11. Platform Discretion

All refunds, adjustments, and charges are subject to review.

Zion Taxi reserves the right to determine refund eligibility, amount, and resolution at its sole discretion.

12. Contact & Support

For refund-related queries, users may contact:

Email: support@ziontaxi.in