1. Overview & Policy Objective
At Driver Zone ("we", "us", "our"), registered at Near Uttarbanga Sangbad Office, Banipukur Road, Middle Shanti Nagar, Loknath Mandir Road, Dabgram, Siliguri, West Bengal – 734004, we strive to deliver punctual, dependable on-demand car driver hire services.
We acknowledge that travel schedules and personal plans may change due to unforeseen circumstances. This Refund & Cancellation Policy outlines the exact terms under which a customer may cancel a scheduled or on-demand booking, and the timeline governing refunds for online payments processed through our payment gateway partner, Razorpay.
2. Booking Cancellation Terms
Customers may cancel an advance or on-demand driver booking at any time via phone call to +91 8509299342 / +91 7001606510, WhatsApp, or email to support@driverzoneonline.com. The following schedule determines the applicable refund amount:
Standard Cancellation Rule (100% Full Refund):
Cancellations initiated at least two (2) hours prior to the scheduled duty pickup time are eligible for a 100% full refund with zero cancellation charges.
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Cancellation more than 2 hours before scheduled pickup: 100% refund of the total booking advance or payment amount paid online.
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Cancellation within 2 hours of scheduled pickup time: A nominal cancellation / mobilization fee of ₹150 (for local Siliguri bookings) or ₹300 (for outstation/hill station bookings) will be deducted to compensate the assigned chauffeur for travel mobilization, and the remaining balance will be fully refunded.
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Cancellation after the driver has arrived at customer's doorstep: If the assigned driver has already reached the specified pickup location at the scheduled time and the customer cancels or fails to show up within 30 minutes, a minimum local call-out charge of ₹250 will be deducted and the rest refunded.
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On-demand urgent bookings (dispatch within 30-45 mins): Free cancellation is permitted within 10 minutes of booking confirmation. After 10 minutes, if the driver is already in transit, a ₹100 mobilization fee applies.
3. Exact Refund Processing Timeline
For all eligible cancellations, refunds will be initiated promptly upon receiving and verifying your cancellation request.
"Refunds will be processed to the original payment source within 5 to 7 working days."
Once initiated by Driver Zone through the Razorpay Payment Gateway, the credit will automatically reflect in your bank account, credit/debit card, or UPI wallet as per your bank’s clearing cycle.
A confirmation SMS / email containing the Razorpay Refund Transaction Reference ID (RRN) will be issued immediately upon refund initiation so you can track the status with your issuing bank.
4. Driver Non-Arrival or Service Interruption
We pride ourselves on 99.8% punctuality. However, in the rare event of service disruption:
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Driver Non-Arrival / Operational Delay: If Driver Zone fails to provide an alternate driver within 30 minutes of the requested time due to operational constraints, weather landslides in hill routes, or unforeseen vehicle blockades, the customer will receive a 100% instant full refund without any deductions.
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Mid-Trip Interruption: If a trip must be aborted mid-way due to chauffeur illness or emergency, billing will be prorated strictly according to actual hours used, and the unspent balance will be refunded within 5 to 7 working days.
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Customer Vehicle Breakdown: If the customer's vehicle suffers a mechanical breakdown prior to starting or during the trip, the driver’s duty will be calculated up to the time of breakdown plus reasonable wait time, and any remaining prepaid sum will be refunded.
5. How to Initiate a Cancellation & Claim Your Refund
To request a booking cancellation or inquire about an ongoing refund status, please contact us with your Booking ID / registered mobile number via:
Merchant Note for Payment Gateways: Driver Zone strictly complies with the Reserve Bank of India (RBI) e-commerce payment settlement norms and Razorpay Payment Gateway Merchant Guidelines. All financial transactions are logged securely, and refund requests are audited against verifiable booking logs.
