Refund & Cancellation Policy

1. Payments

All payments are online via Razorpay (UPI/cards). Each booking charges rent + applicable taxes + a refundable security deposit in one transaction. Prices are shown and frozen at the time of booking.

2. Cancellation by you

The exact cancellation fee (if any) is configurable and is always displayed before you confirm.

3. No-show

If a confirmed booking is not picked up within 2 hours of the start time, it is auto-cancelled and a full refund (rent + deposit) is initiated.

4. Security deposit

• The deposit is automatically refunded after a verified return (return OTP + vehicle condition check).
• We may deduct from the deposit only for: late-return fees and unpaid extension charges.
• Any amount beyond the deposit (e.g. larger damage/fines) is recorded as outstanding dues payable separately — it is not silently taken.
• Refunds are issued to the original payment method via Razorpay.

5. Extensions

Ride extensions are charged separately at the time of extension. If an extension auto-charge fails, the amount may be funded from your deposit (with your action) per the in-app flow.

6. Refund timelines

Once initiated, refunds are processed by Razorpay to your original payment method, typically within 5–7 business days (bank/UPI timelines may vary). The deposit refund is initiated automatically on a verified return.

7. Failed / duplicate payments

If you are charged but the booking is not confirmed (e.g. network failure), the amount is auto-reconciled and refunded. Contact us if you do not see it within 7 business days.

8. Damage, fines & breakdowns

Traffic fines, challans, and damage during your rental are your responsibility and are handled per the Rental Agreement — via deposit deduction and/or a separate invoice.

9. Contact for refunds

systems@novetum.com · +91 9000149014. Quote your booking ID.