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PEPZOR CANCELLATION AND REFUND POLICY

Updated: December 5, 2024

At PEPZOR, we strive to ensure a seamless and satisfactory experience for all our users. This Cancellation and Refund Policy ("Policy") outlines the terms and conditions for cancellations and refunds for our services, including Bike Taxi, Car Taxi, Auto Taxi, and Parcel Delivery. By using PEPZOR's services, you agree to the terms of this Policy. For any questions or concerns, please contact us at support@PEPZOR.com.

1. CANCELLATION POLICY

1.1 Cancellations by Users

PEPZOR allows users to cancel their bookings for various reasons. However, certain cancellation charges may apply based on the timing of the cancellation and the type of service booked. Please review the conditions below:

  • Ride Cancellations: If a user cancels a ride within a specified time limit (e.g., within 2 minutes of booking), no cancellation charges may be applied. However, if the ride is canceled after this window, a cancellation fee may be deducted, which will vary depending on the type of service (Bike, Car, or Auto Taxi).
  • Parcel Delivery Cancellations: Cancellations for parcel delivery must be made before the PEPZOR Poilet (driver) picks up the parcel. Once the pickup has been completed, cancellations are generally not permitted. If the user cancels after pickup, no refund will be provided.

1.2 Cancellations by PEPZOR

PEPZOR reserves the right to cancel any booking under the following circumstances:

  • Driver Availability: If a PEPZOR Poilet is not available within a reasonable distance or timeframe to complete the service, PEPZOR may cancel the booking.
  • Operational or Safety Concerns: PEPZOR may cancel services if there are operational issues, technical failures, safety concerns, or natural events (e.g., extreme weather conditions) that impact the ability to fulfill the service safely and effectively.

In such cases, users will be notified immediately, and any applicable fees or charges will be refunded.

1.3 No-Show Policy

If the user is a "no-show" (i.e., fails to be present at the pickup location) for a booked service, the following conditions will apply:

  • Wait Time and Charges: The PEPZOR Poilet may wait for a specified duration at the pickup location, after which the booking may be canceled as a no-show.
  • Cancellation Fee: In cases of no-shows, a cancellation fee may be applied and deducted from the user's payment method or wallet.

2. REFUND POLICY

2.1 General Refund Policy

Refunds are processed based on specific conditions related to the type of service, reason for cancellation, and any applicable charges. Refund eligibility is determined as follows:

  • Eligible Refund Scenarios: Refunds will be processed if:
    • The PEPZOR Poilet cancels the service due to lack of availability or other operational issues.
    • The service cannot be completed due to technical failures on PEPZOR's end.
  • Ineligible Refund Scenarios: Refunds will not be processed if:
    • The user cancels the service after the driver has started the trip or pickup.
    • The user is a no-show or cancels outside the allowed cancellation period.
    • The user provides incorrect pickup/delivery details, resulting in the service being unable to be completed.

2.2 Refund Process and Timeline

Refunds, if applicable, will be processed as follows:

  • Timeline for Refunds: PEPZOR will process refunds within 7–10 business days from the date the cancellation request is approved. Please note that certain delays may occur due to banking procedures or payment provider timelines.
  • Refund to Original Payment Method: Refunds will generally be credited back to the user's original payment method (e.g., bank account, credit/debit card, or UPI) used during the booking. This applies to payments made via credit card, debit card, net banking, or UPI.
  • Wallet Credits for Instant Refunds: If an instant refund is required, the refund amount will be credited to the user's PEPZOR Wallet within the app. The wallet balance can be used for future transactions on PEPZOR but is not transferable to external accounts or payment methods.

2.3 Refund for Cashback and Promotional Credits

Cashback points or promotional credits earned through the PEPZOR app are non-refundable and non-transferable. In case of cancellations, any cashback or promotional credits applied to the booking will be forfeited, and the refund will only cover the actual amount paid by the user, excluding cashback or promotional credits.

3. SPECIFIC CONDITIONS AND TERMS

The following specific conditions apply to different PEPZOR services:

3.1 Bike, Car, and Auto Taxi Services

  • Cancellation Charges: For ride-hailing services, cancellation charges will vary based on the service type. Users are encouraged to cancel within the free cancellation window (if applicable) to avoid cancellation fees.
  • Refunds for Delayed or Unavailable Services: If the PEPZOR Poilet is unable to reach the pickup location within a reasonable timeframe, users may request a cancellation without incurring charges, and a full refund will be processed if a payment was made.

3.2 Parcel Pickup and Delivery Services

  • Timing of Cancellations: Cancellations are permitted before the pickup is completed. Once the pickup is confirmed, the service is considered in progress, and no cancellation or refund will be granted unless due to unavoidable issues from PEPZOR's end.
  • Damaged or Undelivered Parcels: In the unlikely event of parcel damage or non-delivery, users should report the issue to PEPZOR customer support within 24 hours of the delivery attempt. Refunds or compensation, if applicable, will be determined on a case-by-case basis based on investigation outcomes.

3.3 Wallet Balance and Cashback Points

  • Wallet Refunds: For users opting for instant refunds, the refunded amount will be credited to their PEPZOR Wallet, where it can be used to pay for future services. Wallet balances are non-transferable and cannot be withdrawn to an external bank account.
  • Cashback Points: Cashback points earned through PEPZOR services are subject to the terms of use outlined in the app. These points cannot be redeemed for cash, transferred, or refunded, and they may be forfeited if unused within the specified validity period.

4. HOW TO REQUEST A CANCELLATION OR REFUND

4.1 Cancellations

To initiate a cancellation, follow these steps:

  1. Open the PEPZOR App: Navigate to your "Bookings" section to select the service you wish to cancel.
  2. Cancel the Booking: Choose the appropriate cancellation option and provide a reason, if prompted. Note that cancellation charges may be applied based on the service status.

4.2 Refund Requests

For eligible refunds, follow these steps:

  1. Contact Customer Support: If you believe you are eligible for a refund due to a specific issue (e.g., service unavailability), please contact PEPZOR customer support through the app or via email at support@PEPZOR.com.
  2. Provide Details: Include relevant details such as booking ID, payment method, and reason for refund in your request. This will help our team expedite the process.
  3. Approval Process: Once we receive your request, our team will review and verify it. Refunds will be processed within 7–10 business days once approved.

4.3 Customer Support for Refund Disputes

If you are dissatisfied with the outcome of a refund request or need additional assistance, you can reach our customer support team by emailing support@PEPZOR.com. Our team will investigate the matter and provide further resolution steps as required.

5. DISCLAIMER AND LIMITATION OF LIABILITY

PEPZOR aims to provide accurate and timely services but does not guarantee uninterrupted or error-free operations. This Policy is governed by applicable Indian laws, and PEPZOR's liability is limited as follows:

  • No Guarantee of Refunds: Refunds are processed based on this Policy and are not guaranteed for all cancellation scenarios.
  • Limited Liability for Service Interruptions: PEPZOR is not responsible for interruptions or cancellations due to factors outside our control, such as network failures, technical malfunctions, or natural disasters.

6. AMENDMENTS TO THIS POLICY

PEPZOR reserves the right to amend or modify this Cancellation and Refund Policy at any time. Changes will be posted on our website, and users will be notified through the app or other communication channels. Continued use of PEPZOR services after changes are made constitutes acceptance of the updated Policy.

Contact Us

For any questions regarding this Policy, please reach out to us at support@PEPZOR.com