Refunds & Cancellations
Last updated: 1 August 2026
1. Cancelling a trip
You can cancel any time before the trip starts. If a driver is already on the way, a cancellation fee may apply — the app shows you the exact amount before you confirm. That fee compensates the driver for the distance they have already covered. Zaari Plus members get free cancellations.
2. Cash trips
On a cash trip you pay the driver directly, so there is nothing for us to refund. If you believe you were overcharged, raise it with us within 7 days of the trip and we will investigate and correct our records.
3. Online payments
If you were charged online and something went wrong — you were billed twice, charged for a trip that never happened, or charged the wrong amount — contact us within 30 days of the charge.
| Situation | What we do | Timeline |
|---|---|---|
| Duplicate charge | Full refund of the duplicate | [5–7] working days |
| Charged but no trip provided | Full refund | [5–7] working days |
| Incorrect fare | Refund of the difference | [5–7] working days |
| Failed payment that still debited you | Refund once the provider confirms | [7–10] working days |
Approved refunds go back to the original payment method, or to your Zaari wallet if you prefer. Once we release a refund, how quickly it appears is up to your bank.
4. Wallet top-ups
Money you add to your Zaari wallet is not refundable to your bank except where the law requires it. The balance stays available for Zaari services and does not expire.
5. Subscriptions and Zaari Plus
Driver subscription plans and Zaari Plus memberships are charged for a full period and are not refundable once that period has begun — except where we could not deliver the benefit through our own fault, in which case we will refund on a pro-rata basis or extend the period.
6. How to raise a refund request
- Open the trip in your app and note the ride number.
- Contact us using the form on our website, or email support@tryzaari.in.
- Tell us the ride number, the amount and what went wrong.
We acknowledge requests within 24 hours and aim to decide within 7 working days. If we decline, we will tell you why.
7. Still not satisfied
Escalate to our grievance officer, whose details are in the Privacy Policy. We aim to resolve escalations within 15 days.